Use this guide when goods or services you paid for by card did not arrive, were faulty, not as described, or the company has gone out of business. Have your order confirmation, receipts, card statement, photos and any messages with the seller ready.
Step by step
Contact the seller first
Write to the seller explaining the problem and what you want, such as a refund, repair or replacement. Mention your rights under the Consumer Rights Act 2015, including the 30-day short-term right to reject faulty goods. Give a clear, reasonable deadline to respond.
Gather your evidence
Collect receipts, order confirmations, delivery tracking, photos of faulty items and all messages with the seller. Note dates of each contact. Clear evidence makes a card dispute much more likely to succeed.
Work out which route applies
If you paid by credit card and the item or service falls within the price limits set by law, you may be able to claim under section 75 of the Consumer Credit Act, which makes the card provider jointly responsible. Chargeback is a scheme run by card networks that can apply to debit, credit and some prepaid cards. Check the current section 75 limits on MoneyHelper or Citizens Advice.
Contact your card provider
Call or write to your bank or card provider, explain what happened and say whether you are asking for a section 75 claim or a chargeback. Send your evidence and ask for a reference number. Chargebacks have time limits, so contact them as soon as possible.
Follow up and respond to requests
Reply quickly to any request for more information. Keep a log of calls, names and dates. The seller may challenge the dispute, so be ready to explain your case clearly.
Escalate if refused
If your card provider rejects the claim, ask for its final response in writing. You can then take your complaint to the Financial Ombudsman Service, which is free to use. Citizens Advice can help you prepare your complaint.
Ready-to-use checklist
- Written complaint sent to the seller
- Receipts and order confirmation saved
- Photos or proof of the problem
- Payment method and amount confirmed
- Section 75 or chargeback route chosen
- Card provider contacted with reference number
- Call and email log kept
- Final response saved if refused
Practical tips
- For bigger purchases, paying at least part of the cost on a credit card can give you extra protection.
- For most online purchases you have a 14-day cancellation period under the Consumer Contracts Regulations, so cancel in writing within that time if you change your mind.
- Screenshot the seller's website and terms at the time of purchase in case they change later.
Common problems
The company has gone out of business and I paid a deposit.
Contact your card provider straight away about a section 75 claim or chargeback, as the seller cannot refund you. Provide proof of the payment and what was promised. If you paid by bank transfer, ask your bank whether any recovery is possible.
My bank says too much time has passed for a chargeback.
If you paid by credit card, ask whether a section 75 claim is possible instead, as it has different rules. Ask the bank for its decision in writing. You can then complain to the Financial Ombudsman Service.
I paid through an online payment service, not directly by card.
Check the payment service's own buyer protection and dispute process first. Section 75 protection may not apply when a third party sits between you and the seller, so ask your card provider and Citizens Advice about your options.