Card transaction dispute and chargeback request (Cyprus)
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This document is in Greek
The PDF you download is in Greek — that is the language it has to be filed in, so it is not translated. Everything on this page is here to tell you what it says.
A Cypriot cardholder's written request to the bank or card issuer disputing charges: a transaction the cardholder did not authorise, a purchase never delivered, a refund the merchant did not make, a double charge or a subscription already cancelled. It asks the issuer to recover the charge from the merchant's bank (a chargeback) and, for an unauthorised transaction, to refund by the next business day under Law 31(I)/2018, and warns of a referral to the Financial Ombudsman.
What you fill in
The details the document asks for.
- City
- Date
- Customer
- Customer's address
- Bank
- Bank's address
- Account number or last digits of the card
- Merchant
- Amount claimed
- Amount in words
- Date discovered
- Date the card or access was blocked
- Disputed transactions (date, amount, payee)
- Ground: not authorised, not delivered, refund not made, charged twice, or a cancelled subscription
- Description of the problem
- Attachments
- Phone
Preview
This document is produced for you. Your answers are typed into it and the finished PDF is yours to keep.
Common questions
- What is a chargeback and when can a cardholder in Cyprus ask for one?
- It is the reversal of a charge: the card issuer claims the money back from the merchant's bank, for example when a purchase was not delivered, the merchant did not make a refund it owed, or a charge was taken twice. It is not a right given by statute but a procedure of the card schemes, with time limits of its own. Ask the merchant for the money first and, if there is no answer, send this request to the bank straight away.
- What applies in Cyprus to a card transaction the cardholder did not authorise?
- Under Law 31(I)/2018, which transposes the Payment Services Directive, tell the bank without undue delay and in any event within 13 months of the debit. The bank refunds the amount by the end of the next business day at the latest, unless it has reasonable grounds to suspect fraud, and it bears the burden of proving the transaction was authorised. If the card was lost or stolen, you may bear up to €50 of the charges made before you told the bank, and the whole loss only for fraud or gross negligence; nothing for charges after that, except for fraud. Have the card blocked at once and, in a case of fraud, report it to the police.
- What can a cardholder in Cyprus do if the bank rejects the dispute?
- Make a written complaint to the bank within six months of learning, or when one should reasonably have learned, of the problem. On a complaint about a payment service such as a card, the bank must answer within 15 business days or, in exceptional cases for reasons beyond its control, within 35 at the latest. If the answer does not resolve the problem, or none comes within a reasonable time, the cardholder can go to the Financial Ombudsman within twelve months of the complaint to the bank, and within eighteen months of learning of the problem. Keep copies of every letter and proof of sending. A claim against the merchant itself also remains open.
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