If you see a charge in your transaction history that you think was not completed, make sure it is not a pre-authorisation charge.
If that’s not the case:
Wait for at least 24 hours. In most cases, unclaimed transactions get automatically unlocked and refunded within this time-frame.
If the charge persists, contact the merchant to see if they can unlock the funds. Provide them a screenshot of the transaction from the SwissBorg App.
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If the merchant denies the request and confirms that no funds reached its end, contact our Support. Please, provide proof that the transaction was cancelled/rejected by the merchant. You can provide:
Merchant’s screenshot
SMS, email, ticket, or
Any communication with the merchant confirming the purchase was unsuccessful
For a detailed guide on how to dispute a transaction you don’t recognise, please check ‘How Do I Dispute a Transaction on my SwissBorg Debit Card?’