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:
- If you haven’t received goods, you must allow 30 days for the retailer to provide them before requesting a chargeback. Although if the retailer has missed a specified delivery date you can apply straight away.
- Usually you’ll need to ask for a chargeback within 120 days of the transaction or when you received goods.
- However, if you have paid for a service like a holiday or attending a concert, then you may have up to 120 days from the date the service was due to take place.
- If you’re asking for a chargeback on a wrong transaction amount or a duplicate transaction you have 90 days from the transaction to make a chargeback claim
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 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?
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'.
You're about to make a chargeback claim for goods or services you didn't receive
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.
You'll need a few things to hand and ready to upload:
- The long number on the front of your credit or debit card
- A detailed description of your purchase
- The transaction details
- All correspondence between you and the retailer
How we'll use your data
When you submit a chargeback claim, we'll share the data you've provided with the relevant retailer and their bank. We'll share any information we receive in response from the retailer with you.
For further details on how Tesco Bank will use your personal data and for details of your rights please see our privacy notice.
You're about to make a chargeback claim for goods you've received which are fake/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.
You'll need a few things to hand and ready to upload:
- The long number on the front of your credit or debit card
- The transaction details
- A detailed description of your purchase and how it differs from what was described at the point of sale
- A copy of your invoice or email confirmation
- All correspondence between you and the retailer
- Supporting documentation as proof that the goods are counterfeit, ready to upload. Examples include: an email from the genuine brand, an independent report from an industry expert or a letter from Customs/Border Force.
How we'll use your data
When you submit a chargeback claim, we'll share the data you've provided with the relevant retailer and their bank. We'll share any information we receive in response from the retailer with you.
For further details on how Tesco Bank will use your personal data and for details of your rights please see our privacy notice.
You're about to make a chargeback claim for goods you've received that were not as 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.
You'll need a few things to hand and ready to upload:
- The long number on the front of your credit or debit card
- A detailed description of your purchase and how it differs from what was described at the point of sale (e.g. wrong colour, size, design etc)
- All correspondence between you and the retailer
- The transaction details
If you have returned the goods:
- Please upload evidence of this (e.g. proof or receipt/postage)
If you still have the goods:
- Please email/write to the retailer to advise the goods are available for collection and upload a copy of this to us
In some instances, we may require you to provide an independent report confirming what is wrong with the goods. We will contact you if this is necessary.
How we'll use your data
When you submit a chargeback claim, we'll share the data you've provided with the relevant retailer and their bank. We'll share any information we receive in response from the retailer with you.
For further details on how Tesco Bank will use your personal data and for details of your rights please see our privacy notice.
You're about to make a chargeback claim for goods you've received but they've developed a fault
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 refused to acknowledge any liability or to 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.
You'll need a few things to hand and ready to upload:
- The long number on the front of your credit or debit card
- A detailed description of your purchase and how it is faulty (e.g. stopped working, losing power etc)
- The transaction details
- All correspondence between you and the retailer
If you have returned the goods:
- Please upload evidence of this (e.g. proof of receipt/postage)
If you still have the goods:
- Please email/write to the retailer to advise the goods are available for collection and send a copy of this to us.
In some instances, we may require you to provide an independent report confirming what is wrong with the goods. We will contact you if this is necessary.
How we'll use your data
When you submit a chargeback claim, we'll share the data you've provided with the relevant retailer and their bank. We'll share any information we receive in response from the retailer with you.
For further details on how Tesco Bank will use your personal data and for details of your rights please see our privacy notice.
You're about to make a chargeback claim for goods you've received but they arrived 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, he can make a chargeback claim to get his money back.
You'll need a few things to hand and ready to upload:
- The long number on the front of your credit or debit card
- Details of what you purchased and how it is damaged (e.g. cracked, dented etc)
- The transaction details
- All correspondence between you and the retailer
If you have returned the goods:
- Please upload evidence of this (e.g. proof of receipt/postage)
If you still have the goods:
- Please email/write to the retailer to advise the goods are available for collection and send a copy of this to us.
How we'll use your data
When you submit a chargeback claim, we'll share the data you've provided with the relevant retailer and their bank. We'll share any information we receive in response from the retailer with you.
For further details on how Tesco Bank will use your personal data and for details of your rights please see our privacy notice.
You're about to make a chargeback claim for an additional charge made without your consent after using a vehicle hire, accommodation or cruise ship
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 her money back.
You'll need a few things to hand and ready to upload:
- The long number on the front of your credit or debit card
- Details of what you purchased and when you received the service
- The transaction details
- A copy of your booking confirmation
- Any correspondence between you and the merchant discussing the additional charge(s)
How we'll use your data
When you submit a chargeback claim, we'll share the data you've provided with the relevant retailer and their bank. We'll share any information we receive in response from the retailer with you.
For further details on how Tesco Bank will use your personal data and for details of your rights please see our privacy notice.
You're about to make a chargeback claim for an additional charge after you cancelled 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.
You'll need a few things to hand and ready to upload:
- The long number on the front of your credit or debit card
- Details of when and how you cancelled the recurring transaction (if you have evidence of cancellation, please upload this)
- The transaction details
How we'll use your data
When you submit a chargeback claim, we'll share the data you've provided with the relevant retailer and their bank. We'll share any information we receive in response from the retailer with you.
For further details on how Tesco Bank will use your personal data and for details of your rights please see our privacy notice.
You're about to make a chargeback claim for a subscription charge after a free trial or one-time purchase
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.
You'll need a few things to hand and ready to upload:
- The long number on the front of your credit or debit card
- Details of when you entered the free trial or made the one-time purchase
- The transaction details
How we'll use your data
When you submit a chargeback claim, we'll share the data you've provided with the relevant retailer and their bank. We'll share any information we receive in response from the retailer with you.
For further details on how Tesco Bank will use your personal data and for details of your rights please see our privacy notice.
You're about to make a chargeback claim for more than one charge for the same transaction
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.
You'll need a few things to hand:
- The long number on the front of your credit or debit card
- A detailed description of your purchase
- The transaction details
How we'll use your data
When you submit a chargeback claim, we'll share the data you've provided with the relevant retailer and their bank. We'll share any information we receive in response from the retailer with you.
For further details on how Tesco Bank will use your personal data and for details of your rights please see our privacy notice.
You're about to make a chargeback claim for a travel service that the retailer has cancelled in full or in part, or where the retailer has stopped trading.
Example: Jonny bought return flights from Glasgow to Tenerife, but the retailer stopped trading before his trip. He also 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.
You'll need a few things to hand and ready to upload:
- The long number on the front of your credit or debit card
- The transaction details
- Details of what you purchased and when you were due to receive the service (e.g. inbound/return flight information, number/name(s) of passengers, accommodation type, extras etc. We need to know everything that was included in your purchase)
Ready for upload:
- Copy of booking confirmation
- ATOL/ABTA certificate
- All correspondence between you and the retailer
Failing to provide sufficient information may delay your claim
How we'll use your data
When you submit a chargeback claim, we'll share the data you've provided with the relevant retailer and their bank. We'll share any information we receive in response from the retailer with you.
For further details on how Tesco Bank will use your personal data and for details of your rights please see our privacy notice.
You're about to make a chargeback claim for goods/services (including travel) that you cancelled/returned and you didn’t receive a refund for
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.
You'll need a few things to hand and ready to upload:
- The long number on the front of your credit or debit card
- The transaction details
- A detailed description of your purchase and why you cancelled/returned
- A copy or link to the retailers return/refund policy
- Proof of your return or cancellation, ready to upload
- A copy of all correspondence between you and the retailer
How we'll use your data
When you submit a chargeback claim, we'll share the data you've provided with the relevant retailer and their bank. We'll share any information we receive in response from the retailer with you.
For further details on how Tesco Bank will use your personal data and for details of your rights please see our privacy notice.