Chargeback Dispute — 2026 Visa / Mastercard / Amex Guide

A chargeback reverses a card transaction where something went wrong. It is the consumer’s fastest remedy — usually 30–60 days — and it works when the drafting is specific enough to satisfy the card scheme’s rules.

When chargeback works

• Goods never arrived
• Goods arrived but were significantly not as described
• Goods arrived defective and merchant refuses refund
• Service not provided (flight cancelled, holiday not delivered)
• Transaction was fraudulent
• Subscription charged after cancellation
• Duplicate charge
• Credit promised but not processed

Chargeback vs Section 75

• Chargeback — Visa/Mastercard/Amex rule. Debit AND credit cards. Shorter window (~120 days). No £100 minimum.
• S.75 — statutory under CCA 1974. Credit cards only. £100–£30,000. Up to 6 years.

Where both apply, use chargeback first for speed, keep s.75 in reserve for refusal or later-discovered issues.

Reason codes — the scheme’s taxonomy

Each scheme categorises disputes. For Visa — “Consumer Disputes” (13.1 Merchandise/Services Not Received, 13.3 Not as Described, 13.5 Misrepresentation, etc.). For Mastercard — similar numbered reason codes. Amex uses plain-language categories.

Your dispute letter should state the reason code explicitly. Card schemes reject poorly-coded disputes even where the underlying facts are strong.

Evidence the scheme expects

• Proof of purchase (receipt, order confirmation)
• Proof of delivery expected (tracking if applicable)
• Correspondence with the merchant attempting to resolve
• Photos of defective goods
• Screenshot of cancellation if subscription dispute
• Statement of the loss

Structure — the Litigant Standard

Short narrative. Reason code stated. Evidence schedule. Amount disputed. Resolution sought.

The merchant’s right of representation

The merchant can produce evidence (delivery proof, signed acceptance) to contest. If successful, the chargeback is reversed and you may face a second “chargeback reversal.” Pre-arbitration and arbitration follow if contested further — arbitration is scheme-decided and final.

Fraud chargebacks — the fast track

Unauthorised transactions must be reported to the card issuer within 13 months (Payment Services Regulations 2017). Issuer investigates — if transaction was not authorised by the cardholder, issuer must refund immediately (subject to gross negligence).

APP fraud (Authorised Push Payment) — the new regime

Since October 2024, mandatory reimbursement for APP fraud scams up to £415,000 per claim, with certain exclusions for gross negligence. Different from chargeback — it is a Pay.UK scheme covering bank transfer fraud, not card fraud. Chris drafts both.

Can Chris draft the chargeback letter?

Yes. Upload transaction details, correspondence, evidence. Chris drafts the chargeback request with reason code, evidence schedule, and supporting narrative. Claims companies take a cut of APP fraud awards — Chris does not.

Prepare to win. Plan not to fail.

Chargebacks are won on drafting. Merchants have dispute teams. You now have Chris.

Related ways to get your money back

Section 75 credit-card claim · PPI mis-selling claim

Frequently asked questions

What is a chargeback and when does it work?

A chargeback reverses a card transaction where something went wrong. It typically works where goods never arrived, arrived significantly not as described or defective, a service was not provided, the transaction was fraudulent, a subscription was charged after cancellation, a charge was duplicated, or a promised credit was never processed.

Chargeback or Section 75 — which should I use?

Chargeback is a Visa/Mastercard/Amex scheme rule that applies to debit and credit cards with no minimum, but a shorter window. Section 75 is statutory under the Consumer Credit Act 1974, applies to credit cards only within a set value band, and runs for up to six years. Where both apply, the page suggests using chargeback first for speed and keeping s.75 in reserve for a refusal or a later-discovered issue.

What are reason codes and why do they matter?

Each scheme categorises disputes under numbered reason codes (Visa uses “Consumer Disputes” categories such as merchandise/services not received, not as described and misrepresentation; Mastercard uses similar numbered codes; Amex uses plain-language categories). Your dispute letter should state the reason code explicitly, because schemes reject poorly-coded disputes even where the underlying facts are strong.

What evidence does the scheme expect?

Proof of purchase, proof of delivery expected (tracking where applicable), correspondence with the merchant attempting to resolve, photos of defective goods, a screenshot of any cancellation for a subscription dispute, and a clear statement of the loss. The recommended structure is a short narrative, the reason code stated, an evidence schedule, the amount disputed and the resolution sought.

Can the merchant fight back?

Yes. The merchant has a right of representation and can produce evidence — such as delivery proof or signed acceptance — to contest the chargeback. If successful, the chargeback can be reversed and you may face a “chargeback reversal.” Pre-arbitration and arbitration follow if it is contested further; arbitration is scheme-decided and final.

How is APP (bank-transfer) fraud different from a card chargeback?

Authorised Push Payment fraud reimbursement is a separate Pay.UK scheme covering bank-transfer fraud rather than card fraud, with mandatory reimbursement for in-scope scams subject to certain exclusions for gross negligence. It is distinct from a card chargeback. Chris drafts both, and unlike claims companies takes no cut of any APP fraud award.

Related guides: Section 75 claim guide · APP fraud reimbursement guide · Financial Ombudsman complaint guide · All civil court forms