What is a chargeback (bank dispute)?
A chargeback (bank dispute) is a formal procedure initiated by the cardholder to contest a charge with their bank. In most cases it is the customer who initiates the procedure.
Why do I have a chargeback (bank dispute) I didn't open?
Charges for upcoming or overdue installments are first attempted on your account's default card. If for any reason the attempt fails — for example due to insufficient funds, a blocked card or a declined authorisation — the system automatically tries the other cards registered on the account. It is therefore possible that the charge was made on a card belonging to another person you previously added to your profile. In that case, the holder of that card may have opened a bank dispute (chargeback) without your knowledge. Please note that when you add a new card, it is automatically set as the default and the system may charge overdue installments to it. If you do not want the new card to remain as the default, remember to update your settings manually.
Who is the chargeback (bank dispute) opened against?
The chargeback (bank dispute) is not opened against the merchant where you made your purchase, but against Scalapay, which is the entity that charged your card. For any issue related to your order (return, non-delivery, defective product, etc.), please contact the merchant directly, as they are solely responsible for managing the order and delivery. If you do not receive a response or the issue is not resolved, our support team is available to help.
How can I resolve the situation?
It depends on the reason for the chargeback (bank dispute): — If you opened the chargeback by mistake, you can repay the installment directly from the Scalapay app or via bank transfer.
Do you believe the chargeback is justified?
You will need to wait for your bank's decision. Please note that a chargeback is a procedure that exclusively concerns the relationship between you and your bank: even if the bank refunds the amount, the debt to Scalapay remains open and the installment will still need to be settled. This is because Scalapay has already advanced the payment to the merchant at the time of purchase.
How long does it take?
Timeframes vary depending on the banking network and your bank. For precise information on timing, we recommend contacting your bank directly.