Tinkoff launched Tinkoff Return — a platform for free assistance to customers in challenging purchases from sellers, erroneous translations and legal advice.
The service helps customers resolve a wide range of problems and conflict situations related to unsuccessful or erroneous transactions using Tinkoff cards — purchases, transfers, payments, withdrawals or top-ups at ATMs, etc.
Tinkoff platform Returns including including providing clients with free legal assistance in case of conflict situations with stores and sellers.
At Tinkoff Return, clients can file a claim in the mobile application to get their money back in 2 clicks.
< p class="doc__text">Tinkoff Refund provides five main areas:
- Disputing card purchases using chargeback
- Service «Check Guardian» — legal assistance for returning money for purchases under the law on the protection of consumer rights
- Unsuccessful transactions at ATMs
- Erroneous transfers to bank clients
- Fraudulent transactions
What is unique about the Tinkoff Return service
Market practice is such that bank clients can only challenge purchases in accordance with the rules of payment systems that provide a number of restrictions.
Tinkoff Refund is a comprehensive platform for assistance in disputes, taking into account as much as possible all possible situations and problems that clients may encounter.
For example, Tinkoff Refund covers scenarios for returning transfers, purchases using a QR code or SBP, payments for subscriptions (including accidental ones), insurance policies, fraudulent purchases without presenting a card, flight cancellations, errors in orders or non-refunds on marketplaces, double payments, etc.
In addition, Tinkoff is the only bank in the country that, as part of the challenge platform, provides free legal assistance in returning funds under the consumer protection law — even in those scenarios when the money cannot be returned according to the rules of payment systems.
With the help of Tinkoff Refund, clients return their funds in 90% of requests. In 60% of cases, money is credited to the client’s account ahead of schedule, even before the return procedure is completed.
Alexey Baklanov, Vice President, Head of Ecosystem Security at Tinkoff:
“We strive to protect customers 360 degrees. Ensuring financial security is not only protection from fraudsters, but also in situations where the client’s consumer rights are violated. For example, he was deceived by an unscrupulous seller and sent defective equipment, or he bought flowers, and they withered as soon as they were brought home. Many are not familiar with the nuances of the law on the protection of consumer rights, which some companies periodically take advantage of.
According to our research, Russians could return 78 billion rubles annually, if they knew about the possibilities of challenging transactions.
That is why we launched a free service to return their funds to clients, and not only within the framework of the standard rules of payment systems, but also in non-trivial cases, when the case comes to court and professional legal assistance is required.”
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