This guide is maintained as a current resource for November 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.
Unhappy with a purchase? Learn how to successfully file a chargeback claim, the strict deadlines you must meet, and what to do if your bank initially rejects your request.
When a purchase you make using a debit or credit card goes wrong - for instance, the goods don't arrive, services aren't provided, the item is faulty or the retailer refuses a refund - you may be able to reclaim your money via a chargeback claim. This guide explains what a chargeback is, how the process works in England and Wales, when you can use it, deadlines you need to observe, practical steps to take, and what to do if your claim is refused.
What Is a Chargeback?
A chargeback is a mechanism offered by card networks such as Visa, Mastercard and American Express that allows your bank or card provider to reverse a payment on your behalf where something has gone wrong with a purchase. Unlike statutory rights like Section 75 of the Consumer Credit Act, chargeback is a voluntary scheme operated under payment system rules rather than a legal entitlement.
Chargeback can apply to transactions on:
- Credit cards
- Debit cards
- Prepaid cards
It can be a useful additional protection when Section 75 does not apply (for example, purchases under £100 or on debit cards) or as a complement to other rights.
When Can You Use Chargeback?
You may consider making a chargeback claim if:
- The item never arrived or you did not receive the service you paid for.
- The goods are faulty, defective, damaged or not as described.
- You were charged more than agreed, or the transaction was duplicated.
- The retailer or supplier has ceased trading and cannot refund you.
Before raising a claim, you are generally expected to try to resolve the issue with the supplier directly. Keep records of all contact because this can support your claim.
How to Make a Chargeback Claim
1. Check Eligibility and Gather Evidence
Start by reviewing your bank or card provider's terms to confirm they support the chargeback scheme. Gather:
- Details of the transaction (date, amount, merchant name).
- Receipts, order confirmations or invoices.
- Emails or messages exchanged with the supplier.
- Proof of delivery or return if relevant.
2. Contact Your Card Provider
Get in touch with your bank or card issuer by phone, branch visit, email, or online form. Tell them you want to dispute the transaction under the chargeback scheme. Provide the evidence you have collected and explain clearly why you are making the request.
In many cases, your bank will already be aware of the scheme's existence. If the staff member you speak to is not familiar, you can ask for a supervisor or specialist in payment disputes.
3. Bank Investigation and Merchant Response
Once your bank initiates the chargeback process:
- The bank evaluates your claim and forwards it to the merchant's bank.
- The merchant's bank notifies the supplier, who usually has a set time (often around 30 days) to respond with evidence that the transaction was valid.
Some providers may apply a provisional credit to your account while the claim is investigated, but this may be reversed if the chargeback is later declined.
Time Limits You Must Know
Chargeback claims should be made promptly. While precise time limits may vary depending on provider and card network, most UK schemes require you to raise a claim within approximately 120 days of the transaction or from when you were expected to receive the goods or services.
In some circumstances, such as card payments involving different schemes, the allowable period to initiate a dispute can extend up to 540 days, but these are exceptions and should be checked with your provider.
What Happens Next?
After the bank sends your claim to the merchant's bank:
- The merchant may accept the chargeback and the funds stay refunded.
- The merchant may dispute the chargeback by providing evidence, such as proof of delivery or contract terms.
- If the merchant cannot respond within the allotted time, the chargeback may be upheld automatically in your favour.
If the merchant disputes the claim and the bank decides against you, the reversal may be withdrawn.
What to Do if Your Chargeback Claim Is Refused
If your chargeback claim is declined:
- Ask for written reasons from your bank or card provider explaining why the claim was not upheld.
- Raise a formal complaint with the provider if you believe the decision is incorrect.
- Escalate to the Financial Ombudsman Service if your formal complaint is unresolved within eight weeks or you remain dissatisfied. The Ombudsman is an independent body that can assess the dispute and make binding decisions.
You can also consider other legal routes such as Section 75 claims, or if appropriate, pursuing a claim in the small claims court, depending on the facts of your case.
Common Misunderstandings About Chargeback
Chargeback Is a Legal Right
Chargeback is not a statutory legal entitlement. It is a voluntary industry scheme that many - but not all - card providers participate in. Participation and exact rules can vary by provider and card type.
Chargeback Applies to All Payments
It does not apply to cash payments or transactions outside card schemes (for example bank transfers). It also usually does not apply if you paid through certain third‑party platforms where the payment relationship is not directly with your card issuer.
A Chargeback Claim Always Succeeds
A chargeback claim is not guaranteed. The merchant can dispute the claim, and banks assess evidence under scheme rules. If the merchant's evidence is persuasive, the chargeback may be refused.
Practical Tips Before You Claim
- Keep comprehensive records of all transactions and communications with the seller.
- Attempt resolution with the supplier before escalating to a chargeback.
- Act quickly and be aware of time limits to preserve your rights.
- Follow up promptly if your bank does not provide a timeline or acknowledge your claim.
Key Takeaways
A chargeback claim can be an effective way to seek a refund when a purchase made with a debit or credit card goes wrong. Although it is a voluntary scheme, it offers valuable protection when goods or services are not delivered as expected or the supplier refuses a refund. Understanding how to prepare your evidence, contact your provider, and follow the correct procedure can improve your chances of success. If your claim is refused, you have further recourse by complaining to your card issuer or escalating the matter to the Financial Ombudsman Service.
