Refunds and Chargebacks in Türkiye 2025: How to Dispute a Card Payment

سفير تركيا

سفير تركيا

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You may pay for an order that is later cancelled, find that you have been charged twice, or receive a service that differs from what was promised. Two routes are useful to understand: a refund from the merchant and a card-payment dispute through your bank, which may lead to a chargeback.

Editorial clarification — 8 October 2026: Chargeback procedures concern eligible card transactions; an ordinary bank transfer has a different recall or complaint process. Report suspected fraud to the card issuer immediately, without waiting for the merchant. Deadlines and evidence requirements depend on the transaction and card-scheme rules. See Mastercard’s guidance on card disputes.

1. Requesting a refund from the merchant​

For an ordinary cancellation or service problem, contacting the shop or website is often the quickest first step.
  • Keep the invoice, order number and payment receipt.
  • Explain the problem clearly and state the refund you are requesting.
  • Ask for written confirmation when the refund has been processed.
A processed refund may take several days to appear on your account or card statement. Ask the merchant and bank about their expected processing time if it does not arrive.

2. Disputing a card payment through the bank​

Contact the issuer if the merchant does not resolve a qualifying problem, if you have been charged twice, or if a payment was unauthorised. The bank will assess whether a chargeback or another correction process applies.

  1. Collect your evidence: the invoice, transaction reference, order details and correspondence with the merchant.
  2. Use the bank’s official app, dispute form or customer-service number to report the transaction. For suspected fraud, also ask the bank to secure or block the card as appropriate.
  3. Give the transaction date, amount and reason for the dispute. For an ordinary merchant problem, describe your attempts to resolve it and attach the response.
Never describe an authorised purchase as fraud merely because you are dissatisfied with the product.

3. Timing and realistic expectations​

A merchant refund is often faster than a chargeback. A card dispute can take longer because the issuer, merchant’s bank and merchant may need to exchange evidence.

Strong, relevant evidence helps the bank assess the case. It does not guarantee reimbursement. Ask about the applicable filing deadline immediately and respond to requests for further information.

4. Mistakes that can weaken a dispute​

  • Discarding the receipt or transaction details.
  • Waiting too long before reporting the problem.
  • Failing to contact the merchant about an ordinary service or refund issue where this is required.
Merchant contact should never delay reporting an unauthorised transaction to your bank.

Practical takeaway​

Start with the merchant for a normal refund issue. If it remains unresolved, contact the card issuer promptly with your evidence. If you suspect fraud, contact the issuer straight away.


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