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Scan for outdated or missing drivers - takes under a minuteDriver Scan →Repair Windows errors before they cause bigger problemsFix Now →If a UK retailer collapses after taking your money, the best recovery route depends on how you paid. Section 75 of the Consumer Credit Act 1974 is a statutory claim against a credit provider for qualifying purchases costing more than £100 and up to £30,000. Chargeback is a separate card-scheme process that may reverse a transaction on debit, credit or prepaid cards, but it is not an automatic refund or an equivalent legal right.
Retailer insolvency alone does not make every transaction recoverable. The item price, payment chain, cardholder relationship, type of failure and timing all matter. Use the route that fits, preserve evidence immediately and escalate a poor provider response through the formal complaints process.
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Section 75 and chargeback: the essential difference
Section 75 and chargeback can both help when goods or services are not supplied, but they operate differently. Section 75 makes the credit provider jointly responsible with the supplier when the statutory conditions are met. You claim against the provider for the supplier’s breach of contract or misrepresentation.
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Chargeback is an agreement operated through card schemes such as Visa, Mastercard and American Express. Your bank or card provider asks the scheme to reverse a transaction under the applicable scheme rules. The provider must investigate and seek the reversal; success is not guaranteed.
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| Question | Section 75 | Chargeback |
|---|---|---|
| Legal basis | Statutory protection under the Consumer Credit Act 1974 | Voluntary card-scheme process, not a statutory right equivalent to Section 75 |
| Payment types | Qualifying credit-card transaction | Debit, credit or prepaid card, subject to provider and scheme rules |
| Purchase value | More than £100 and up to £30,000, measured per item or set | No matching Section 75 price threshold is stated in MoneyHelper’s guidance |
| Typical problem | Non-supply, goods or services not up to standard, or a misleading representation | Goods or services not received or faulty, with the seller refusing or being unable to refund |
| Time limit | MoneyHelper’s payment guidance says there is no time limit, but delaying can make evidence harder to obtain | Make the claim within 120 days; for a future event, the period starts when the event should have happened |
| How recovery works | You pursue the credit provider, which shares responsibility with the supplier | Your provider seeks a transaction reversal through the card scheme |
The same failed purchase can potentially involve both routes, but do not assume that filing one automatically creates entitlement under the other. Explain the transaction facts to the provider and ask which process applies.
When Section 75 applies
The strict price range
MoneyHelper’s current guidance says the cash price of the individual item or set must be more than £100 and no more than £30,000. Exactly £100 does not meet the “more than £100” test. The threshold is not calculated simply by adding every item in a basket.
For example, a basket containing a £70 item and a £120 item does not turn the £70 purchase into a Section 75 claim because the combined checkout total exceeds £100. Conversely, a qualifying set priced within the range can meet the test even when other, unrelated items appear on the same order. Ask the provider how it treats a bundled purchase if the invoice does not clearly identify each item or set.
A deposit paid by credit card can be enough
You do not necessarily have to pay the entire price by credit card. A partial credit-card payment, such as a deposit, may qualify and can support a claim for the full purchase price, provided the underlying item or set is within the statutory range and the other Section 75 conditions are met. Keep proof showing the deposit, the total contract price and the supplier involved.
The problem must be a breach or misrepresentation
Section 75 addresses a legal failure by the supplier. Examples include:
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- the retailer never supplies the goods or service;
- what arrives is materially not up to the contract’s standard;
- a service is not delivered as promised; or
- you bought because of a misleading statement about the product or service.
The credit provider has equal responsibility with the supplier for a qualifying claim. That is particularly important when a retailer has entered liquidation, because the provider may still be a route to compensation when chasing the business itself is futile.
Additional losses are not automatic
MoneyHelper says additional expenses or consequential losses may be claimable where those losses could also have been claimed from the supplier. This is case-specific. List each extra cost, explain how it follows from the breach and provide receipts; do not assume every knock-on expense will be reimbursed.
Payment arrangements that can change the result
Cardholder identity
The person who bought the item and the person whose name is on the credit agreement can matter. A secondary cardholder’s purchase may raise questions about whether the statutory debtor-creditor-supplier relationship exists. Tell the provider who placed the order, whose card was used and whose account is liable, rather than presenting a simplified version of the transaction.
Digital wallets and intermediaries
MoneyHelper says a transaction made through a logged-in PayPal account will generally not have Section 75 protection, while a guest payment may in some circumstances. Wallets and payment intermediaries can interrupt the direct link between the card issuer and supplier. Do not treat every wallet payment identically: give the provider the exact checkout path, account status and transaction record and ask it to assess eligibility.
Travel booked through an agent
A flight or holiday bought through an agent can create a supplier-chain issue. The relevant question may be whether the agent contracted to supply the travel or merely sold a ticket on another supplier’s behalf. The answer depends on the contract and paperwork, so retain the booking terms, invoice and descriptions of each party’s role.
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How chargeback works and why the deadline matters
Chargeback can be relevant to debit, credit and prepaid cards when goods do not arrive, are faulty or the merchant refuses a refund. It is not limited by the Section 75 price range, but each scheme and provider applies its own rules and evidence requirements.
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MoneyHelper says to make a chargeback claim within 120 days. For something scheduled in the future, such as an event, the 120-day period starts on the date the event should have taken place, not necessarily the date you paid. A prolonged exchange with a failed retailer can use up this window, so contact the provider promptly while preserving any attempt to resolve the issue.
A chargeback is a request for the provider to seek reversal through the scheme. The merchant or its bank may challenge it, and the provider may reject it if the scheme’s conditions or evidence are not satisfied. Treat any temporary credit as provisional unless the provider confirms the outcome.
What to do when a retailer has stopped trading
1. Build an evidence file immediately
Collect digital and paper records before websites disappear or email accounts close:
- order confirmation, invoice and receipt;
- the product or service description and promised delivery date;
- your card statement showing the transaction;
- messages with the retailer, including refund requests;
- screenshots or notices showing that the business has ceased trading or entered liquidation;
- proof of any deposit, instalment or wallet payment; and
- receipts for reasonable additional expenses connected with the failure.
Write a short chronology with the order date, payment date, promised performance, the point at which the problem became clear and every contact attempt. Keep the originals and send copies to the provider.
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2. Decide whether contacting the seller is practical
For a Section 75 claim, MoneyHelper suggests setting out what you bought, where and when you bought it, the amount paid, proof of purchase, your attempts to contact the supplier and the remedy you want. If the retailer is still operating, make a clear written refund request and allow a reasonable opportunity to respond.
If the company has disappeared, its website is closed or a liquidator has announced that trading has ended, record that fact instead of repeatedly waiting for a reply. A failed contact attempt, bounced email or insolvency notice helps explain why direct resolution was impossible.
3. Ask the credit provider for a Section 75 claim
- Call or write to the credit-card provider using the contact details on your statement or card.
- State that you are making a claim under Section 75 of the Consumer Credit Act 1974.
- Identify the supplier, the item or set, the individual price, the total contract price and the amount charged to the card.
- Describe the breach or misrepresentation: for example, non-delivery after the promised date or a service that was never provided.
- Attach the evidence file and explain any insolvency notice or failed contact attempt.
- Specify the remedy requested and retain a copy of the claim, attachments and submission date.
Ask the provider to confirm in writing whether it considers the transaction to meet the price, supplier and payment-chain conditions. If it says the claim is outside Section 75, request the reason and ask whether a chargeback route is available instead.
4. Ask about chargeback without waiting
Chargeback is especially relevant for debit or prepaid cards, and for credit-card transactions that do not fit Section 75. Tell the provider the transaction date, merchant, amount, problem and date the goods or service should have been supplied. Make clear that you are asking about a chargeback and note the 120-day deadline.
Give the provider the same evidence, but follow its chargeback form or secure-message process. If it asks for proof that you tried the seller, provide your emails, screenshots or the insolvency announcement. Do not let an unresponsive retailer consume the available time.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Complaining when the card provider refuses or delays
First ask the provider to review the decision and make a formal complaint through its complaints channel. Explain which facts it has misunderstood, such as the per-item price, a credit-card deposit or the date a future event should have occurred. Keep the complaint reference and the date it was received.
MoneyHelper’s related guidance says providers generally have eight weeks to issue a complaint response. If you remain unhappy after the provider’s final response, you usually have six months from that response to refer the matter to the Financial Ombudsman Service. Check the current Ombudsman process and the deadlines stated in your particular final-response letter, because case circumstances can affect the route.
The Ombudsman will want the chronology, correspondence, card statements, provider decision and your explanation of why the transaction meets Section 75 or chargeback conditions. Send a complete file rather than relying on a summary of events.
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Recent BNPL change from 15 July 2026
MoneyHelper says Section 75 protection was extended to qualifying third-party buy-now, pay-later transactions taken out on or after 15 July 2026, subject to specified conditions. The guidance described this extension as applying to third-party BNPL products, not a BNPL product provided directly by the retailer.
Because eligibility depends on the exact BNPL arrangement, agreement date and parties to the transaction, do not assume that every instalment plan has Section 75 protection. Provide the BNPL agreement, payment schedule, retailer details and date of the transaction and ask the lender to assess the arrangement under the rules in force.
Common mistakes that weaken a claim
- Using the basket total: Section 75’s £100 threshold applies to each item or set, not automatically to the whole checkout.
- Treating £100 as qualifying: the price must be more than £100, not exactly £100.
- Waiting for an insolvent retailer: preserve proof of the failure and contact the card provider promptly, especially where chargeback’s 120-day period is running.
- Calling chargeback a guaranteed refund: the provider seeks reversal under scheme rules and the merchant can dispute it.
- Ignoring the payment chain: logged-in wallet payments, secondary-cardholder purchases, travel agents and BNPL arrangements can require separate eligibility analysis.
- Sending no contract evidence: a card statement alone may not show what was promised, when it was due or which supplier was responsible.
- Claiming every consequential cost: list additional losses, but understand that recoverability depends on whether they could also have been claimed from the supplier.
A practical decision path
- If you paid by credit card and the individual item or set cost more than £100 and no more than £30,000, check the direct supplier relationship and make a Section 75 claim.
- If you paid by debit or prepaid card, ask for chargeback immediately and work to the 120-day deadline.
- If you used a credit card but the purchase falls outside Section 75, ask about chargeback as well.
- If a wallet, travel agent, secondary cardholder or BNPL product was involved, disclose that detail and request a transaction-specific assessment.
- If the provider rejects or mishandles the claim, complain formally, wait for its response or the applicable eight-week point, then consider the Financial Ombudsman within the stated six-month referral period.
The strongest file links the payment record to the contract, proves what failed, shows sensible attempts to obtain a refund and reaches the provider before any relevant deadline expires.
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