Disputing a transaction made with your MasterCard debit card

If you notice an anomaly on your account statement with Edmond de Rothschild (Switzerland) S.A., we advise you to dispute it promptly with our partner SIX.

Here are the criteria to consider and the steps to follow:

Reimbursement Criteria:
Reimbursement may be considered for the following reasons:
•    Non-receipt of the goods or service paid for;
•    Receipt of damaged, counterfeit, or defective goods or services (a return of the goods may be necessary);
•    Billing errors, including incorrect amounts or double charges;
•    Charges for a subscription despite its prior cancellation.

Exclusion Cases for Reimbursement:
Reimbursement is not possible in the following situations:
•    Transactions secured via 3-D Secure;
•    Deadline to cancel the transaction expired (30 days since the receipt/availability of the Edmond de Rothschild (Switzerland) S.A. account statement mentioning the transaction);
•    Suscription not validly terminated ;
•    Transactions completed via a digital wallet (e.g., Apple Pay, Samsung Pay, Google Pay, etc.).;
•    Claims regarding the quality of the goods or services paid for.

Transaction Dispute Procedure:
1.    Contact the merchant to try to resolve the situation directly.
2.    If no agreement is reached, initiate the cancellation process by submitting the dispute form to SIX.
3.    If you suspect fraud and the MasterCard debit card is active, immediately call SIX using the number on the back of the card to block it.
4.    Ensure not to exceed 35 disputes per MasterCard debit card.
5.    Gather all supporting documents (e-mails, correspondence with the merchant, evidence, etc.) and attach them to the dispute form.
6.    Upload the dispute form and supporting documents on SIX's website (www.six-group.com) for processing.
7.    An e-mail acknowledgment will be sent to you by SIX after successful upload of documents.

Please note that several parties are involved in the clarification process, which may cause the final resolution of your request to take several months under certain circumstances. The decision regarding the acceptance or denial of a transaction cancellation is made in accordance with Mastercard's rules. It cannot be influenced by SIX or the card issuer (Edmond de Rothschild (Switzerland) S.A.). It cannot be guaranteed that the merchant will accept the cancellation of a transaction and that the card issuer can refund you the amount corresponding to the disputed transaction.

Action to Dispute a Transaction:
Click on the link below to download the dispute form. Fill it out and return it along with the supporting documents via SIX's website.