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This guide explains what to do if something goes wrong with a payment you make through Bluechain. It summarises our Bluechain Terms and Bluechain Pay Terms. If anything in this guide differs from them, they apply.
The table shows who to contact and how long you have.
| What happened | Who to contact | Time limit |
|---|---|---|
| We did not pay your supplier, paid the wrong amount or the wrong account, or charged you twice | Us. We contact you within 5 Business Days and aim to put it right within 5 Business Days of confirming the error | Card: 30 days from the payment date for business customers. Bluechain Balance: 13 months |
| We could not complete a card payment, for example because the supplier’s account has closed | We contact you for updated details. If it is still not paid after 5 Business Days, we refund your card payment and the Service Fee | No action needed from you |
| You gave us the wrong account details | Us. We will try to recover the funds, but cannot guarantee it | As soon as possible |
| A card payment you did not make | Your card issuer, and tell us | Straight away |
| A bank payment you did not make, or that went wrong at your bank | Your bank | 13 months from the payment date |
| A payment from your Bluechain Balance you did not make | Us. We pass it to Modulr | 13 months from the payment date |
| You were tricked into paying a fraudster | Your bank (or us, for a payment from your Bluechain Balance), and Action Fraud | Straight away. Reimbursement claims within 13 months |
| A problem with the goods or services you paid for | The supplier | Under the supplier’s terms |
Our job is to pay your supplier correctly. We are not responsible for the goods or services you buy. If they do not arrive, are faulty or are not as described, please raise it with the supplier, as it needs to be resolved between you and them. A refund is a new payment back to you from the supplier.
If you paid by card and something is wrong, come to us first. You may ask your card issuer for a chargeback only where we failed to provide our service, or your card was used without your permission.
A chargeback because of a problem with the goods or services is not allowed under our Bluechain Pay Terms. If you raise one, you must repay us the amount reversed and our chargeback costs. Bank payments, including bulk payments, cannot be charged back. Where the supplier took your card payment through its own merchant account, any card dispute is between you, your card issuer and the supplier.
Invoice fraud usually works by changing a supplier’s bank details. Check any change with the supplier using contact details you already know to be genuine. We check the account name of every supplier bank account added to Bluechain. If the name does not fully match, we ask you to confirm the details before we pay.
If you are a consumer, a micro-enterprise or a charity and you were tricked into paying by bank or from your Bluechain Balance, you may be reimbursed under the Payment Systems Regulator’s reimbursement requirement, up to £85,000 per claim and subject to its conditions. Card payments are not covered by that requirement. If you paid a fraudulent invoice by card, tell us straight away: if we have not yet paid the supplier we will stop the payment, and if we have, we will try to recover the funds.
Raise a ticket in your Bluechain account or email info@bluechain.com. Include the Bluechain invoice number and what went wrong. We may ask you for more information, including for our financial crime checks. We do not charge you for raising a dispute.
If you want to make a complaint, we will acknowledge it within 3 Business Days and give you a final response within 15 Business Days. Complaints about your Bluechain Balance or a bank payment are passed to Modulr or Tink, and their complaints procedures then apply. Our Bluechain Terms explain the full process. You can also write to us at Bluechain Payments Limited, Building 4, Foundation Park, Maidenhead, SL6 3UD.
Bluechain Payments Limited is not authorised by the Financial Conduct Authority. It is a distributor of Modulr FS Limited (company number 09897919), an electronic money institution authorised and regulated by the Financial Conduct Authority (Firm Reference Number 900573). Funds from a card payment are Bluechain’s own funds until your supplier is paid. Funds in your Bluechain Balance are safeguarded by Modulr under the Electronic Money Regulations 2011 and are not covered by the Financial Services Compensation Scheme. Bank payments are initiated by Tink Financial Services Limited, authorised and regulated by the Financial Conduct Authority (Firm Reference Number 988456).