Chargeback Guide (How to Get a Refund from Your Bank)

What Is Chargeback?

Chargeback is a transaction reversal mechanism operated by the major card payment schemes: Visa (including Visa Debit), Mastercard (including Maestro and Mastercard Debit), and American Express. When you buy something using a card and the transaction goes wrong — the goods are faulty, the service is not provided, the supplier goes bust, or the transaction was unauthorised — your bank (the "issuer") can reverse the transaction and recover the money from the supplier's bank (the "acquirer"). Chargeback is not a legal right — it is a set of contractual rules between banks. However, the Payment Services Regulations 2017 require banks to handle chargeback requests in a timely manner. The advantage of chargeback is that it works for any amount — no minimum spend, no maximum spend, and no need for a credit card. It also covers purchases made abroad as long as your card was issued in the UK. The disadvantage is that chargeback has strict time limits (typically 120–540 days depending on the card scheme and reason code) and is not a legal guarantee — if the bank rejects your claim, you cannot sue them based on chargeback alone (though you may have other legal rights).

How Chargeback Differs from Section 75

Chargeback and Section 75 serve similar purposes but have fundamental differences. The table below summarises the key distinctions:

• Legal basis — Section 75 is a statutory right under the Consumer Credit Act 1974; chargeback is a voluntary scheme rule between card networks and banks.
• Minimum spend — Section 75 requires a single item costing £100–£30,000; chargeback has no minimum spend — you can claim for a £5 item.
• Card type — Section 75 only covers credit cards; chargeback covers credit cards, debit cards, and pre-paid cards (including Visa Debit, Mastercard Debit, and Amex).
• Time limit — Section 75 has a 6-year limit (5 in Scotland); chargeback time limits are 120–540 days depending on the scheme and reason code.
• Maximum amount — Section 75 caps at £30,000; chargeback has no maximum.
• Joint liability — Section 75 makes the card provider jointly liable with the supplier; chargeback merely reverses the transaction if the rules allow.
• Enforceability — Section 75 can be enforced through the Financial Ombudsman and courts; chargeback decisions are at the bank's discretion, though you can complain to the FOS if your bank mishandles the claim.
• Best for — Use Section 75 for credit card purchases £100–£30,000; use chargeback for debit card purchases, smaller amounts, or credit card purchases under £100.

You can use both protections — if chargeback fails on a credit card, you can still pursue a Section 75 claim (provided the purchase meets the criteria).

When You Can Use Chargeback

Chargeback can be used in a wide range of situations, categorised by reason codes set by the card schemes. The most common reasons include: goods or services not received — you paid but the item never arrived (e.g. online shopping that never shipped); goods are faulty or not as described — the item arrived damaged, defective, or significantly different from the description; duplicate transaction — you were charged twice for the same purchase; unauthorised transaction — someone used your card without your permission (though this is more commonly handled as fraud); cancelled recurring payment — you cancelled a subscription but the merchant continued charging; merchant went out of business — the supplier ceased trading before fulfilling your order; credit not processed — you returned goods but the refund never appeared; and processing error — the wrong amount was charged. Chargeback cannot be used for: transactions you authorised and then changed your mind about (unless the supplier agreed to a refund and did not process it), gambling losses where the transaction was properly authorised, or transactions where you provided the goods or services as intended. Each card scheme has specific reason codes — Visa uses codes 10–13, Mastercard uses codes 4801–4863, and Amex has its own classification. Check with your bank if you are unsure which reason code applies.

How to Make a Chargeback Claim

Making a chargeback claim is straightforward and free. Step 1 — contact the supplier first and try to resolve the issue. Keep records of all communication (emails, chat logs, screenshots). If the supplier refuses or does not respond within a reasonable time (usually 14 days), move to Step 2. Step 2 — contact your bank (or card issuer) and request a chargeback. You can do this by phone, online banking chat, or in branch. State clearly: "I want to make a chargeback claim." Provide: the transaction date and amount, the supplier's name, your reason for the chargeback (e.g. "goods not received"), and any supporting evidence (order confirmation, proof of payment, correspondence with the supplier). Step 3 — the bank will investigate and submit the chargeback to the supplier's bank under the relevant reason code. The supplier's bank has 10–45 days to respond, depending on the card scheme. If the chargeback is successful, the money will be credited back to your account. If the supplier disputes the chargeback, the bank may ask for more evidence. Step 4 — if the chargeback is rejected, ask the bank for a detailed explanation. You can request a second chargeback (known as "second presentment") with additional evidence. If that also fails, you can complain to the Financial Ombudsman Service if you believe the bank mishandled your claim. The key to success is acting quickly — chargeback time limits start from the transaction date or the date you became aware of the problem, whichever is later.

Time Limits by Card Scheme

Chargeback time limits are strict and vary by card scheme. Visa — 120 days from the transaction date (or the date of the last goods/service in the case of multiple deliveries). However, Visa announced in 2025 that for goods not received, the deadline was extended to 540 days from the expected delivery date. Mastercard — generally 120 days from the transaction date, but up to 540 days for goods not received where the expected delivery date is more than 120 days out. Mastercard also allows 540 days for ongoing services (e.g. subscriptions) where the service was not provided as agreed. American Express — 180 days from the transaction date. Amex does not technically use the term "chargeback" — they call it a "dispute" — but the process is similar. Maestro — same as Mastercard (120 days generally, 540 for goods not received). Visa Debit — same as Visa (120 days generally, 540 for goods not received). Important — time limits are counted from the transaction date (the date the payment was processed), not the date you placed the order. However, for goods not received, the clock starts from the expected delivery date or the date you became aware of the problem. The best practice is to act as soon as you know there is an issue. If you are approaching the time limit, submit the claim anyway — most banks will process it if it is within a reasonable window. See our Section 75 guide → for purchases over £100 on credit cards, which has a much longer 6-year time limit.

What to Do If Chargeback Fails

If your chargeback claim is rejected, do not give up immediately. First, ask the bank for a detailed written explanation of why it was rejected. Common reasons for rejection include: the time limit has passed, the supplier provided evidence of delivery or service, the transaction does not match the reason code criteria, or the bank believes you authorised the transaction. If the reason was insufficient evidence, gather stronger proof (e.g. delivery tracking showing non-delivery, emails from the supplier admitting fault, photos of damaged goods) and request a second chargeback (second presentment). Each card scheme allows at least one re-presentation. If the second chargeback also fails, you can: Complain to the Financial Ombudsman Service (FOS) — if you believe the bank mishandled your claim or failed to follow the card scheme rules. The FOS can order the bank to refund you (up to £430,000) and pay compensation for distress. The FOS cannot overturn a chargeback decision made correctly, but they can penalise the bank for poor process. Use Section 75 — if the purchase was made on a credit card and cost £100–£30,000, you can make a Section 75 claim even if the chargeback failed. Section 75 is a legal right and the time limit is 6 years. Take the supplier to small claims court — if the chargeback failed because the supplier successfully disputed it, you can sue the supplier directly in the small claims track for claims up to £10,000. Use a claims management service — as a last resort, some companies specialise in chargeback recovery, but they typically take a percentage of the refund. See our Small Claims Court guide → and Section 75 guide → for further options.

FAQs

Can I use chargeback for a purchase I made with a debit card?

Yes. Chargeback covers Visa Debit, Mastercard Debit, Maestro, and most pre-paid cards. This is one of the main advantages over Section 75, which only covers credit cards.

Is there a minimum amount for chargeback?

No. Chargeback works for any amount — from £1 upwards. This makes it ideal for small purchases where Section 75's £100 minimum does not apply.

How long does a chargeback take?

The process typically takes 30–60 days from the date you submit the claim to your bank. If the supplier disputes the chargeback, it can take longer — up to 90–120 days.

Can I claim chargeback if the supplier goes bust?

Yes. If you paid by card and the supplier ceases trading before fulfilling your order, you can use chargeback to reclaim your money. This is one of the most common chargeback use cases.

What happens if the supplier disputes my chargeback?

The bank will review the evidence from both sides. You may be asked to provide additional evidence. If the dispute goes against you, you can request a second chargeback with stronger evidence or escalate to the Financial Ombudsman.