Learn more about when you could ask for a chargeback claim

I didn’t get my item(s) or service

Successful

Graeme bought a new lawn mower online but didn’t receive it. It’s been over 30 days since he bought it and the merchant hasn’t replied to his emails. If Graeme gets in touch with us within 120 days of buying it, he could ask for a chargeback to get his money back.

Lynne bought car insurance from an insurer that stopped trading. She had five months insurance service but the next seven months have been cancelled. The administrators let her know that the insurance contract will no longer be honoured. If Lynne gets in touch with us within 120 days of the merchant stopping trading, she could ask for a chargeback for the cost of the last seven months of her insurance.

Betty bought a fridge freezer which had a specified delivery date but she didn’t receive it. If she gets in touch with us after the date of delivery and within 120 days, she could ask for a chargeback to get her money back.

    Unsuccessful

    John bought a gear box for his car, but when it arrived, he refused delivery because he didn’t want it anymore. If John gets in touch with us, we wouldn’t be able to raise a chargeback claim because the merchant honoured the agreement by delivering the goods. When John refused to take collection of the parcel, the contract was broken. Instead, John should have accepted the gear box then followed the retailer returns policy.

    Angela ordered slimming tablets from overseas. The tablets arrived but were held at the post office because of customs charges. Angela didn’t want to pay the customs charges and was told the tablets would be sent back to the merchant after 10 days. If Angela gets in touch with us, she wouldn’t be able to ask for a chargeback claim, as she didn’t pay the customs fees and we’ve no way to track the parcel back to the merchant.

        Woman in kitchen checking her tablet

        The items were different than described

        Successful

        Nicola bought a red ballroom dress but when it arrived, the dress was blue. She got in touch with the retailer for help, but they only offered a 30% refund if she kept the dress. If Nicola gets in touch with us within 120 days from the date of delivery and provides a copy of her invoice, she could ask for a chargeback to get her money back.

        David ordered a pair of trainers. When they arrived, David decided he didn’t like the style. He used the retailer’s 28 day return policy to return the trainers by Royal Mail. He didn’t get a refund and 15 days passed, so he contacted the retailer but got no response. If David gets in touch with us within 120 days of the delivery and provides the proof of return, he could ask for a chargeback to get his money back.

        Amanda bought an industrial fan from a retailer. When the fan was delivered, she tested it out but the fan was faulty. Amanda got in touch with the merchant but they were unhelpful. If Amanda gets in touch with us within 120 days from delivery and provides us with an expert’s report detailing the faults, she could ask for a chargeback refund to get her money back.

          Unsuccessful

          Ryan bought a jacket but when the jacket arrived, there was some damage to the zip. Ryan got in touch with the retailer to try and return the product but as the retailer was taking their time to reply, he threw out the Jacket. If Ryan gets in touch with us, we wouldn’t be able to raise a chargeback refund. This is because he doesn’t have the jacket anymore and we wouldn’t be able to see evidence of the damage or send the jacket back to the merchant.

          Nicole bought a sink for her bathroom, but when she got it, she stored it away for three months. When she opened the box, she found that the sink had a crack on its side. She got in touch with the merchant who said they would be unable to help as they can’t determine who caused the damage and it wasn’t reported within a reasonable time. If Nicole gets in touch with us to ask for a chargeback refund, we wouldn’t be able to help. Three months is too long after delivery to report damage to the sink.

              Father checking his phone as he is holding his son

              Travel

              Successful

              Jonny bought return flights from Glasgow to Tenerife, but the merchant stopped trading before his trip, and he has no protection from ATOL or his travel insurance. If he gets in touch with us within 120 days of his travel date, he could ask for a chargeback to get his money back.

              Brian bought return flights from Glasgow to Barcelona, but the merchant cancelled the service and only offered a voucher. When he bought the tickets, Brian didn’t agreed to any terms and conditions saying the merchant could issue a voucher if the service was cancelled. If he gets in touch with us within 120 days from the service date, he could ask for a chargeback to get his money back.

                Unsuccessful

                Eric bought return flights from Glasgow to Malaga. Because of unforeseen circumstances he didn’t take the flight or cancel the booking with the merchant. He got in touch with the merchant who couldn’t help. If he gets in touch with us, he wouldn’t be able to ask for a refund for the flight. This is because the flight still took off and the service was ready and available to use, the merchant had fulfilled their contractual agreement.

                Carol paid for flights and hotel accommodation on her credit card. These were paid to two different retailers as separate transactions. Her flights were cancelled and she wasn’t able to go on the holiday. She called the hotel who said that the room booking was non-refundable as she had booked a saver room. If she gets in touch with us, we wouldn’t be able to raise a chargeback refund as the hotel service is still available for Carol to use.

                    Woman checking her tablet as she has a cup of coffee