How to File a Chargeback
A complete step-by-step guide for customers who need to dispute an unauthorized or incorrect transaction through their bank or card issuer.
A chargeback is a transaction reversal initiated by your bank or card issuer when you dispute a charge on your statement. It is designed to protect consumers from unauthorized or fraudulent transactions.
When should you file a chargeback?
You should consider filing a chargeback if:
Valid Reasons
- Unauthorized transaction on your card
- You were charged but never received the goods
- The item received was significantly different
- Duplicate charge on your statement
- Merchant went out of business
Avoid Filing If
- You already received a refund
- The charge was made by someone you authorized
- You simply changed your mind about a purchase
- The merchant already resolved the issue
How to file a chargeback step by step?
Contact the Merchant First
Before filing a chargeback, try to resolve the issue directly with the merchant. Contact their customer support via email or phone. Keep a record of all communication.
Gather Your Evidence
Collect all relevant documents including your bank statement showing the charge, order confirmation, any communication with the merchant, and proof of the issue.
Contact Your Bank or Card Issuer
Call the number on the back of your card or log into your online banking. Report the transaction you want to dispute and explain the reason.
Submit Your Dispute
Provide all your evidence and a clear explanation of why you are disputing the charge. Your bank will assign a case number — save it.
Wait for the Investigation
Your bank will investigate the dispute, usually within 10–45 business days. In the meantime, you may receive a provisional credit for the disputed amount.
Get Your Decision
Your bank will notify you of the outcome. If the chargeback is successful, the funds will be permanently returned to your account.
How to file a chargeback by platform?
Stripe Payments
If you were charged through Stripe, contact the merchant directly first. If unresolved, contact your bank or card issuer to initiate the dispute. Stripe will then notify the merchant and investigate.
PayPal
Log into your PayPal account → Go to Resolution Center → Click Report a problem → Select the transaction → Choose your reason → Submit. PayPal will mediate the dispute between you and the seller.
Visa / Mastercard
Contact your card-issuing bank directly. Call the number on the back of your card or use your bank's app/website to dispute the transaction. You have up to 120 days from the transaction date to file.
Bank Transfer / Direct Debit
Contact your bank immediately. For direct debits in the UK, you can claim a refund under the Direct Debit Guarantee. For bank transfers, act quickly as recovery becomes harder over time.
How long does a chargeback take?
| Provider | Time to File | Resolution Time |
|---|---|---|
| Visa | 120 days | 10–45 business days |
| Mastercard | 120 days | 10–45 business days |
| American Express | 120 days | 30–60 business days |
| PayPal | 180 days | 10–20 business days |
| UK Bank (Direct Debit) | No limit* | Immediate (DD Guarantee) |
What happens after you file a chargeback?
- Your bank notifies the merchant – The merchant receives a chargeback notification and has a deadline to respond.
- Merchant can contest – The merchant may submit evidence to dispute your claim.
- Investigation – The card network (Visa/Mastercard) reviews both sides.
- Decision – A final ruling is made. If you win, funds are returned permanently.
Tips for a successful chargeback claim?
Do
- Act quickly — don't wait
- Keep all receipts and records
- Document everything in writing
- Be honest and accurate
- Follow up with your bank
Don't
- File without contacting merchant first
- Exaggerate or fabricate evidence
- File duplicate claims
- Ignore bank communications
- Wait too long to file
How does a chargeback affect the merchant?
When a chargeback is filed, the merchant faces:
- Reversal of the transaction amount
- A chargeback fee (typically £15–£25)
- An increased chargeback ratio
- Potential account review if ratio exceeds 1%
Are you a merchant receiving chargebacks?
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