Going backwards: Russians are increasingly demanding a refund on electronic payments
Experts expect an increase in the number of requests from citizens demanding a refund through chargeback. The need for such a procedure arises when a conflict arises, when the seller does not want to return the money for the goods that did not suit the buyer or does not get in touch at all. Rospotrebnadzor attributes the forecast to an increase in the share of electronic payments and more frequent cases of fraud. Read about the problems with the return of funds and contesting transactions and the consequences for the banking sector in the Izvestia article.
Why are they asking for a refund?
Chargeback is becoming an increasingly popular procedure among Russian consumers. According to T-bank, if in 2024 the total amount of refunds at the request of customers amounted to 11.9 million rubles, then in 2025 it will be 39 million rubles.
According to these statistics, one of the most popular refund items is cultural and entertainment events canceled for various reasons, and not only within Russia.
Alexey Dianov, head of the Claims and Refunds Department at T-Bank, considers customers who pay for purchases with a card to be more secure, since, if necessary, a refund is possible with the participation of a payment system that acts as an arbitrator in a dispute in such circumstances.
— In 2025, the largest number of requests in this category was recorded in September. Then we managed to return 11.5 million rubles to customers who bought tickets to the festival, which was subsequently canceled," Dianov said.
Alexey Voylukov, an MBA professor of business practice in digital finance at the Presidential Academy, described the increase in the number of chargeback applications as a positive signal.
— Firstly, the volume of non-cash transactions on bank cards has actually reached its maximum values. The more operations there are, the higher the likelihood of disputes, which means the more often people resort to the chargeback mechanism provided for this purpose. Secondly, the level of financial literacy of Russians is growing. Few people knew about the procedure before. But as people learn about it, use it successfully, and share their experiences, the information spreads further," the expert notes. — As a result, more and more citizens understand that such a tool exists, and use it in those cases for which it is intended, when the dispute cannot be resolved directly with the seller.
At the same time, Voylukov stressed that chargeback is an extreme measure, and not a substitute for the usual dialogue with the seller.
When the funds will not be refunded
Chargeback will help you compete for money with a business — for an unproven service or a product that has not arrived, but this procedure has limitations, says Yulia Makarenko, deputy director of the Banking Development Institute.
"It is impossible to refund funds that were transferred from a card to an individual's card, voluntary donations, or if the bank card was not used during the operation," she reminds.
According to the financier, the money will not be refunded if the service or product is delivered in full.
"This is how the state protects businesses from manifestations of consumer extremism," the expert explains.
In addition, as Yulia Makarenko emphasizes, funds transferred in violation of security rules will not be refunded (for example, if the confirmation code from the SMS was called).
— Chargeback is also unavailable in case of an attempt to refund funds for an unproven service at special non-refundable rates. For example, for a plane ticket or a non-refundable hotel reservation, that is, if these are the terms of the original transaction. Such benefits are usually cheaper at non-refundable rates, and the risks are known in advance. The same applies to the renewal of paid subscriptions when the user forgot to cancel the subscription, and the cost was deducted in full," the expert summed up.
Beware of scammers
The growing number of citizens' requests for refunds for bank card transactions is a systemic problem that is directly related to the multiple increase in remote fraud, the introduction of criminal liability for drops and the simultaneous tightening of banking controls, says lawyer, Managing partner of Sokolov, Trusov and Partners, Vice President of the Guild of Russian Lawyers Fedor Cowards.
"Fraudulent schemes adapt quickly to new conditions, while law enforcement does not," he states. — As a result, conscientious citizens who formally turn out to be the last recipients of funds are increasingly under attack.
To avoid such situations, after which you will have to apply for a chargeback, Igor Dodonov, an analyst at Finam Financial Group, recommends checking the seller more carefully, at least based on reviews on the Internet.
— Or we recommend using organized marketplaces, where the risks of running into a fraudster are still significantly lower, — he says. For example, the same marketplaces offer resale (that is, from buyer to buyer), but under the protection of the site.
Are banks in danger?
Experts interviewed by Izvestia agree that chargeback does not pose any danger to the stability of the banking sector.
— On the contrary, it is an element that was originally created and maintained by the payment systems and banks themselves as part of a customer-oriented policy. As part of the chargeback, the bank only returns to the customer the money that was debited for a product or service that was not provided or improperly provided, actually collecting it from an unscrupulous seller. In this case, the banking system acts as an assistant and defender of the client," Alexey Voylukov believes.
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