Language and currency:
en | £
Country of collecting the order:
Great Britain

Unauthorized transaction

Someone paid with my card without my permission

An unauthorized card transaction is a stressful situation, but in many cases you can quickly recover your money and block further fraud. Below we explain step by step what to do if you notice that your card has been used for payment in our store without your permission.

1. How to recognize an unauthorized payment?

  • You have received SMS or notification from your bank about paying for an order you did not place.

  • On the statement you see a transaction for SELLBEST.EN or our payment provider, and you don't remember such a purchase.

  • It came to you e-mail order confirmation from our store to another delivery address or to a name you do not recognize.

2. Immediate action

  1. Cancel the card at the bank

    • Call the bank's hotline (you'll find the number on the back of the card) or restrict the card on the mobile app.

    • Ask for new card number and by the way, ask about the procedure chargeback (chargeback).

  2. Report the transaction as unauthorized

    • The bank should withhold payment or start the complaint process in accordance witharticle.46 of the Payment Services Act (You have up to 13 months to apply, but the sooner the better).

    • If the payment was made using 3-D Secure or strong PSD2 authentication, you still have the right to file a complaint if you did not authorize the transaction.

  3. Contact us to stop your order

    • Send an email to contact@sellbest.en or call at +48 456 455 010 (pon.-pt. 9:00-17:00).

    • Enter card number (first 6 and last 4 digits), the date and amount of the transaction and, if you have one, order number from the email confirmation.

    • If the package has not been sent - we will block it immediately.

    • If the goods have already been shipped - we will report the matter to the courier company to stop delivery or return to the warehouse.

3. How the verification is done in our store?

  1. Check payment logs - we verify from which IP address the order was placed, when it was placed and what data was provided for payment.

  2. We're putting the order on hold pending.

  3. We work with a bank and a payment operator - we provide the necessary documents to expedite the chargeback.

  4. We confirm the return of funds - when the bank completes the complaint or we acknowledge it on our own initiative, you will receive a refund on your card account.

4. Your rights and consumer protection

  • Protection against unauthorized transaction: if you are not at fault intentionally or through gross negligence, your liability for transactions made without your consent is limited to the equivalent of EUR 50 (approx.215 zl).

  • Chargeback: in the case of Mastercard and Visa, you can request a chargeback from your bank - it is the bank that recovers the money from the store or payment provider.

  • Deadlines: the bank should return the funds immediately, no later than the end of the next business day upon discovery of an unauthorized transaction, although this usually requires a prior complaint.

5. Notification of law enforcement agencies

  • If your card has been stolen or you suspect wider fraud, report the matter to the police. Take away the card stop confirmation and the printout of the transaction.

  • Give us the case number - this will help in the exchange of information with law enforcement agencies.

6. How to prevent similar situations?

  • Enable push/SMS notifications about each card transaction. This way you can quickly detect unauthorized payments.

  • Set daily and online limits for the card. By doing so, you will reduce potential losses.

  • Pay only on trusted devices and networks - Public Wi-Fi may be vulnerable to eavesdropping.

  • Never give full card details via email/SMS - neither the store nor the bank require it.

  • Regularly update your software (system, browser, antivirus). By updating your software, you will reduce the risk of malware stealing your data.

  • Don't click on suspicious links. Always double verify that the message was actually sent by us. Criminals very often impersonate real websites and stores.

7. Contact details of our store

If you have any doubts, contact us - we will help you through the entire recovery process and ensure that the transaction is canceled. Remember, a quick response is the best way to minimize losses and prevent further abuse.

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