What is a Chargeback?
A chargeback is a forced reversal of a credit or debit card transaction, initiated by your card issuer against the merchant. When you file a chargeback, your bank investigates the claim and, if successful, withdraws the funds from the merchant's account and credits them back to you.
Chargebacks are not the same as refunds — the merchant has no choice in the matter once a chargeback is approved. They are also costly for merchants: beyond losing the sale, they typically pay a chargeback fee of $15–$50 and, if their chargeback rate exceeds 1% of transactions, they risk losing their payment processing capability entirely.
Legitimate Reasons to File a Chargeback
Chargebacks are designed for genuine disputes, not for avoiding legitimate charges you simply regret. Valid reasons include:
- Item not received — you paid for something that was never delivered
- Significantly not as described — what arrived or was delivered was materially different from what was advertised
- Unauthorised transaction — you didn't make the charge at all (fraud or compromised card)
- Duplicate charge — the same transaction was processed twice
- Service not rendered — you paid for a service that was not performed
- Cancelled subscription continued billing — you cancelled and were charged anyway
- Merchant refused to issue a refund they owed — you requested a refund per their stated policy and were denied
The Evidence That Wins Chargebacks
Card issuers review evidence from both you and the merchant. The stronger your documentation, the harder it is for the merchant to rebut. Evidence that helps:
- Screenshots of the order confirmation showing what was advertised
- Screenshots of the item actually received (if significantly not as described)
- Written communication where you requested a refund and were denied
- Confirmation of cancellation if the dispute is about a subscription charge
- Tracking information showing non-delivery, or the carrier's official confirmation
- Any written policy the merchant published (refund policy, delivery guarantee)
The key document in most chargeback disputes is a written dispute narrative — a concise, factual statement that explains: what you purchased, what actually happened, what attempts you made to resolve with the merchant, and why you believe a refund is warranted. This narrative should be fact-based, chronological, and reference your supporting documentation.
Time Limits: Don't Wait
Time limits vary by card network:
- Visa: 120 days from the transaction date or expected delivery date for most dispute types
- Mastercard: 120 days from the transaction date
- American Express: 60–120 days depending on the dispute reason
- Discover: Generally 120 days
File as soon as you determine the merchant won't resolve the issue. Waiting unnecessarily reduces your window and can make your claim look weaker.
How to File
- Log in to your card issuer's app or website
- Find the specific transaction and select "Dispute" or "I don't recognise this charge"
- Select the dispute reason that matches your situation
- Upload your evidence documentation as a single PDF
- Write your dispute narrative in the text box provided (or attach it)
- Submit and save the confirmation number
Most issuers provide a provisional credit within a few business days while the dispute is under review. The full investigation typically takes 30–45 days.
If the Chargeback Is Denied
You typically have the right to re-present additional evidence. If the dispute is denied a second time, escalate to the Consumer Financial Protection Bureau (CFPB) — their complaint process prompts card issuers to review disputes more seriously. You can also file a complaint with the card network itself (Visa, Mastercard) if you believe the issuer handled the dispute improperly.