Disputing a transaction made with your Mastercard debit card
If you have discovered a discrepancy on your Lombard Odier account statement, you can dispute it with our partner SIX. What should you look out for and how do you go about it? You can find the answers here.
A refund is possible for various reasons, in particular when:
- you have not received the goods or services for which you paid;
- the goods or services are damaged, counterfeit or faulty (in this case, to obtain a refund, you must return the goods);
- you have been charged the wrong amount or have been charged twice;
- billing continues after a subscription has been cancelled.
A refund is not possible when:
- the transaction was carried out using 3-D Secure;
- the transaction was carried out in person at the point of sale, using contactless or with chip and PIN;
- the time limit for a chargeback (30 days from receipt/availability of the Lombard Odier account statement on which the transaction appears) has expired;
- the payment is for a subscription that has not been cancelled;
- the transaction was carried out via a wallet (e.g. Apple Pay, Samsung Pay, Google Pay, etc.);
- your complaint relates to the quality of the goods or services.
How to dispute a transaction
- First, contact the vendor and try to reach an agreement with them directly.
- If you are unable to reach an agreement with the vendor, you must start the chargeback process by submitting the dispute form.
- In the event of suspected fraud and if your card has not already been blocked, you must request this by contacting our partner SIX, using the telephone number on the back of the card.
- Please note that a maximum of 35 Mastercard debit card transactions can be disputed.
- Gather all available evidence (e.g. emails, contact information with the retailer, receipts, etc.) and send it along with the dispute form.
- You can then upload the dispute form and supporting documents to our partner SIX at www.six-group.com. SIX will process your request directly.
- Once you have successfully uploaded your documents, SIX will send you a written acknowledgement by e-mail.
Please note that several parties are involved in the clarification process, which is why the final conclusion of your request may, in certain circumstances, take several months. The decision to accept or reject a chargeback is made in accordance with Mastercard rules. It cannot be influenced by SIX or the card issuer (Lombard Odier & Cie SA). There can be no guarantee that the reseller will accept the chargeback and that the card issuer will be able to reimburse you the amount corresponding to the disputed transaction.
Dispute a debit card transaction now
By clicking on the following link, you can download the dispute form, fill it in and send it back via the SIX website along with the other supporting documents.
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