When a company will not give you a refund, many people do not realise their bank can help. A chargeback UK dispute is a way to ask your card provider to reverse a payment when something has gone wrong with a purchase.
It is not the same as Section 75 — but for debit card payments especially, it is often your best option.
What Is a Chargeback?
A chargeback is a payment dispute raised with your bank or card issuer. Under card scheme rules (Visa, Mastercard, Amex), they can reverse a transaction and return funds to your account if the dispute is valid.
Unlike Section 75, chargeback is not a statutory right — but banks must follow scheme rules and treat disputes fairly.
When Can You Use Chargeback?
Common valid reasons include:
- Goods not received — item never arrived
- Faulty or not as described — significantly different from what was advertised
- Cancelled service — event, flight, or booking cancelled and not refunded
- Duplicate charge — paid twice
- Fraud — unauthorised transaction
You generally cannot chargeback simply because you changed your mind about a non-faulty item.
Chargeback Time Limits
Act quickly. Typical limits:
| Card scheme | Usual window |
|---|---|
| Visa / Mastercard | Often 120 days from expected delivery or transaction date |
| Amex | Similar — check your issuer |
Missing the window is one of the most common reasons disputes fail. Start as soon as the company refuses to help.
How to Request a Chargeback — Step by Step
- Try to resolve with the retailer first — banks expect this (keep proof).
- Collect evidence — order confirmation, emails, photos, tracking, and their refusal.
- Contact your bank — phone, app, or online dispute form.
- State the reason code clearly — goods not received, faulty, cancelled service, etc.
- Submit documents — the more organised, the better.
- Follow up — disputes can take weeks; keep your case reference.
A clear timeline of emails and deadlines strengthens your dispute
Chargeback vs Section 75
- Debit card? → Chargeback is your main card-based route
- Credit card over £100 with direct link? → Consider Section 75 first (stronger legal basis)
- Under £100 on credit card? → Chargeback may still work
You usually cannot run both simultaneously for the same transaction — pick the strongest route.
Why Chargebacks Get Rejected
- You missed the time limit
- No evidence you contacted the retailer
- Weak documentation (no proof of fault or non-delivery)
- The retailer provided compelling evidence the service was delivered
- You already accepted a voucher or partial resolution
Formal complaints to the retailer before chargeback create evidence banks want to see
What Happens After You Dispute
- Bank reviews your claim and may provisionally credit your account
- The retailer's bank can challenge the chargeback with evidence
- Your bank makes a final decision
- If you disagree, you can complain to your bank and escalate to the Financial Ombudsman Service
Using Refundly for Chargeback Disputes
Refundly includes chargeback as an escalation step in your personalised plan when it fits your situation. It helps you:
- Know whether chargeback or Section 75 is better
- Organise evidence in the right order
- Draft a formal retailer complaint first
- Track deadlines before windows close
Final Tip
Do not wait for the retailer to "look into it" for months. Start your written complaint immediately, set a 14-day deadline, and if they do not resolve it, file your chargeback while you still have time.