Claim with your bank
On this page
If you cannot settle a charge with the store, you can claim it with your bank. The bank opens a chargeback: it holds the amount, asks both sides for evidence and decides. It is slower than a refund, and it is better to try the store first.
Before you start
- Ask the store for the refund, as request a refund explains, and wait for their answer.
- If you do not recognise the charge, look it up first as I do not recognise a charge explains.
Claim with your bank
- 1. Open your bank's app or website and find the charge “ONBIO* NAME”.
- 2. Choose the option to claim or dispute the charge.
- 3. Explain the reason and attach the purchase email and your messages with the store.
What happens next
While the bank reviews the chargeback, your access to the product may be paused and your area says so with «The payment is under review.». The store cannot refund it meanwhile, because the bank settles it. When the bank decides, it tells you itself.
Keep in mind
- A chargeback can take weeks or months. A refund from the store within the guarantee goes out in a few days.
- If you ask the store for the refund and also claim with the bank, the bank settles it and the request to the store is closed.
- If the bank rules in your favour, you lose access to the product, as with a refund.
Was this helpful?
Need to talk to someone?
The creator of the store sold you the product. They handle access, changes and refunds for your purchase.
Open the store from your purchase email and tap “Help” at the bottom of the page.
For a charge you don't recognise, buyer protection or your data, write to OnBio. Write to support