First, try to work it out with the vendor. If you're unable to work it out, or you can't reach the vendor, you can make use of our refund service (GeldTerugService).
You can use our refund service if:
Make sure that you request a refund within 120 days after your business debit card was charged. Requests made after 120 days after the charge will not be processed. If the seller fulfils their end of the agreement, we'll take the money out of your current account.
"}},{"componentType":"sectionTitle","title":"How the refund service works"},{"componentType":"paragraph","richBody":{"value":"Have you reported the issue to us and provided all supporting documents? Then we will do our utmost to let you know within 2 months whether and when you will get your money back.
Want to know the status of your request? Go to request overview or open the ING App and tap the bell icon in the top right corner. Under requests, you will see your pending requests.
"}},{"componentType":"accordion","accordionList":[{"title":"When is the refund service not possible?","richBody":{"value":"For iDEAL | Wero and account transfers you can't make use of the refund service.
You can easily submit a complaint using this form. It takes approximately 7 days to process your complaint. Sometimes additional investigation is required, in which case it will take longer. It may then take up to 30 days.
"}},{"title":"What is a reservation?","richBody":{"value":"Refunds can only be given for amounts charged to your business debit card.
A reservation (or pre-authorisation) is a temporary hold of a payment that is waiting to be finalised and can no longer be cancelled. The pre-authorised amount is deducted from (debit) your available card balance. This can happen if you order something online or put down a deposit when hiring a car. It can take up to 21 days for a pre-authorisation to be processed or cleared from your transactions. Please note: Only the merchant can cancel a pre-authorisation.
Report this immediately via the emergency line. We can then best help you and prevent any further damage. In that case, you do not have to request a refund via the refund service (GeldTerugService). You can report fraud 24 hours a day, 7 days a week by calling 020 22 888 00.
"}},{"title":"Two months have passed, and I still haven’t received an answer. What should I do?","richBody":{"value":"Your request is still being processed; unfortunately, it’s taking a bit longer in this case. Check the status of your pending request here, or open the ING App and tap the bell icon in the top right corner. This way, you don’t need to contact us and can view the status anytime you want. Much more convenient.
"}}]}]}}}