process · Financial services
Banks raise disputes through card scheme rules — not identical to section 75.
Chargeback is a process where your bank or card company reverses a transaction on your debit or credit card. Unlike Section 75, chargeback is not a statutory right — it is a process run by the card schemes (Visa, Mastercard, Amex) with their own rules and time limits. But it can be a powerful tool when goods do not arrive, services are not provided, or a trader will not give you a refund.
When you request a chargeback, your bank contacts the merchant's bank and disputes the transaction using a specific reason code. The merchant can accept the chargeback or dispute it. If they dispute it, both sides submit evidence and the card scheme makes a decision. A temporary credit may be applied to your account during the process.
Visa/Mastercard scheme rules
Chargeback works on debit AND credit cards and has no minimum transaction amount. Section 75 only works on credit cards and requires the item to cost over £100. Chargeback covers non-delivery and service not provided, while Section 75 covers breach of contract and misrepresentation. You can pursue both routes on a credit card transaction.
Consumer Credit Act 1974 section 75; card scheme rules
Card schemes use specific reason codes for different dispute types. Common ones include: goods not received, goods not as described, services not provided, duplicate charges, and cancelled recurring payments. Your bank selects the appropriate code based on your dispute.
Visa/Mastercard scheme rules
Chargeback time limits vary by card scheme and reason code but are generally 120 days from the expected delivery date or the date you became aware of the problem. Some categories have shorter windows. Always act quickly — your bank can advise on the specific limit for your situation.
Visa/Mastercard scheme rules
Contact the merchant and explain the problem. Give them a reasonable deadline to fix it. Keep records of all contact attempts. Banks expect you to have done this before raising a chargeback.
Tip: Email is better than phone for evidence purposes.
Call or visit your bank and tell them you want to raise a chargeback. Explain the situation and which reason applies (non-delivery, not as described, etc.). They will guide you through their process.
Tip: Use the words 'chargeback' specifically — do not just say 'dispute'.
Your bank will need: proof of the transaction, evidence you contacted the merchant, proof of what was promised vs what was delivered, and any relevant terms and conditions.
Tip: Screenshots, emails, delivery tracking, and photos of faulty goods all help.
Your bank raises the dispute with the merchant's bank. A temporary credit may appear on your account. The merchant has time to respond. This can take several weeks.
Tip: Do not spend the temporary credit until the dispute is fully resolved — it can be reversed.
If the merchant disputes the chargeback, your bank may ask for additional evidence. Respond quickly and thoroughly.
Tip: The more evidence you provide, the stronger your case.
Card payment (debit or credit)
Chargeback works on Visa, Mastercard, and Amex debit and credit cards. It does not apply to bank transfers, cash, or direct debits.
Valid reason code exists
Your dispute must fit one of the card scheme's recognised reason codes. Your bank will determine which applies.
Within time limits
Generally 120 days from expected delivery or discovery of the problem, but varies by reason code. Act quickly.
You attempted to resolve with the merchant first
Banks typically expect you to have tried to resolve the issue with the merchant before requesting a chargeback.
Typical chargeback filing window
120 days · from Expected delivery date or date problem discovered
Bank complaint final response
56 days · from Date of complaint to bank if chargeback refused
Citing Visa/Mastercard scheme rules with your specific case details — editable before you send anything.
Suggestions are for guidance only. Always verify with official sources.
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