Requesting a chargeback on a transaction

If you bought goods or services that didn’t arrive or weren’t as you expected you may be able to get your money back

What is a chargeback?

If something goes wrong with something you’ve bought, and you can’t sort it out with the retailer, we may be able to get your money back for you. This is because you have extra protection when you pay with Visa or Mastercard.

    When can I make a chargeback?

    There are a lot of different reasons you may be able to make a chargeback. For example, if you bought something online that was broken, or you couldn’t return, or if you paid for a holiday that was cancelled. Tell us a bit about why you’d like to apply for a chargeback, and we’ll do our best to help.

    However, if you see a transaction that you don’t recognise, please follow our advice for unrecognised transactions.

      What do I need to apply for a chargeback?

      Make sure you’ve tried to sort the problem out with the retailer first. They can also challenge your claim which, if it’s valid, might mean we have to re-debit your account.

      Have anything related to your purchase on hand while you fill out the form like receipts, a copy of the retailer’s terms and conditions and any emails or letters you’ve written or received.

      There are some rules around asking for a chargeback. Check out these details:

      • Usually, you’ll need to ask for a chargeback within 120 days of the transaction
      • Or, if you’ve bought something like a holiday or concert ticket that takes place after 120 days that can be extended up to 540 days
      • If you’re asking for a chargeback on a wrong transaction amount or a duplicate transaction you have 90 days to make a chargeback claim

      Take a look at some examples of chargeback claims

      Request a chargeback

        What would you like to make a chargeback claim for?

        What happened?

        Have you tried to get in touch with the retailer to resolve the issue?

        Have you been able to resolve the issue with the retailer?

        Have you tried to get in touch with the retailer to resolve the issue?

        Have you been able to resolve the issue with the retailer?

        Have you tried to get in touch with the retailer to resolve the issue?

        Have you been able to resolve the issue with the retailer?

        Have you tried to get in touch with the retailer to resolve the issue?

        Have you been able to resolve the issue with the retailer?

        Have you tried to get in touch with the retailer to resolve the issue?

        Have you been able to resolve the issue with the retailer?

        What would you like a refund for?

        Have you tried to get in touch with the retailer to resolve the issue?

        Have you been able to resolve the issue with the retailer?

        Have you tried to get in touch with the retailer to resolve the issue?

        Have you been able to resolve the issue with the retailer?

        What happened?

        Have you tried to get in touch with the retailer to resolve the issue?

        Have you been able to resolve the issue with the retailer?

        Have you tried to get in touch with the retailer to resolve the issue?

        Have you been able to resolve the issue with the retailer?

        Have you tried to get in touch with the retailer to resolve the issue?

        Have you been able to resolve the issue with the retailer?

        Have you tried to get in touch with the retailer to resolve the issue?

        Have you been able to resolve the issue with the retailer?

        Sorry, we can’t proceed with your claim.

        If the retailer is willing to help, then we advise that you attempt to resolve the dispute with them first. If you can’t get in contact with them because you don’t have contact information or they aren’t responding, please tick 'No'.

        Sorry, we can’t proceed with your claim.

        To help you dispute this payment we need you to first try and contact the retailer. If the retailer hasn’t given you contact details, isn’t responding, or has ceased trading please tick 'Yes'.

        I didn’t get my item(s) or service

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

        Request a chargeback

        The items were counterfeit

        Example: Federico bought a popular pair of branded trainers, but when they arrived it was clear from the logo and poor-quality material, they were fake. If Federico gets in touch with us within 120 days of getting the trainers and shows us evidence either from the genuine brand or an industry expert that the goods are fake, or the merchant is an unauthorised seller, he can make a chargeback claim for a refund.

        Request a chargeback

        The items were different than described

        Example: 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.

        Request a chargeback

        The items were faulty

        Example: Anne Marie bought a new washing machine but unfortunately after only a month it stopped spinning. She got in touch with the retailer for help. But they refuse to acknowledge any liability and fix the problem. If Anne Marie gets in touch with us within 120 days of delivery and gives us a report from an industry expert confirming a manufacturing fault, she can make a chargeback claim for a refund.

        Request a chargeback

        The items were damaged

        Example: Mark ordered a new shower tray for his bathroom, but on the day of delivery, he noticed the shower tray had a crack. He got in touch with the retailer right away to report the damage. But they refused to offer a refund or replacement. If Mark gets in touch with us within 120 days of the delivery and gives us copies of his letters or emails with the retailer, Mark can make a chargeback claim to get his money back.

        Request a chargeback

        I was charged again without my permission

        Example: Carol hired a car on holiday and returned it back to the retailer without any issues. When she checked her next bank statement, she noticed she had been charged again by the retailer without her permission. She got in touch with the car hire company to query it, but they said the charge was for damages and refused to issue a refund. If Carol gets in touch with us within 120 days of the transaction, she can make a chargeback claim to get his money back.

        Request a chargeback

        I was charged again after cancelling a recurring transaction

        Example: Brian cancelled his video streaming subscription 2 months ago, but the retailer continues taking payments from his account. If Brian gets in touch with us within 120 days of the transaction, he can make a chargeback claim to get his money back.

        Request a chargeback

        I was charged after a free trial ended

        Example: Angela ordered a 14-day free trial of health supplements from an online advert. After the trial finished, Angela noticed she was being charged for a monthly subscription which wasn’t made clear to her at the start of the trial. If Angela gets in touch with us within 120 days of the transaction, she can make a chargeback claim to get her money back.

        Request a chargeback

        I was charged more than once

        Example: Michael ordered a pizza delivery on his mobile phone. The pizza arrived, but when he checked his bank statement, he noticed he had been charged twice for the order. He got in touch with the takeaway to query it, but they insisted only one payment had been taken and refused to issue a refund. If Michael gets in touch with us within 90 days of the transaction, he can make a chargeback claim to get his money back.

        Request a chargeback

        I’d like a travel refund

        Example: Jonny bought return flights from Glasgow to Tenerife, but the merchant ceased 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 can request a chargeback to get his money back.

        Request a chargeback

        I’d like a refund for items or a service

        Example: Morag bought a new oak coffee table for her living room, but after it arrived, she realised she could get a better price elsewhere. She returned the table under the retailer’s returns policy. Morag has waited over three weeks since returning the goods but hasn’t received a refund and the retailer aren’t replying to her. If she gets in touch with us within 120 days of returning the goods, gives us a copy of the returns policy and proof of return, she can make a chargeback claim to get her money back.

        Request a chargeback