If you discover transactions on your account that you don't recognise you can in most cases make a dispute. If you see any charges on your account that you don't recognize, it could mean that someone has stolen your card information and used it without your permission. In this situation, it's essential to dispute the charges you don't recognize.
If you lose your card, it's vital to block it right away to prevent anyone from using it. Read how to block your card here. When you block your card, make sure to write down the full card number because you'll need it if you have to dispute any charges.
Sometimes, a company might charge you for an item some time after the purchase time. So, if you see a charge that you don't remember, it might be for something you bought a while back. Always double-check if you recognize the merchant's name and if you made a purchase from them in the past.
How to dispute a charge
If you need to dispute a charge, here's a step-by-step guide on how to do it:
Go to the Nets website:
Visit Nets website and fill in a form that's specific to your situation. You can find more information on what you need to do on their website.Have the following information ready:
Before you start the process, make sure you have the following:Your MitID (a digital ID used in certain countries)
Your personal identity number
Your card number
Any proof like receipts or other supporting documents (this isn't always needed but can make your case stronger)
Understand the process:
If we find that your dispute is valid, in some cases, we may give you the disputed amount back temporarily. But remember, this is rare, and if NETS later rejects the dispute, the amount will be taken back from your account.
Important reminders
Keep an eye on your charges: Always check your bank statements to make sure all the charges are correct.
Act quickly if you lose your card: If you lose your card, block it right away and write down the number. This will keep your money safe and help you if you need to dispute anything.
Disputing isn't a guarantee: Even if you dispute a charge, it doesn't mean you'll always get your money back. It's a process that takes time and requires specific information.
By understanding how to handle your card and charges, you can make sure your money stays safe and know what to do if something goes wrong. If you have any questions or need further assistance, our support team is always here to help!
Frequently asked questions
What is a dispute?
A dispute is when you challenge a transaction made on your card. It means you are stating that something is wrong with the charge, such as not receiving the goods you paid for, or a charge that you didn’t authorize.
When is it possible to file a dispute?
You can file a dispute in various situations, like when you haven't received the goods or services you paid for, or if they aren't as described. If your card or card details have been stolen or misused, you can also file a dispute.
What if I don’t have my full card number and need to file a dispute?
If you need to file a dispute on a closed card and don't have access to the full card number, you can reach out to our support team. They can provide you with the full number of your card.
Why can’t I find the amount I need to dispute?
If you can’t find the amount you want to dispute, it may be because the amount has only been reserved and not yet withdrawn from your account. You should wait until the money has been withdrawn before making your dispute since a company might cancel the reservation before debiting.
Is there a minimum amount I need to dispute?
No, there's no minimum amount. You can dispute any charge, regardless of its size.
Will I definitely get my money back if I dispute a charge?
Unfortunately, disputing a charge doesn't guarantee that you will get your money back. Each case is different, and the outcome depends on the specific circumstances.
Can I dispute an old transaction?
Yes, you can, but not for transactions that are more than 120 days old. There's a time limit for disputing charges.
Should I report a disputed charge to the police?
If your card has been stolen or you have information about misuse of your card, you should report it to the police. You can mention this in your dispute as well.
How long does it take to process a dispute?
The processing time for disputes may vary, but it typically takes between 1 to 4 months.
Do I have to pay to file a dispute?
In some cases, you may need to pay up to DKK 375 as an excess charge, and you could be liable for the full amount if you lose the dispute. Unfortunately, we cannot predict the outcome of your case.