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How to use chargeback on a card payment

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In short. Chargeback reverses a card payment when goods are not delivered, are faulty, or a subscription was not cancelled — contact your bank within 120 days of the transaction (longer for some travel and future-delivery goods).

Chargeback is a bank scheme, not a legal right like Section 75. It works on debit cards and credit cards but offers less protection. There is no minimum purchase amount, making it useful for items under £100.

Last reviewed:

·Estimated time: 75 days

The steps

  1. 01

    Check chargeback is appropriate for your situation

    Chargeback covers non-delivery, faulty goods, duplicate charges, and fraudulent transactions. For credit card purchases over £100, check whether Section 75 gives stronger protection before choosing chargeback.

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  2. 02

    Contact the retailer first

    Try to get a refund directly. Many banks require evidence you attempted to resolve the issue. Keep emails, chat logs, and reference numbers.

  3. 03

    Note the chargeback deadline

    You generally have 120 days from the transaction date or expected delivery date. For future-delivery items (concert tickets, holidays), the clock may start from the event or travel date. Act quickly.

  4. 04

    Submit a chargeback claim to your bank

    Call your bank or building society and ask to raise a chargeback. Provide the transaction date, amount, merchant name, and reason code (non-delivery, not as described, fraud, etc.). Follow up in writing if asked.

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  5. 05

    Cooperate with the bank's investigation

    The bank contacts the merchant's bank, which can accept or dispute the chargeback. The merchant may provide counter-evidence. Chargeback can take up to 75 days to resolve.

  6. 06

    Escalate to the ombudsman if rejected unfairly

    If your bank refuses a valid chargeback or mishandles the claim, complain formally and refer to the Financial Ombudsman Service after receiving a final response.

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Common pitfalls

  • Chargeback is not guaranteed — the merchant can dispute it and win
  • Using chargeback on a credit card purchase over £100 may waive stronger Section 75 rights — check before proceeding
  • Missing the 120-day deadline usually means the bank will not raise a chargeback at all

FAQ

Does chargeback work on debit cards?
Yes. Chargeback is often the main remedy for debit card problems because Section 75 only applies to credit.
Can I chargeback a PayPal payment?
PayPal has its own buyer protection scheme. Card-funded PayPal payments may also allow chargeback through your card issuer — ask your bank.
Is chargeback the same as a fraud refund?
Fraudulent transactions are one chargeback reason, but banks also have separate fraud refund policies. Report fraud promptly and ask which route applies.
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