Guide to disputes/chargebacks on Dankort purchases

What is a chargeback/dispute? 

A Dankort dispute (chargeback) is a process that allows a cardholder to challenge and potentially reverse a purchase that they believe was made in error, was fraudulent, or resulted from unauthorized use of their card. 

When a dispute is raised on a Dankort transaction, you as a merchant will receive an email notification with an attachment containing details of the case. 

The most common reasons for a dispute are: 

• Unauthorized use of a Dankort card: A criminal uses a stolen Dankort card to make unauthorized purchases. 

• Consumer disputes: Cardholders may dispute a transaction:  

• If they did not receive the goods or services, they expected. 

• If they claim to have cancelled an order or subscription. 

• If they believe the delivered product or service does not match the description provided at the time of purchase. 

In addition, the cardholder’s bank may raise a dispute if the consumer’s account does not contain sufficient funds and the bank is unable to settle the amount by other means. 

How does Nets help merchants handle a Dankort dispute? 

If you agree with and accept the dispute, you do not need to take any action. 

If you disagree with the dispute and wish to challenge it, you must submit relevant documentation that supports your position and refutes the claim. To submit documentation, please use the following form: Chargeback Documentation from Merchants.   

Examples of supporting documentation include: 

• Proof of delivery, including tracking information and a signed delivery receipt. 

• Evidence that the customer exercised their right of withdrawal after the deadline specified in your terms and conditions. 

• Any other relevant documentation supporting the merchant’s position. 

For Dankort disputes relating to fraudulent use or insufficient funds, the Dankort payment guarantee covers the first DKK 8,000 of the transaction amount. This means that, as a merchant, you are protected for the first DKK 8,000. 

Example 

• Transaction amount: DKK 10,000 

• Your Dankort payment guarantee: DKK 8,000 

• Disputed amount: DKK 2,000 

If you have questions regarding the status of an ongoing Dankort dispute, please use the following form: Questions About Chargebacks. If you would like to extend your Dankort payment guarantee and protect yourself against losses resulting from fraud or insufficient funds on larger purchases, you can enrol in Dankort Garanti+, which provides coverage of up to DKK 50,000 per Dankort transaction. For more information about terms and enrolment, see Dankort Garanti+. 

For the Danish version - click here