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error.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"En caso de que se produzca un cobro incorrecto o fraudulento, el pagador tiene derecho a un reembolso completo e inmediato por parte de su entidad. A diferencia de la Protección al consumidor del Adeudo Directo de Reino Unido, la que ofrece SEPA está limitada en el tiempo.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"En esta guía explicamos en qué medida están protegidos tus clientes, tus obligaciones y cómo GoCardless puede ayudarte a gestionar cualquier reclamación.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Esquema de Adeudo Directo SEPA básico (Core)\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"El esquema de Adeudo Directo SEPA básico (Core) protege a tus clientes de tres maneras:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Notificaciones\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" - los clientes recibirán una notificación previa antes de cada cobro. Consulta nuestra guía para \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://gocardless.com/guides/sepa/taking-payments/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"realizar cobros\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" para obtener más información.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Reembolsos\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" - los clientes tienen derecho (con limitaciones temporales) a reembolsos de cobros de Adeudo Directo autorizados y no autorizados. Consulta la sección Reembolsos (a continuación) para obtener más información.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Control\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\" - los clientes pueden:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Aprender a gestionar los cobros de comerciantes concretos, de manera específica o elaborando listas negras (que bloquean a ciertos comerciantes) y listas de confianza (que permiten los cobros de ciertos comerciantes)\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Establecer un importe máximo de cobro e intervalos específicos\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Bloquear todos los cobros de Adeudo Directo de su cuenta\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Esquema de Adeudo Directo SEPA B2B\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"El esquema B2B SEPA está disponible exclusivamente para empresas y, por tanto, las protecciones que ofrece son considerablemente menores:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Notificaciones\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": los clientes recibirán una notificación previa antes de cada cobro. Consulta nuestra guía para \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://gocardless.com/guides/sepa/taking-payments/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"realizar cobros\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\" para obtener más información\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Reembolsos\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": los clientes solo tienen derecho (con limitaciones temporales) a reembolsos de cobros de Adeudo Directo no autorizados. Consulta la sección Reembolsos (a continuación) para obtener más información.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[{\"type\":\"bold\"}],\"value\":\"Validación por parte del banco del cliente\",\"nodeType\":\"text\"},{\"data\":{},\"marks\":[],\"value\":\": desde la entidad del pagador se debe comprobar, antes de efectuar el cargo en la cuenta, que todos los mandatos han sido debidamente emitidos y autorizados por el cliente y que los datos recibidos con cada cobro se corresponden con la información contenida en el mandato original. Además, tendrá que cumplir con todas las instrucciones de verificación adicionales establecidas por el pagador, ya que no tendrá derecho a un reembolso.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"ordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Los bancos aplican cada una de las protecciones anteriores y, de esa manera, forman parte intrínseca del esquema de Adeudo Directo SEPA. El banco del pagador procesa los reembolsos sin necesidad de discutirlo previamente con el comerciante.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Reembolsos\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Reembolsos sin necesidad de justificación, (exclusivamente para clientes del esquema Básico [Core])\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Los bancos se encargarán de reembolsar los importes solicitados en un plazo de ocho semanas desde que se efectuó el cargo de Domiciliación Bancaria SEPA, sin necesidad de justificación.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Al solicitarse un reembolso, el banco del cliente abonará el importe total inmediatamente. A continuación, informará al comerciante de la devolución a través de nuestro panel de control o nuestra API con un código de razón (consulta nuestra guía Recibir mensajes de los bancos). La cantidad reembolsada al cliente será automáticamente reclamada al comerciante.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Reembolsos de transacciones no autorizadas (para clientes del esquema B2B y Básico [Core] [si se ha superado el plazo de 8 semanas])\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Si la solicitud de reembolso afecta a una transacción no autorizada y, si conforme al esquema básico (Core), se ha superado el plazo de ocho semanas del pago, el cliente debe presentar su reclamación y cualquier prueba que la justifique, a su entidad, en el plazo de 13 meses desde la fecha en que se efectuó el cargo.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Un Adeudo Directo SEPA se considera una transacción no autorizada si:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"No existe mandato.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"El mandato no era válido.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"El mandato ha caducado (no se ha realizado ninguna transacción en 36 meses).\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"En la práctica, la entidad del cliente confiará siempre en la palabra del pagador e, inmediatamente, abonará en su cuenta el importe completo. A continuación, informará al comerciante de la devolución a través de un mensaje con un código de razón (consulta nuestra guía sobre como \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://gocardless.com/guides/sepa/receiving-sepa-dd-messages/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"recibir mensajes de los bancos\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\") y le reclamará automáticamente el importe reembolsado.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Resolución de conflicto / reclamaciones\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-4\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"En caso de considerar que una reclamación de devolución no está justificada, puedes contactar con el pagador para solucionar la situación fuera del esquema. Una reclamación de devolución en el esquema de Adeudo Directo SEPA no afecta a los acuerdos contractuales entre el comerciante y sus clientes.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Protecciones a los clientes SEPA en GoCardless\",\"nodeType\":\"text\"}],\"nodeType\":\"heading-3\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Estas protecciones se aplican de manera universal, no obstante, GoCardless te ayudará a gestionar las reclamaciones de devolución:\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"informándote inmediatamente si uno de tus clientes ha presentado una reclamación.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"},{\"data\":{},\"content\":[{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"colaborando con tu cliente y contigo para entender la situación, resolver cualquier problema y recuperar el cobro si corresponde.\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"list-item\"}],\"nodeType\":\"unordered-list\"},{\"data\":{},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"Para obtener más información acerca de los cobros de Adeudo Directo SEPA, o si estás interesado en GoCardless, echa un vistazo a nuestra \",\"nodeType\":\"text\"},{\"data\":{\"uri\":\"https://gocardless.es/\"},\"content\":[{\"data\":{},\"marks\":[],\"value\":\"página de GoCardless España.\",\"nodeType\":\"text\"}],\"nodeType\":\"hyperlink\"},{\"data\":{},\"marks\":[],\"value\":\"\",\"nodeType\":\"text\"}],\"nodeType\":\"paragraph\"}],\"nodeType\":\"document\"}","references":[]},"fields":{"richTextReadingTime":{"minutes":2.64}},"markdownBody":{"childMarkdownRemark":{"timeToRead":3,"html":"

Los clientes de Adeudo Directo SEPA están protegidos ante los cobros realizados por error.

\n

En caso de que se produzca un cobro incorrecto o fraudulento, el pagador tiene derecho a un reembolso completo e inmediato por parte de su entidad. A diferencia de la Protección al consumidor del Adeudo Directo de Reino Unido, la que ofrece SEPA está limitada en el tiempo.

\n

En esta guía explicamos en qué medida están protegidos tus clientes, tus obligaciones y cómo GoCardless puede ayudarte a gestionar cualquier reclamación.

\n

Esquema de Adeudo Directo SEPA básico (Core)

\n

El esquema de Adeudo Directo SEPA básico (Core) protege a tus clientes de tres maneras:

\n
    \n
  1. \n

    Notificaciones - los clientes recibirán una notificación previa antes de cada cobro. Consulta nuestra guía para realizar cobros para obtener más información.

    \n
    2. \n
  2. \n

    Reembolsos - los clientes tienen derecho (con limitaciones temporales) a reembolsos de cobros de Adeudo Directo autorizados y no autorizados. Consulta la sección Reembolsos (a continuación) para obtener más información.

    \n
    3. \n
  3. \n

    Control - los clientes pueden:

    \n\n
    4. \n
\n

Esquema de Adeudo Directo SEPA B2B

\n

El esquema B2B SEPA está disponible exclusivamente para empresas y, por tanto, las protecciones que ofrece son considerablemente menores:

\n
    \n
  1. Notificaciones : los clientes recibirán una notificación previa antes de cada cobro. Consulta nuestra guía para realizar cobros para obtener más información.
    2. \n
  2. Reembolsos : los clientes solo tienen derecho (con limitaciones temporales) a reembolsos de cobros de Adeudo Directo no autorizados. Consulta la sección Reembolsos (a continuación) para obtener más información.
    3. \n
  3. Validación por parte del banco del cliente : desde la entidad del pagador se debe comprobar, antes de efectuar el cargo en la cuenta, que todos los mandatos han sido debidamente emitidos y autorizados por el cliente y que los datos recibidos con cada cobro se corresponden con la información contenida en el mandato original. Además, tendrá que cumplir con todas las instrucciones de verificación adicionales establecidas por el pagador, ya que no tendrá derecho a un reembolso.
    4. \n
\n

Los bancos aplican cada una de las protecciones anteriores y, de esa manera, forman parte intrínseca del esquema de Adeudo Directo SEPA. El banco del pagador procesa los reembolsos sin necesidad de discutirlo previamente con el comerciante.

\n

Reembolsos

\n

Reembolsos sin necesidad de justificación, (exclusivamente para clientes del esquema Básico [Core])

\n

Los bancos se encargarán de reembolsar los importes solicitados en un plazo de ocho semanas desde que se efectuó el cargo de Domiciliación Bancaria SEPA, sin necesidad de justificación.

\n

Al solicitarse un reembolso, el banco del cliente abonará el importe total inmediatamente. A continuación, informará al comerciante de la devolución a través de nuestro panel de control o nuestra API con un código de razón (consulta nuestra guía Recibir mensajes de los bancos). La cantidad reembolsada al cliente será automáticamente reclamada al comerciante.

\n

Reembolsos de transacciones no autorizadas (para clientes del esquema B2B y Básico [Core] [si se ha superado el plazo de 8 semanas])

\n

Si la solicitud de reembolso afecta a una transacción no autorizada y, si conforme al esquema básico (Core), se ha superado el plazo de ocho semanas del pago, el cliente debe presentar su reclamación y cualquier prueba que la justifique, a su entidad, en el plazo de 13 meses desde la fecha en que se efectuó el cargo.

\n

Un Adeudo Directo SEPA se considera una transacción no autorizada si:

\n\n

En la práctica, la entidad del cliente confiará siempre en la palabra del pagador e, inmediatamente, abonará en su cuenta el importe completo. A continuación, informará al comerciante de la devolución a través de un mensaje con un código de razón (consulta nuestra guía sobre como recibir mensajes de los bancos) y le reclamará automáticamente el importe reembolsado.

\n

Resolución de conflicto / reclamaciones

\n

En caso de considerar que una reclamación de devolución no está justificada, puedes contactar con el pagador para solucionar la situación fuera del esquema. Una reclamación de devolución en el esquema de Adeudo Directo SEPA no afecta a los acuerdos contractuales entre el comerciante y sus clientes.

\n

Protecciones a los clientes SEPA en GoCardless

\n

Estas protecciones se aplican de manera universal, no obstante, GoCardless te ayudará a gestionar las reclamaciones de devolución:

\n\n

Para obtener más información acerca de los cobros de Adeudo Directo SEPA, o si estás interesado en GoCardless, echa un vistazo a nuestra página de GoCardless España..

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