A chargeback is a procedure by which your bank or card issuer can reclaim a payment that was already made. It's an effective tool for genuine fraud — for normal order issues it's usually not the fastest path and can mean extra effort for you.
Please contact us first
In the vast majority of cases we can solve your issue faster and more straightforwardly than a formal bank procedure — whether it's cancellation, withdrawal, refund after return, or an incorrect booking. Send us a short message with the order number and description; usually the matter is resolved within a few business days.
When a chargeback makes sense
- You see a charge from smartport that you never authorised (e.g. suspected card theft).
- You contacted us, received no response repeatedly, and no refund was issued — which really shouldn't happen. In that case we'd still appreciate a short escalation email upfront.
What happens during a chargeback
Once your bank starts the procedure, the amount is blocked on our side and we receive an official request to respond. The procedure can take several weeks; during this time we don't issue an additional refund as that would create a double charge. You receive your money back at the end of the procedure — provided the claim is justified.
If you've already started a chargeback
Send us the order number and date and we'll handle the procedure constructively with your bank — same principle: no dispute, just clean resolution.