💳 Chargeback Refunds in the UK: Your Guide to Getting Money Back When Things Go Wrong

If you’ve ever bought something with your debit or credit card and been left out of pocket — whether due to a scam, poor service, or a missing delivery — you might be able to use a chargeback to recover your money.

While it isn’t a legal right like Section 75, chargeback is a voluntary scheme offered by banks and card networks (like Visa and Mastercard), and it can be a powerful consumer protection tool if used correctly.

This guide explains how chargeback works in the UK, when to use it, how to file a claim, and what banks support it.

💡 What Is a Chargeback?

Chargeback is a dispute process that allows you to ask your bank to reverse a card transaction if something goes wrong with a purchase.

It’s available for purchases made by:

• Debit cards

• Prepaid cards

• Credit cards (for transactions under £100)

It’s typically used when:

• Goods never arrive

• Items are faulty or not as described

• You’re charged more than once

• A company goes bust before delivering

• You’re the victim of fraud or scams

Chargeback allows the bank to recall the money from the seller’s bank — essentially refunding you while pursuing the merchant.

✅ When Can You Use Chargeback?

You may be eligible to request a chargeback if:

• You made the payment on a Visa, Mastercard, or Amex card

• The purchase was made within the last 120 days (but can be extended up to 540 days in some cases)

• You first tried to resolve the issue with the seller

• The product or service was not delivered or was misrepresented

⚠️ Not Valid If:

• You just changed your mind

• You were at fault for the issue (e.g. ordering the wrong item)

• It’s been too long since the transaction (typically 120 days max)

🏦 UK Banks That Support Chargeback

Most major UK banks support chargeback, although policies and timelines vary. Examples include:

Each bank may have different steps, but all offer chargeback support on valid card payments.

📋 How to Start a Chargeback Claim (Step-by-Step)

🔹 1. Try to Resolve with the Retailer First

Banks expect you to make a reasonable effort to get a refund from the company directly. Save:

• Emails or messages

• Order confirmations

• Delivery status or tracking

🔹 2. Contact Your Bank or Card Issuer

Use your bank’s website, mobile app, or phone support. Some banks have an online dispute form, while others allow chargeback requests through secure chat.

Provide:

• Transaction details

• Date and amount

• What went wrong

• Proof of attempt to contact the retailer

🔹 3. Bank Reviews and Files Dispute

Your bank will:

• Review your evidence

• Contact the card network (Visa, Mastercard, etc.)

• Request a refund from the merchant’s bank

The process can take up to 35–45 days, depending on complexity.

🔹 4. Receive a Refund (Provisional or Final)

If the claim is successful, the money will be reversed to your account. Sometimes banks issue a provisional refund while investigating, which could later be reversed if the merchant disputes it successfully.

📅 Chargeback Time Limits

• You should start the process within 120 days of the transaction or expected delivery date.

• For travel bookings (e.g. flight in August booked in April), the 120-day window starts from the travel date.

• Visa allows chargebacks up to 540 days in specific cases, such as continuous payment authority issues.

💷 What You Can Claim Back

You can claim:

• The full amount of the transaction

• Any associated fees if charged in error

• In some cases, recurring payments for subscriptions or unauthorised charges

However, chargeback doesn’t cover consequential losses — only the value of the original transaction.

📧 Sample Chargeback Request (Message Template)

Subject: Chargeback Request – Faulty/Undelivered Purchase

Dear [Bank Name],

I would like to request a chargeback under the Visa/Mastercard dispute process.

On [date], I paid £[amount] to [merchant name] using my [debit/credit] card ending in [last 4 digits]. The item/service was [not delivered / faulty / misrepresented].

I have contacted the retailer on [dates] and attempted to resolve the issue, but have not received a satisfactory response.

Please find attached copies of my payment receipt, communication with the merchant, and any supporting documentation.

I understand this request is within the allowed time frame and would like your assistance in initiating a chargeback claim.

Kind regards,
[Your Name]
[Contact Info]

⚖️ Chargeback vs Section 75: What’s the Difference?

Tip: If you paid by credit card and spent over £100, you’re better off using Section 75.

🧠 Common Mistakes to Avoid

• Waiting too long: If you go beyond 120 days, your chances drop significantly.

• Providing incomplete evidence: Always include transaction records, emails, and proof of the problem.

• Not contacting the merchant first: Banks will often reject claims without proof of this step.

🔗 Trusted Resources for Help

• MoneyHelper: Chargeback Guide

• Financial Ombudsman Service – if your bank mishandles your claim

✅ Summary: Key Facts About Chargeback in the UK

| What It Is | A voluntary refund process banks offer for faulty or undelivered purchases |
| Applies To | Debit cards, prepaid cards, and credit cards (under £100) |
| Time Limit | 120 days (some up to 540) |
| Who Offers It | Most major UK banks and card providers |
| Cost to You | Free |
| Refund Time | Usually within 30–45 days |
| Tip | Always try the retailer first before going to your bank |

🔍 Final Thoughts: Is Chargeback Worth It?

Absolutely — especially when you’re left out of pocket by poor service, fraud, or undelivered items. It’s fast, free, and usually successful when backed by evidence.

If you’ve made a purchase that went wrong and paid by card, don’t assume the money is gone for good. Use chargeback, and you could get it back with minimal effort — no court, no lawyers, and no stress.