FAQ Yuki Pay - Fraudulent Transactions

The following questions are answered below:

• How should clients report a card transaction they believe to be fraudulent?
• What information and documentation are required to initiate a dispute?
• How long does it usually take to resolve a dispute related to a fraudulent transaction?
• If a transaction is confirmed as fraudulent, how is the affected customer refunded?

How should clients report a card transaction they believe to be fraudulent?

The cardholder emails support@yuki.nl

They provide us with:

• all impacted transaction details
• a detailed description of the circumstances that lead to the discovery of the fraudulent transactions
• a completed and signed Fraud Dispute Form
• a police form. To receive this form, please contact a police station.

Once all requested information has been collected by Swan, we will process the case quickly.

Based on this information we assess the fraud case and the fraudulent transaction amounts will be refunded by Swan

If we confirm a transaction is fraudulent, there is no further action on the end-customer’s side. Swan will immediately reimburse the end-customer with a credit of the fraudulent amount on your account.

What information and documentation are required to initiate a dispute?

For commercial disputes (non-fraudulent), the cardholder is asked to:

• Provide all transaction details
• Prove that they have attempted to resolve the issue directly with the seller
• Provide documentation (invoice, receipt, seller confirmation, proof of debit, etc.)
• Fill out a commercial dispute form.

How long does it usually take to resolve a dispute related to a fraudulent transaction?

Once all the requested information has been gathered, we process the case quickly (usually within a few days).

If a transaction is confirmed as fraudulent, how is the affected customer refunded?

If we confirm that a transaction is fraudulent, the end customer does not need to take further action. We will immediately refund the customer by crediting the fraudulent amount to their account.