In the age of digital payments, convenience and speed are the norm. However, you might encounter an annoying setback: a double charge on a POS transaction with your Postepay card. Whether it’s for a coffee at a café, the weekly groceries, or a full tank of gas, seeing the same amount deducted twice from your balance can be concerning. Fortunately, this isn’t a permanent loss. There are clear procedures and consumer protections in place to ensure you can recover the incorrectly charged amount. This complete guide explains step-by-step how to handle the situation, identify the causes of the problem, and initiate the correct refund procedures with Poste Italiane.
Understanding the origin of a double charge is the first step to resolving it. Often, the cause is a simple technical error with the POS terminal, perhaps due to connection issues that lead the merchant to repeat the transaction. Other times, it could be a banking system bug or a duplicate authorization that wasn’t finalized. In these scenarios, the error is unintentional and usually easy to fix. It’s important to distinguish these cases from unauthorized or fraudulent transactions, which require immediate action like blocking the card. Knowing the nature of the problem helps you interact more effectively with both the merchant and the card issuer, speeding up the process of getting your money back.
Postepay Double Charge: The Most Common Causes
A double charge on a POS terminal can stem from several situations, almost always technical or human in nature and rarely malicious. One of the most frequent causes is a POS terminal error. For example, if the network connection is unstable, the device might not correctly communicate the outcome of the first transaction, prompting the merchant to repeat it. This can also happen with contactless payments, where an unintentional second tap of the card could generate a new payment. Another possible cause is duplicate transactions due to network or banking system issues, which erroneously process the same request twice. Finally, human error by the merchant, who might accidentally enter and confirm the transaction twice, cannot be ruled out. In some cases, such as at gas pumps or for hotel reservations, it might not be a true double charge but a pre-authorization—an amount temporarily “frozen” to verify fund availability, which is then automatically released.
What to Do Immediately: First Steps After the Error
As soon as you notice a double charge, the first thing to do is act calmly and methodically. Your first point of contact is the merchant where the payment occurred. Often, the shopkeeper can immediately verify the error and can proceed to void the duplicate transaction right away. Always keep both receipts, if available, as proof. If talking to the merchant doesn’t lead to an immediate solution, or if you only notice the error later when checking your transaction history, the next step is to contact your bank—in this case, Poste Italiane. Check the status of the transactions through the Postepay app or website: sometimes one of the two transactions will be listed as “pending” and may be automatically canceled within a few days. If both transactions are listed as “posted,” it means the money has actually been withdrawn, and you will need to start a formal dispute process.
The Dispute Procedure with Poste Italiane
If you couldn’t resolve the issue directly with the merchant, you must initiate a formal dispute procedure with Poste Italiane to request a refund. This process, also known as a chargeback, is a consumer right protected by specific regulations. To start the request, you need to fill out the “Modulo di Contestazione Addebito per i Servizi Postepay” (Dispute Form for Postepay Services), available online on the Poste Italiane website or at post offices. On the form, you will need to provide your personal details, card details, and specify the nature of the dispute, selecting the option for double or multiple charges (typically section C4 of the form). It is crucial to fill out the form completely and accurately to avoid delays in processing your case.
Required Documents and How to Submit Them
For your refund request to be successful, it’s crucial to attach all necessary documentation. Along with the completed and signed dispute form, you will need to provide a copy of your valid ID and tax code (codice fiscale). It is also essential to include proof of the double charge, such as the card statement showing both transactions and, if you have them, the POS receipts. Any other useful evidence, like a written statement from the merchant acknowledging the error, can strengthen your claim. Once everything is prepared, you can send the documentation to Poste Italiane through various channels: online, via your personal area on the website; via certified email (PEC) to the address reclami.postepay@pec.posteitaliane.it; by fax; or by delivering it in person to a post office.
Refund Timelines and Management
Once the dispute request is submitted, Poste Italiane will launch an investigation to verify the claim’s validity. Response times can vary. Generally, the bank must provide a response within 15 business days. If the dispute is accepted, the incorrectly charged amount will be credited back directly to your Postepay card or the account linked to it. In some cases, especially if the error is obvious, the reversal can happen more quickly, even within a few business days. However, for more complex chargeback procedures involving international payment networks, the timeline could extend to 30-120 days. It is advisable to periodically monitor the status of your case and keep the receipt for submitting the claim.
If Your Refund Request Is Denied
In most cases of a clear double charge, the dispute is accepted without issue. However, it can happen that Poste Italiane denies the request. If you believe the denial is unjustified, all is not lost. Consumer protection regulations, like the European PSD2 directive, offer further tools. The first step is to ask the bank for the written reasons for the denial. If the explanations are not convincing, you can turn to the Arbitro Bancario Finanziario (ABF), the Banking and Financial Arbitrator. This is an independent and impartial body that helps resolve disputes between customers and financial intermediaries more quickly and cheaply than going to court. To file an appeal with the ABF, you must have already tried to resolve the issue with the bank and have proof of the submitted claim. The ABF will make a decision based on the documentation provided by both parties.
In Brief (TL;DR)
If you’ve been double-charged on your Postepay card after a POS payment, this article provides the complete procedure to dispute the transaction and get a refund.
Here is the detailed procedure for disputing the incorrect transaction and requesting a credit from Poste Italiane.
Let’s look at the steps to follow to initiate a dispute and get your refund.
Conclusion
Experiencing a double charge on a POS with your Postepay is an inconvenience that can happen, but it’s important to remember that there are effective solutions to get your money back. The key is to act promptly and with full knowledge of the process. The first step is always to talk to the merchant, who can often fix the error on the spot. If that’s not possible, the formal dispute procedure with Poste Italiane, supported by the correct documentation, is the main path to getting a refund. European and national regulations, such as the PSD2 directive and the Consumer Code, provide a solid safety net for consumers in electronic payments. Remember to always keep your receipts and monitor your card’s transaction history to promptly identify any anomalies. This way, you can continue to enjoy the convenience of digital payments with greater peace of mind and awareness of your rights.
Frequently Asked Questions
If you notice the double charge right away, speak to the merchant immediately. Ask them to verify the error and proceed with a void, which is the cancellation of the duplicate transaction. It is crucial to keep both payment receipts (the correct one and the incorrect one) as proof.
If you can’t resolve it with the merchant, you need to initiate a dispute procedure, known as a “chargeback,” directly with Poste Italiane. You can fill out the “Dispute Form for Postepay Services” (Modulo di contestazione addebito per i servizi Postepay) online on the Poste Italiane website, or download it and send it via certified email (PEC), fax, or registered mail with return receipt (raccomandata A/R).
For the refund request, you will need to attach the completed dispute form, a copy of your valid ID, a copy of your tax code (codice fiscale), and a front-and-back copy of the Postepay card. It is essential to also include proof of the double payment, such as POS receipts or screenshots from the transaction list in the app.
Timelines can vary. After you submit the dispute, Poste Italiane will launch an investigation. Generally, the chargeback process can take from 30 to 120 days. For banking disputes, you should receive a response within 15-60 days, after which, if the outcome is positive, the refund will be credited.
Yes, it’s possible, although more complex. The duplicate transaction is still recorded and visible in your card’s transaction history, accessible via the Postepay app or online banking. You can use a screenshot of this list as proof of the incorrect charge to attach to your dispute form.
Did you find this article helpful? Is there another topic you'd like to see me cover?
Write it in the comments below! I take inspiration directly from your suggestions.