Card disputes – refunds for card transactions

A card dispute can only be initiated in relation to purchases or withdrawals made with your card.

Submit your dispute on time

Be sure to file your card dispute without delay. Mastercard has strict time limits for disputes, which we have no contol over. If you have a problem with a card purchase, always contact the company you purchased from first.

Pending transactions – wait 5 to 7 banking days

Transactions shown as pending on your statement are not always charged. We cannot influence whether they will be charged or not. You cannot dispute a pending purchase or withdrawal. Wait 5 to 7 banking days to see if the transaction is charged before submitting a dispute.

Submit your dispute digitally

You can initiate your card dispute digitally using a Swedish BankID. For corporate cards, you as the cardholder use your personal BankID. Contact your local branch if you are unable to submit your dispute digitally.

It is important that you complete all fields carefully and attach all requested documentation. Mastercard rules specify exactly what information needs to be included to process a dispute.

The documentation required depends on the situation. For goods or services purchased, include your receipt and the correspondence with the Merchant. For unauthorised transactions, you may include a police report if you have filed one.

After submitting your dispute – check your email regularly

Once you have signed and submitted your card dispute, you will receive a confirmation via the email address you provided. A copy will also be sent to your inbox in the app and online banking.

If any required information is missing, we will contact you by email and let you know what is required. Missing information may require you to complete the form again.

If we request additional information, make sure to respond within the specified timeframe. If we do not receive a reply in time, we will close the case based on the available documentation. If you have received a refund during the investigation and your dispute is rejected, you will be required to repay the amount.

A card dispute may take up to six months to process. You will receive the outcome via email.

1. Transactions you did not make

   If you notice transactions made with your card that you did not authorise, you have the right to initiate a card dispute. Block your card immediately to prevent further unauthorised purchases. We recommend that you file a police report. You may attach it to your dispute.

   Follow the instructions in the form and submit your card dispute Opens in a new window.

2. Lost or stolen card

   If your card is lost or stolen, or your phone containing your card is lost, block your card immediately. We also recommend that you file a police report. You may attach it to your dispute.

   Answer all questions in the dispute form fully and accurately.

   Follow the instructions in the form and submit your card dispute Opens in a new window.

3. Issues with a purchase you made

   If you do not receive the purchased goods or services you ordered, or are double-charged, you should first contact the company you purchased from to try to resolve the issue. Save any documentation from this contact. If the company does not rectify the issue, you can initiate a dispute. Describe what happened, explain why you are filing the dispute, and attach documentation showing that you have contacted the company.

   If you ordered goods online, we need to know what you ordered and from which website. Include the order confirmation and describe in your own words what you purchased. If you are unable to contact or receive assistance from the company within 30 days, you may submit a card dispute. Mastercard has time limits for disputes, so it is important to submit your dispute as soon as possible, after those 30 days.

   If the company has gone bankrupt and you cannot use the goods or services, you can file a dispute for “Goods/services not received”. Specify in the designated field in the form that the dispute is due to bankruptcy. Attach documentation showing when the bankruptcy occurred.

   Follow the instructions in the form and submit your card dispute Opens in a new window.

4. Issues with ATM withdrawals or deposits

   Withdrawal: If you do not receive the requested amount at an ATM, you can submit a dispute. Wait 5–7 banking days to see if the transaction is corrected. Follow the instructions in the form and submit your card dispute Opens in a new window.

   Deposit: If an error occurs when making a deposit at a cash deposit machine, contact your bank branch to complete a special form. Find a branch.

5. Flight cancellations due to strike

   If your flight is cancelled due to a strike, contact the airline for rebooking or a refund.

   If the airline has not refunded you within two months from the departure date, you can file a dispute for “Services not received”. The full trip must have been paid with your card.

   Include your booking confirmation showing:

   - Price and what is included
   - Traveller(s)
   - Booking reference (including flight numbers)
   - Travel dates
   - Destination

   Also attach your communication with the airline showing that you requested a refund.

   Follow the instructions in the form and submit your card dispute Opens in a new window.