What is a Chargeback and does it apply to me?

As a Coconut customer, your card purchases are protected by the Mastercard Chargeback Scheme. You have 120 days after you become aware of the problem to file a Chargeback.

There are two cases where we can raise a Chargeback for you:

  • If you’d like to dispute a transaction
  • If you’ve been a victim of fraud

I want to raise a Chargeback, what do I need to do?

You should keep copies of any communication regarding the issue between you and the merchant when applicable. Contacting the merchant directly is often the easiest route to obtaining a quick refund, and showing that you’ve taken measures to work things out with the merchant can improve the chances of your claim being successful. 

If you can’t resolve a payment dispute with the merchant, please get in touch with us. We’ll work with our payments processor, Prepay Technologies, and Mastercard to retrieve these funds directly from the merchant’s bank after an assessment of whether the claim justifies a chargeback.

Once I contacted you about this, what are the next steps?

Once we get the information we need from you, we send a Chargeback form to Prepay Technologies on your behalf so they can investigate this. 

The process can take up to 45 days as  Prepay Technologies might have additional questions regarding your claim, but we usually hear back from them in a couple of weeks

The team is available if you have any questions about your claim, and we always make it a priority to update you regularly.

If you think this applies to you, and you'd like to raise a Chargeback, or if you have questions about an ongoing claim, you can get in touch with the team here and we'll get back to you as soon as possible.

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