Can I get a refund for an online scam or unauthorised payment?
It depends on the type of problem, but often yes. If you suffered an unauthorised payment or card fraud (a transaction you didn't make), the payment-services rules (PSD2) give you a right to a refund from the bank, usually quickly, unless the bank proves fraud or gross negligence on your part. You must block the card and report the transaction at once. If instead you were the victim of a scam in a purchase (goods paid for and never received, a fake site), you can try a chargeback via the card network, file a report with the Postal Police and flag the case. It's different if you were tricked into making the payment yourself (romance scams, fake operators): here a refund is harder, but it's still worth reporting and flagging. In all cases: act fast and keep the evidence.
📋 The rules
- Unauthorised payment/fraud: right to a refund (PSD2)
- Save for fraud or gross negligence proven by the bank
- Block the card and report the transaction at once
- Scam purchase: try a chargeback and report (Postal Police)
- Act fast and keep the evidence
🔓 Exceptions
- Payments you authorised yourself, tricked into it: refund harder
- Gross negligence (PIN or codes shared, alerts ignored): can exclude the refund
- Deadlines to dispute the transaction: must be met without delay
⚠️ Penalties & fines
A bank that refuses to refund an unauthorised transaction without proving your fraud or gross negligence breaches the rules: you can file a complaint and then turn to the Banking and Financial Ombudsman (ABF). For purchase scams, file a report with the Postal Police, keep emails, orders, screenshots and receipts, and start a chargeback with your bank within the network's deadlines. To prevent, never share PIN, passwords and verification codes, beware of texts and emails asking for data (phishing) and check your transactions often. The sooner you report, the greater the protection.
📎 Official sources
- Bank of Italy · Unauthorised transactions and the Banking Ombudsman →
- Postal Police · Online scams and reporting →
- Normattiva · Lgs. Decree 11/2010 and PSD2 (payment services) →
❓ Frequently asked
Can I get a fraudulent card payment refunded?
Yes. For an unauthorised or fraudulent transaction you have a right to a refund from the bank, usually quickly, unless the bank proves fraud or gross negligence on your part. Block the card at once, report the transaction and, if there's fraud, file a report.
What do I do if I see a transaction I don't recognise?
Notify the bank immediately, block the card and, in case of fraud, file a report with the Postal Police. Reporting without delay is essential for protection. Keep the evidence and, if the bank doesn't respond properly, file a formal complaint.
I was scammed in an online purchase: can I get my money back?
You can try a chargeback via the card network with your bank, within the deadlines, and file a report with the Postal Police. Keep orders, emails, screenshots and receipts. Recovery isn't guaranteed, but acting fast increases the chances.
And if I authorised the payment myself because I was tricked?
When you make the payment yourself, tricked into it (romance scams, fake bank operators), a refund is harder, as the transaction appears authorised. It's still worth notifying the bank and reporting it: in some cases protection can be obtained.
What do I do if the bank won't refund me?
File a written complaint with the bank and, if you don't get a satisfactory answer, turn to the Banking and Financial Ombudsman (ABF). For unauthorised transactions, it's the bank that must prove your fraud or gross negligence not to refund.
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