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Did you know that your credit card purchases are protected under the Consumer Protection Act?

When you pay with the credit facility of your card, your card issuer is jointly liable with the seller if the item purchased doesn’t correspond to what was agreed. This means you may be able to claim a refund from your card issuer if:

  • your order didn’t arrive or a service you paid for was not provided
  • an item you bought has a defect for which the seller is liable but the seller refuses to refund your purchase
  • the seller or service provider has filed for bankruptcy.

You won’t be refunded twice for the same purchase, so if you have received a refund from the seller already, you can’t make a claim from your card issuer.

Don’t forget your credit card insurance

Did you know that many credit cards include complimentary insurance? For example, with Nordea Gold you get insurance cover for trips abroad and items you buy for your home when you pay for your purchase with the credit facility.

Read more about card insurances

What to do if something goes wrong with your credit card purchase

First contact the seller or service provider. If you can’t settle the issue with them, raise a transaction dispute with Nordea:

  1. First check that you have paid for your purchase with the credit facility of your card.
  2. Detail in your dispute what has happened, what you are claiming for and on what grounds. Include your original order confirmation and, if possible, evidence of your communication with the seller as attachments.

Note:

  • If you have already paid your credit card invoice, you can claim back the amount your dispute relates to. 
  • If you haven’t paid your credit card invoice yet, you can leave the amount your dispute relates to unpaid until your dispute has been processed. If your dispute only relates to a part of the invoice, please pay the rest of the invoice by the due date.

Once you have raised your dispute, we will review it and determine whether your claim can be resolved successfully. We will let you know when we start processing your claim (usually within 10 days). We will contact you if we need more information from you.

Frequently asked questions about card transaction disputes

What should I do if problems arise?

Every purchase does not always go as planned, but if you have used your credit card, you can get help either from the bank or the card insurance provider. Below you can find examples that help to illustrate how and where you can file a claim.

I got the wrong product
The product I ordered did not arrive
The product broke while in use
The airline company cancelled my flights
I was not able to make the flight due to travel restrictions
I was not able to make the flight due to reasons unrelated to me
I’m cancelling the flights myself

I got the wrong product

 "I ordered a pair of shoes from an online store, but the package contained a pair of sunglasses. I have not been able to sort out the issue with the seller."

Since the online purchase was paid with a credit card, the customer can dispute the transaction by filing a complaint with the bank. The customer should dispute the card transaction and send the order confirmation and contact to the seller as attachments so that a potential breach of the agreement on the seller's part can be confirmed.

The product I ordered did not arrive

"I ordered a jacket from an online store, but it has not arrived even though it has been many weeks. I have contacted the seller, but to no avail."

Since the online purchase was paid with a credit card, the customer can dispute the transaction by filing a complaint with the bank. The customer should dispute the card transaction and send the order confirmation and contact to the seller as attachments so that a potential breach of the agreement on the seller's part can be confirmed.

The product broke while in use

"I ordered a tablet from an online store. The product was delivered on time and according to the agreed order. When I took the tablet out of the package, it slipped, fell on the floor and broke."

The customer has paid the online purchase with a credit card which includes Product Safety Insurance. The customer should file a claim with the card insurance provider.

The airline company cancelled my flights

"I bought flight tickets, but the airline has cancelled the flights. The airline has, however, offered me the possibility to move my flights or to get a voucher. I can’t move my flights and I don’t want a voucher."

The customer has paid the online purchase with a credit card. Therefore, the customer can dispute the transaction by filing a complaint with the bank. The customer should dispute the card transactions and send the order confirmation and contact to the seller as attachments so that a potential breach of the agreement on the seller's part can be confirmed.

 

I was not able to make the flight due to travel restrictions

 "I bought flight tickets, but was not able to make the flight due to travel restrictions at the destination right before I was supposed to travel."

The customer has paid the online purchase with a credit card. Therefore, the customer can dispute the transaction by filing a complaint with the bank.  The customer should dispute the card transaction and send the order confirmation and contact to the seller as attachments so that a potential breach of the agreement on the seller's part can be confirmed.

I was not able to make the flight due to reasons unrelated to me

"I could not use the flight tickets that I had bought as I did not make it to the flight in time."

The customer paid the online purchase with a credit card which includes travel insurance. The customer should file a claim with the card insurance provider.

I’m cancelling the flights myself

Situation A

I bought flight tickets, but I have to cancel them as the dates are not appropriate after all. The seller’s terms and conditions state that a customer can cancel the flights free of charge for any reason and get their money back, as long as the cancellation has been done in time. However, the seller does not agree to make a refund." 

The customer has paid the online purchase with a credit card. Therefore, the customer can dispute the transaction by filing a complaint with the bank.  The customer should dispute the card transaction and send the order confirmation and contact to the seller as attachments so that a potential breach of the agreement on the seller's part can be confirmed. 

Situation B

"I bought flight tickets, but had to cancel them due to illness." 

The customer has paid the online purchase with a credit card which includes travel insurance. The customer should file a claim with the card insurance provider. 

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