Chargeback Claims
Get your money back when card payments go wrong.
At a Glance
| Difficulty | ⭐ Easy |
| Time to DIY | 30 minutes |
| Payout | Transaction amount |
| Time Limit | 120 days (usually) |
| Escalation | Financial Ombudsman Service |
What Is It?
Chargeback is a card scheme process (Visa, Mastercard, Amex) that reverses transactions when something goes wrong. Unlike Section 75, it's not a legal right – but it's faster and works on debit cards too.
When to use chargeback:
- Goods not received
- Goods not as described
- Services not provided
- Duplicate charges
- Fraud (unauthorised transactions)
- Seller gone bust
Am I Eligible?
✅ Chargeback applies to:
- Debit cards (Visa Debit, Mastercard Debit)
- Credit cards
- Prepaid cards
- Any transaction amount (no minimum)
✅ Valid reasons for chargeback:
- Didn't receive goods/services
- Goods faulty or not as described
- Charged wrong amount
- Charged twice
- Subscription you cancelled still charging
- Seller gone bust
❌ Chargeback won't work if:
- You simply changed your mind
- Dispute is about quality only (harder to prove)
- Too much time has passed (120 days usually)
- You've already received a refund
Time Limits (Act Fast!)
| Situation | Time Limit |
|---|---|
| Goods not received | 120 days from expected delivery |
| Goods not as described | 120 days from receipt |
| Subscription cancelled | 120 days from unwanted charge |
| Services not provided | 120 days from expected date |
| Fraud | 120 days from statement date |
Some schemes allow longer in exceptional cases, but always act within 120 days if possible.
Step-by-Step Process
Step 1: Contact the Seller First
- Give them a chance to resolve (unless they've gone bust)
- Keep evidence of your attempts
- This strengthens your chargeback claim
Step 2: Contact Your Card Provider
- Call the number on the back of your card
- Ask for a "chargeback"
- Explain what happened
📝 Use our template: Chargeback Request Letter
Step 3: Provide Evidence
Your bank will need:
- Proof of purchase
- Evidence of the problem
- Communications with seller
- Proof seller won't/can't help
Step 4: Wait for Resolution
- Bank investigates and contacts merchant's bank
- Merchant can dispute the chargeback
- Process typically takes 4–8 weeks
Evidence That Helps
- Transaction details (date, amount, merchant)
- Order confirmation/receipt
- Delivery tracking (showing non-delivery)
- Photos of faulty/wrong goods
- Emails to seller requesting refund
- Seller's refusal or non-response
- Terms and conditions (if relevant)
Sample Chargeback Request
Call script:
"I'd like to request a chargeback for a transaction on [date] for £[amount] to [merchant name].
[Choose relevant reason:]
- I never received the goods
- The goods were not as described
- The company has gone bust and I haven't received what I paid for
- I cancelled this subscription but I'm still being charged
I've contacted the seller [and they refused to help / and they haven't responded / but they've gone bust].
What evidence do you need from me?"
Chargeback vs Section 75
| Situation | Use |
|---|---|
| Debit card purchase | Chargeback only |
| Credit card, item under £100 | Chargeback |
| Credit card, item £100–£30,000 | Both (try chargeback first for speed) |
| More than 120 days ago | Section 75 only |
| Seller disputes your version | Section 75 (legal right is stronger) |
📊 See the full comparison: Section 75 vs Chargeback
Pro tip: For credit card purchases, try chargeback first (faster), but you still have Section 75 as backup if chargeback fails.
Common Rejection Reasons (and What to Do)
| Bank Says | What to Do |
|---|---|
| "You authorised the payment" | Explain the service wasn't provided |
| "Too much time has passed" | Argue exceptional circumstances if applicable |
| "Seller disputes it" | Provide more evidence, escalate to FOS |
| "You need to contact seller first" | Show evidence you tried |
| "Not covered by chargeback" | Ask why, then escalate to FOS |
Common Questions
Q: Is chargeback the same as Section 75?
No. Section 75 is a legal right (credit cards only, £100–£30,000). Chargeback is a card scheme process (any card, any amount, but not a legal right).
Q: What if the merchant disputes my chargeback?
Banks often side with whoever has better evidence. Provide everything you have. If the bank refuses, escalate to FOS.
Q: Can I do chargeback AND Section 75?
Yes – you can try both. Start with chargeback (faster), use Section 75 if needed.
Q: Will chargeback damage my credit score?
No. Chargeback doesn't affect your credit file.
CARD PROTECTION: WHICH SHOULD YOU USE?
Both can get your money back, but they work differently
- •Must be actual credit card
- ✗Not debit cards
- ✗Not charge cards
- •Works with any card
- •Debit cards included
- •Prepaid cards too
- •Minimum £100 total price
- •Maximum £30,000
- •Only need to pay PART on card
- •Even £1 purchases
- •No maximum
- •Must pay some on card
- •From date of breach
- •Long window
- •From transaction/delivery
- •Must act fast!
- •Consumer Credit Act 1974
- •Legally enforceable right
- •Can go to court if rejected
- •Visa/Mastercard rules
- •Voluntary scheme
- •Bank has discretion
- ✓Breach of contract
- ✓Misrepresentation
- ✓Company went bust
- ✓Consequential losses
- ✓Goods not received
- ✓Goods faulty
- ✓Duplicate charges
- ✓Unauthorised transactions
- ✓Company went bust
- •Joint liability with seller
- •Card company must pay
- •Money clawed back
- •Merchant can dispute
🤔 WHICH SHOULD I USE?
USE SECTION 75 IF:
- 💳 Credit card
- 💷 Item cost £100+
- ⏰ Not urgent
- 🏢 Company went bust
- 🛡️ Want strongest protection
USE CHARGEBACK IF:
- 💳 Debit card
- 💷 Item cost under £100
- ⚡ Need money back fast
- ✅ Simple dispute
- 🔄 Section 75 rejected
💡 TIP: If both apply, try Section 75 first for larger amounts – it's your legal right, not just a favour.
⚠️ IMPORTANT: You can try BOTH! If Chargeback fails, you can still try Section 75. If Section 75 is rejected, escalate to the Financial Ombudsman Service – it's free!