Chargeback Guide for Consumers (2026)

When Can You Request a Chargeback?

Chargeback may be available when:

• You paid by debit card, credit card, or prepaid card — chargeback applies to Visa, Mastercard, and American Express transactions regardless of card type.
• Goods were not delivered — you paid for an item and it never arrived, and the seller has not provided a refund.
• Goods or services were not as described — what you received was materially different from what was advertised or agreed.
• Goods were defective or faulty — the product was broken, damaged, or not of satisfactory quality.
• The merchant has ceased trading — the business has gone into administration, liquidation, or has simply disappeared.
• You were charged the wrong amount — the transaction amount differs from what you agreed.
• You were charged twice — a duplicate transaction appeared on your account.
• A recurring payment continues after cancellation — you cancelled a subscription or recurring payment and the merchant continued to charge you.
• The transaction was unauthorised — someone used your card details without your permission (this is a fraud claim, which has its own process, but chargeback can also apply).

Chargeback does not apply when:

• You simply changed your mind about a purchase (buyer’s remorse is not a valid chargeback reason).
• The goods or services were exactly as described and you are dissatisfied for subjective reasons.
• The time limit has expired — see the deadlines section below.
• You have already received a refund from the merchant.

How Chargeback Works

Chargeback is a dispute resolution mechanism built into the payment card networks. It operates between banks, not between you and the merchant directly. Here is the process:

1. You contact your bank or card issuer and explain why you are disputing the transaction.
2. Your bank reviews the request and, if it considers the claim valid, initiates a chargeback by sending a request to the merchant’s bank (known as the acquiring bank).
3. The merchant’s bank notifies the merchant and debits the disputed amount from the merchant’s account (or holds it pending the outcome).
4. The merchant can accept or contest the chargeback. If the merchant accepts, the refund is processed. If the merchant contests it (known as “representment”), they must provide evidence that the transaction was legitimate and the goods or services were delivered as agreed.
5. If the merchant contests, your bank reviews the evidence and decides whether to uphold or reverse the chargeback. In some cases, the dispute goes to arbitration by the card network (Visa, Mastercard, or Amex), which makes a final decision.
6. If the chargeback is upheld, the money is returned to your account. If it is reversed, the charge stands.

The entire process typically takes between 4 and 12 weeks, depending on whether the merchant contests the claim.

Chargeback Rules by Card Network

Each card network has its own chargeback rules and reason codes. The key differences are:

Visa

Visa’s chargeback system (called Visa Resolve Online or VROL) uses specific dispute categories:

• Fraud — unauthorised transactions.
• Consumer disputes — goods not received, goods not as described, defective merchandise, cancelled recurring transactions.
• Processing errors — duplicate transactions, incorrect amounts.

The standard time limit for Visa chargebacks is 120 calendar days from the transaction date or the expected delivery date (whichever is later). For some dispute types, such as cancelled recurring transactions, the 120 days runs from the date of the last unwanted charge.

Mastercard

Mastercard’s chargeback system uses a similar structure:

• Fraud — unauthorised or counterfeit transactions.
• Cardholder disputes — goods or services not provided, goods not as described, defective goods.
• Processing errors — duplicate processing, incorrect amounts.

The standard time limit is 120 calendar days from the transaction date or the date you became aware of the problem (for goods not as described or defective goods). For non-delivery, the 120 days typically runs from the last expected delivery date.

American Express

American Express operates its own chargeback system (Amex handles both the issuing and acquiring side for many transactions):

• Goods or services not received.
• Goods or services not as described or defective.
• Billing errors and duplicate charges.
• Cancelled recurring billing.

The standard time limit is 120 days from the transaction date. Amex may allow longer in some cases, particularly for delayed delivery disputes.

How to Request a Chargeback: Step by Step

1. Try to Resolve the Dispute with the Merchant First

Before requesting a chargeback, contact the merchant and attempt to resolve the problem. Ask for a refund, replacement, or other remedy. Keep records of all communications — emails, chat transcripts, letters. If the merchant refuses, does not respond within a reasonable time (14 days is reasonable), or has ceased trading, proceed to the next step.

Your bank will almost certainly ask whether you contacted the merchant first. Having evidence that you tried strengthens your chargeback request.

2. Contact Your Bank or Card Issuer

Call your bank’s customer service line or visit a branch. Explain that you want to dispute a transaction and request a chargeback. Some banks allow you to initiate chargebacks through their mobile app or online banking platform.

Be prepared to provide:

• The date of the transaction.
• The amount.
• The merchant’s name as it appears on your statement.
• A description of the problem (goods not received, goods defective, etc.).
• Evidence of your attempts to resolve the matter with the merchant.

3. Put Your Request in Writing

Even if you speak to your bank by phone, follow up with a written request (by email or letter). This creates a record of your chargeback request and the date it was made. Include:

• Your name and account details.
• The transaction date, amount, and merchant name.
• A clear explanation of the dispute.
• Supporting evidence (copies of correspondence with the merchant, photographs of defective goods, delivery tracking showing non-delivery, etc.).
• A request that the bank initiates a chargeback under the applicable card network rules.

4. Provide Evidence

The strength of your chargeback claim depends on the evidence you supply. The more evidence you provide, the harder it is for the merchant to contest the chargeback successfully. Useful evidence includes:

• Screenshots of the product listing or service description.
• Photographs of defective or damaged goods.
• Delivery tracking information showing non-delivery.
• Correspondence with the merchant showing their refusal to resolve the issue.
• Expert reports (for high-value items — for example, a mechanic’s report on a defective vehicle).
• Proof of cancellation (for recurring payment disputes).

5. Wait for the Outcome

Your bank will process the chargeback request and may issue a provisional credit to your account while the dispute is being resolved. If the merchant does not contest the chargeback, the credit becomes permanent. If the merchant contests it, your bank will review the merchant’s evidence and decide.

If the chargeback is rejected, ask your bank for a written explanation. You may be able to provide additional evidence and request a review. If the bank’s final decision is unfavourable, you can complain to the Financial Ombudsman Service.

Key Deadlines

Important: The 120-day time limit is strict. If you miss it, your bank will not be able to process the chargeback, regardless of the merits of your claim. Act quickly.

What Happens After You Request a Chargeback

The bank processes the chargeback and the merchant does not contest it. The money is returned to your account, usually within a few days of the chargeback being processed. This is the best-case scenario and happens more often than you might expect — many merchants, particularly those that have ceased trading, do not respond to chargeback requests.

The merchant contests the chargeback (representment). The merchant provides evidence to their bank that the transaction was legitimate. Your bank reviews this evidence. If the merchant’s evidence is persuasive (for example, they can show proof of delivery), the chargeback may be reversed and the charge reinstated on your account.

The dispute goes to arbitration. If neither side accepts the other’s position, the card network (Visa, Mastercard, or Amex) may arbitrate the dispute. Arbitration decisions are binding on both banks. Arbitration is relatively rare for low-value consumer disputes but can happen for larger claims.

The chargeback is rejected by your bank. If your bank decides the chargeback request does not meet the card network’s criteria, they will decline to process it. Ask for a written explanation and consider whether a Section 75 claim (if you used a credit card) or a court claim against the merchant is appropriate.

Chargeback vs Section 75: When to Use Which

This is one of the most common questions in consumer disputes, and the answer depends on your circumstances.

Use chargeback when:

• You paid by debit card (Section 75 does not cover debit cards).
• The item cost £100 or less (below the Section 75 threshold).
• You are within the 120-day time limit and want the fastest resolution.
• The dispute is straightforward (non-delivery, duplicate charge, cancelled subscription).

Use Section 75 when:

• You paid by credit card and the item cost between £100.01 and £30,000.
• You are outside the 120-day chargeback window but within the 6-year limitation period.
• You are claiming consequential losses beyond the purchase price (chargeback is limited to the transaction amount; Section 75 is not).
• The supplier has gone bust and you need a route that does not depend on recovering money from the merchant’s bank.
• The dispute is complex and involves breach of contract or misrepresentation.

Use both when:

• You paid by credit card, the item cost more than £100, and you are within the 120-day window. Start with chargeback (faster) and pursue Section 75 as a fallback if the chargeback fails. You cannot recover the same loss twice, but you can pursue both routes simultaneously.

Common Mistakes to Avoid

1. Missing the 120-day deadline. This is the single biggest mistake. The clock starts running from the transaction date (or expected delivery date in some cases). If you are approaching the limit, contact your bank immediately — do not wait for the merchant to respond to your complaint.
2. Not contacting the merchant first. Your bank will ask whether you tried to resolve the dispute directly. If you did not, the bank may decline the chargeback. Always make a reasonable attempt to resolve the matter with the merchant before requesting a chargeback.
3. Assuming chargeback is guaranteed. Chargeback is not a legal right — it is a process governed by card network rules. Your bank has discretion, and the merchant can contest the chargeback. Provide strong evidence to maximise your chances.
4. Not providing sufficient evidence. A chargeback request that says “the goods were rubbish” without supporting evidence is unlikely to succeed. Provide photographs, correspondence, tracking data, and any other documentation that supports your claim.
5. Confusing chargeback with Section 75. They are different mechanisms with different rules, time limits, and protections. If you used a credit card and the item cost more than £100, consider both options carefully.
6. Accepting a partial refund from the merchant and then requesting a chargeback for the full amount. If you accepted a partial refund, you can only chargeback the remaining balance. Attempting to chargeback the full amount when you have already received part of it is likely to fail and may be treated as abuse of the process.
7. Not following up. If your bank does not update you within a reasonable time (4 weeks is a reasonable check-in point), call or write to ask for a progress update. Chargebacks can fall through the cracks in busy banking operations.
8. Using chargeback for buyer’s remorse. Changing your mind about a purchase is not a valid chargeback reason. If you bought something, received it as described, and simply decided you do not want it, your remedy is the merchant’s returns policy — not a chargeback.

The Rules That Apply

• Visa Core Rules and Visa Product and Service Rules — govern chargeback rights and procedures for all Visa transactions.
• Mastercard Chargeback Guide — sets out the chargeback reason codes, time limits, and evidence requirements for Mastercard transactions.
• American Express Merchant Regulations — govern disputes for Amex transactions.
• Payment Services Regulations 2017 — implement the EU Payment Services Directive and provide a regulatory framework for payment services in the UK, including requirements for banks to handle transaction disputes.
• FCA Dispute Resolution Rules (DISP) — govern the complaints process if you are dissatisfied with your bank’s handling of the chargeback, including the right to refer to the Financial Ombudsman Service.
• Consumer Rights Act 2015 — the underlying consumer rights (satisfactory quality, fitness for purpose, as described) that may form the basis of a chargeback dispute for goods or services.

Related Court Forms & Guides

• Form N260: Statement of Costs — the costs schedule used at summary assessment.
• Form N244: Application Notice — the form for interim applications.
• Start a Money Claim Online (OCMC) — where most civil money claims begin.
• Particulars of Claim — setting out the basis of your claim.
• Civil Court Forms Index — every civil court form guide in one place.

How Chris Can Help

Chargeback requests succeed or fail on the quality of the evidence and the clarity of the dispute explanation. Chris helps you prepare a clear, well-evidenced chargeback request letter to your bank, identifying the correct card network reason code for your dispute and ensuring that the supporting documentation is complete and properly organised. Chris also advises on whether chargeback is the best route for your situation or whether a Section 75 claim, a direct complaint to the merchant, or a court claim would be more effective.

If your chargeback is rejected and you need to escalate — whether to the Financial Ombudsman Service or to court — Chris can help you draft the complaint or claim. You make all decisions and send all correspondence yourself.