This guide is maintained as a current resource for September 2026 and covers only the laws of England and Wales. Information is for general guidance, not legal advice. Consult a qualified solicitor for advice specific to your situation.
Learn how to make a chargeback claim for online purchases in the UK. This guide explains when chargeback applies, how to gather evidence, how to submit a claim with your card provider, time limits, and what to do if your claim is rejected. Chargeback protects debit, credit and prepaid cardholders when goods or services go wrong.
When an online purchase goes wrong - for example, if goods never arrive, are faulty, or services are not provided - UK consumers have several protections. One of the most accessible mechanisms for reclaiming your money is a chargeback claim. Chargeback is a voluntary scheme offered by payment card networks and card issuers that allows you to seek repayment for transactions on credit, debit or prepaid cards. This guide explains what a chargeback is, when it applies, the step‑by‑step process to make a claim, time limits, what evidence is needed, limitations, and next steps if your claim is unsuccessful.
What Is a Chargeback and Why It Matters
A chargeback is a dispute process between your bank or card issuer and the retailer's bank. It is not a statutory right - unlike Section 75 of the Consumer Credit Act 1974 - but is supported by the rules of major card schemes such as Visa, Mastercard and American Express. If successful, chargeback can result in the reversal of a transaction and a refund to your account even when the seller refuses to assist or is no longer trading.
Chargeback applies to both credit and debit cards, and there are no minimum or maximum spend limits as there are under Section 75. Therefore it can be especially useful for purchases that fall outside Section 75's scope or where you use a debit card.
When You Can Use Chargeback
You may be entitled to request a chargeback if your purchase meets one or more of the following situations:
- The goods or services never arrived after payment.
- The seller has gone out of business and cannot refund you.
- The items delivered are faulty, defective, counterfeit or not as described.
- You were charged the wrong amount or charged more than once.
- You are charged for repeat or unauthorised payments after cancelling a subscription.
Before making a chargeback claim, you should normally try to resolve the issue directly with the retailer. If they refuse a refund or fail to respond, a chargeback claim becomes a practical next step.
How Chargeback Works
Chargeback is a card scheme protection mechanism rather than a statutory legal right. Your card provider uses the scheme rules to request that the retailer's bank funds your refund. If the retailer or its bank disputes the claim, your provider and their network will adjudicate under the relevant card scheme rules. There is no guarantee of success, but schemes are designed to protect consumers and encourage fair outcomes.
Step‑by‑Step: Making a Chargeback Claim
Step 1: Gather Documentation
Before contacting your card issuer, collect the following evidence:
- Transaction details: date, amount, merchant name and payment method.
- Order documentation: receipts, order confirmation, delivery estimates.
- Description of what went wrong: non‑delivery, faulty goods, incorrect item details.
- Correspondence with the retailer: emails, chat transcripts or proof of attempted resolution.
- Proof of return for faulty goods where required.
Step 2: Contact Your Card Provider
You can contact your bank or card issuer by phone, online banking portal or in person. Many providers have online forms specifically for disputing transactions. Provide the evidence you collected and explain clearly:
- Who the payment was made to.
- When you paid and how (credit, debit or prepaid card).
- What went wrong with the purchase.
Step 3: Submit Supporting Evidence
Your card provider may ask for additional documents such as invoices, terms and conditions, or screenshots showing that the company has ceased trading. Providing thorough evidence helps strengthen your case.
Step 4: Card Provider Initiates the Chargeback
If your provider accepts the dispute, they will send a chargeback request to the merchant's bank. That bank may accept or challenge the chargeback based on its own evidence and the card scheme's rules.
Step 5: Await Outcome
The chargeback process can take several weeks as banks follow card scheme procedures. If the retailer disputes the claim and the chargeback is unsuccessful, your provider should explain the reasons and advise on other rights you may have, such as Section 75 (if applicable for credit cards).
Time Limits for Chargeback Claims
Claiming a chargeback should be done as soon as you identify a problem. Card schemes typically expect disputes to be raised within around 120 days of the transaction date or when the goods or services were expected to be delivered. This period may vary by card network and provider, so checking specific time limits with your bank is important.
What to Expect After You Claim
If your chargeback is successful, the refunded amount will be credited back to your account. If it is declined, your provider should provide a reason. Common grounds for rejection include insufficient evidence or the dispute not fitting the card scheme's criteria. A declined chargeback is not the end of the road; you may also consider other rights such as Section 75 for credit cards (where applicable) or escalation through a bank's complaints process and, in the end, the Financial Ombudsman Service if you believe your card provider has not acted fairly.
Limitations and Risks
- Chargeback is not a statutory legal right. It depends on card scheme rules and your provider's willingness to pursue the claim.
- Success is not guaranteed; retailers can challenge claims.
- Evidence quality matters - incomplete documentation may weaken your claim.
- You generally cannot claim twice for the same loss - if you already received a refund from the retailer, chargeback may not be available.
Common Questions
Can I Use Chargeback for Any Online Purchase?
Yes - chargeback can apply to credit, debit and prepaid card transactions of any value, subject to evidence and card scheme rules. It is particularly useful when Section 75 does not apply (for example, on debit cards or purchases below £100 on credit cards).
What If the Retailer Has Gone Out of Business?
Chargeback can still be used if the retailer has ceased trading. Providing evidence such as a notice on the company's website or insolvency notice can support your claim.
Should I Try Retailer Refunds First?
Yes. Before making a chargeback claim, you should try to resolve the issue with the retailer. If they help, you won't need to burden your card provider. If they refuse, you are entitled to raise a chargeback.
Key Takeaways
Making a chargeback claim for an online purchase in the UK involves documenting what went wrong, contacting your card provider promptly with clear evidence, and allowing your bank to pursue the claim under card scheme rules. Chargeback protects consumers using credit, debit or prepaid cards when goods fail to arrive, are faulty, not as described, or services are not delivered. While not a legal right like Section 75, it is a widely supported and effective mechanism for reclaiming funds when retailers will not assist. If your claim is unsuccessful, consider escalation through your provider's complaints process and, where appropriate, the Financial Ombudsman Service.
