If an online order never arrived, was materially different from its description, was defective, or a promised refund never appeared, contact the seller in writing first. If the seller does not put it right, ask your bank or card provider which dispute route applies and file promptly. The route, deadline and legal protection depend on your payment method and country: a US credit-card billing-error notice generally has a 60-calendar-day deadline, while UK debit-card chargeback and Section 75 claims follow different rules.
What to do first
Use this order of operations:
- Write to the seller. Identify the order, explain exactly what failed, request a refund or other remedy, and set a reasonable response deadline.
- Save your evidence. Keep the order confirmation, receipt, statement entry, promised delivery date, tracking, screenshots, seller terms, messages, your refund request and the seller’s reply.
- Contact the payment provider promptly. Tell the issuer whether you paid by credit card, debit card, bank transfer or another method, and ask whether the case should be handled as a billing error, card dispute, chargeback or unauthorized electronic-fund-transfer claim.
- Meet the issuer’s procedure and deadline. Some routes require a written notice or a particular form or channel.
- Keep paying amounts you do not dispute. Follow the provider’s instructions, obtain a case number and ask for the decision in writing.
- If the claim is rejected, ask why. Request the evidence relied on, use the provider’s complaint process, and then escalate to the regulator or ombudsman that covers your jurisdiction.
A bank or card provider can investigate and, where the applicable rules and network process support it, reverse a payment. It cannot promise a refund for every disappointing purchase, so describing the failure accurately is essential.
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Choose the correct dispute route
“Chargeback,” “billing error,” and “unauthorized payment” are not interchangeable. The provider needs to know both how you paid and what went wrong.
| Payment method and location | Possible route | What the evidence must show | Deadline or timing point | Nature of protection |
|---|---|---|---|---|
| US credit card | Written billing-error notice; the issuer may also use its card-dispute process | The charge, the failed promise (for example, goods not delivered as agreed), your attempt to resolve it and supporting records | Send the written notice within 60 calendar days after the statement containing the charge | Federal billing-error rights apply to qualifying errors; the network process may also be involved |
| US debit card | Debit-card dispute or the bank’s electronic-fund-transfer process | What the debit was for, why it was wrong, and when you notified the bank | Contact the bank quickly; the specific deadline depends on the claim and the bank’s procedure | Debit-card protections differ from credit-card billing-error rules |
| US unauthorized electronic fund transfer | Unauthorized-transfer claim with the financial institution | Why you did not authorize the transfer and the relevant account records | The CFPB says the institution generally has 10 business days to investigate, with longer final-resolution limits in specified cases | A separate electronic-fund-transfer framework, not a merchandise-quality dispute |
| UK debit card | Chargeback request through the card provider | Non-delivery, misdescription, defect, or a promised refund that was not received, plus your seller correspondence | Card-scheme and issuer windows vary by reason; ask immediately | Chargeback is a card-scheme process rather than the statutory Section 75 remedy |
| UK credit card | Chargeback and, where eligible, Consumer Credit Act 1974 Section 75 | The purchase, the breach or misrepresentation, price and seller contact | Scheme and issuer windows vary; Section 75 eligibility depends on the transaction | Section 75 may apply to eligible purchases costing more than £100 and less than £30,000 |
| Bank transfer or another payment method | Ask the bank or provider what recovery or dispute process exists | Transfer confirmation, recipient details, the failed contract or fraud report and your timeline | Not stated as a universal card deadline; contact the bank immediately | It is not automatically a card chargeback, and outcomes depend on the method and jurisdiction |
These categories are a starting point, not a guarantee of eligibility. Tell the provider the truth about the transaction instead of selecting the category that sounds most favorable.
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Step 1: Give the seller a written chance to fix the failure
The Consumer Financial Protection Bureau (CFPB) advises consumers to contact the company that sold the product or service, explain the problem and ask the company to refund the money or undo the charge. The Federal Trade Commission (FTC) similarly advises: “If the company won’t reverse the charge, dispute it.”
What your message should contain
- Order or invoice number, purchase date and the amount paid.
- A precise description of the failure: the order never arrived, arrived after a promised date, was not what was ordered, was defective, was cancelled, or was returned but the promised refund did not arrive.
- The remedy you want, usually a full or partial refund, and where it should be sent.
- A clear response date. Do not describe a deadline as a legal deadline unless you know that rule applies to your transaction.
- A request for written confirmation of the seller’s decision and, if a refund is promised, the date and method of processing.
Send the message through a channel that creates a record, such as email or the seller’s support form, and keep the sent message, attachments and delivery confirmation. If the seller responds by telephone, write down the date, representative’s name if provided, what was said and any reference number, then ask the seller to confirm it in writing.
Short seller-message template
Subject: Refund request for order [order number]
I paid [amount] on [date] for [item or service]. The problem is: [non-delivery, defect, misdescription, cancellation, or missing refund]. The promised delivery/refund date was [date], if applicable.
Please [refund the amount / provide the agreed remedy] by [response date]. Please confirm the outcome and any refund reference in writing.
Attached are the order confirmation, payment record and relevant correspondence.Keep the bracketed fields as fill-ins; replace them before sending.
Step 2: Build an evidence file and chronology
A provider must compare your account of events with the merchant’s information and the payment record. A dated, organized file makes that assessment easier.
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Collect these records
- Order confirmation, invoice, receipt and the statement line showing the payment.
- The product page, description, advertised features, seller terms and the promised delivery date. Save screenshots that show the date captured where possible.
- Tracking information, delivery scans, photographs of a defect or the item received, and records of a return.
- Every email, chat transcript and support ticket, including your refund request and the seller’s response or silence.
- Proof that you sent the written notice, such as the sent-message record or a support-ticket number.
- For an unauthorized transfer, account statements and any alert or notification showing when you noticed it.
Write a one-page timeline
- Record the order date, amount, merchant and payment method.
- Copy the exact delivery or refund promise.
- Record when the expected event failed and what you observed.
- List each contact with the seller, the response and any promised action.
- Record when you contacted the issuer, the channel used and the case number.
Submit copies, not irreplaceable originals. Keep the complete file until the provider’s investigation and any complaint or ombudsman process are finished.
Step 3: Contact your bank or card provider promptly
Use the telephone number on the back of your card or the secure channel shown in your banking app or statement. Explain that you are disputing a specific transaction and ask which formal route applies. A useful opening is:
I want to dispute a payment of [amount] to [merchant] dated [date]. I paid by [credit card/debit card/bank transfer]. The failure is [brief, factual description]. I contacted the seller in writing on [date]; the result was [response or no response]. Please tell me whether this is a billing error, card dispute, chargeback or unauthorized-transfer claim, what form and evidence you require, and the filing deadline.Ask the provider to confirm:
- the case or reference number;
- the date it considers the dispute received;
- the documents and written statement it needs;
- whether a temporary credit is provisional and can be reversed;
- how to submit further evidence; and
- when and how it will communicate its decision.
Do not call a transaction “unauthorized” if you authorized the payment but the seller failed to deliver. An unauthorized-payment claim concerns a payment you did not authorize; non-delivery and misdescription are different fact patterns.
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US credit-card purchases: protect the 60-day billing-error right
For a US credit card, the CFPB states that you must send a written billing-error notice within 60 calendar days after the charge appeared on the statement to protect the relevant billing-error rights. Send it to the billing-error address specified by the card issuer’s statement or agreement, not merely to a general customer-service address, unless the issuer tells you another channel is valid.
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What can qualify
The FTC describes billing errors as including items you “didn’t accept or weren’t delivered as agreed.” That makes non-delivery or a failure to meet the agreed delivery terms a different issue from simply disliking an item. The FTC notes that disputes based only on product quality may follow a different route. Describe the facts and let the issuer classify the claim.
How to file
- Identify your name, account, the merchant, transaction date and amount.
- State that you are reporting a billing error and explain the failure in one or two factual paragraphs.
- State when and how you contacted the seller and attach the response or proof of no response.
- Enclose copies of the statement line, order records, delivery evidence and relevant terms.
- Send the notice so you can prove when it was delivered, and retain a copy of everything.
Continue paying undisputed portions of the account while the issuer investigates. Follow any instructions about the disputed amount, and monitor later statements for credits or reversals. A provisional credit, if offered, is not necessarily the final decision.
US debit cards and unauthorized electronic transfers
Debit-card protections and procedures differ from US credit-card billing-error rules. Contact the bank quickly and ask whether it wants a debit-card dispute, a chargeback request or an electronic-fund-transfer claim. The bank may require its own form, a signed statement or a particular notification channel.
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UK purchases: chargeback and Section 75 are separate routes
The Financial Conduct Authority (FCA) says that if you paid by card for something you did not receive, you may be able to get your money back by contacting the card provider. UK debit-card users can ask for chargeback. The Financial Ombudsman Service lists common chargeback reasons including goods or services not received, not as described, defective, or a promised refund not received.
Chargeback
Chargeback is a request made through the card provider under the card-scheme process. Visa explains that it allows a cardholder to ask the bank to refund a payment when a purchase has gone wrong. The issuer and scheme set time windows that vary by reason, so file as soon as the seller fails to resolve the matter and ask the provider for the exact deadline. Provide the seller correspondence and the chronology rather than relying on a short description such as “scam.”
Consumer Credit Act 1974 Section 75
For a UK credit-card purchase costing more than £100 and less than £30,000, Section 75 may provide a separate route when its eligibility conditions are met. The FCA identifies those price limits; they do not mean every transaction in that range automatically succeeds. Ask the card provider to assess Section 75 as well as chargeback, and supply the contract, description, breach or misrepresentation, price and evidence of your attempt to resolve it.
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Random freezes, missing sound and display glitches usually trace back to one bad driver. Find and replace yours safely.Free scan · under a minuteSection 75 and chargeback are not the same remedy. Section 75 is a statutory route with eligibility conditions; chargeback is a card-scheme process. The provider can explain which applies to your transaction.
Other countries and bank transfers
The 60-day written-notice rule is specific to US credit-card billing-error protection and should not be generalized worldwide. Card-network windows, issuer procedures and consumer-credit laws vary by country and by the reason for the dispute.
If you paid by bank transfer, do not assume a card chargeback is available. Contact the sending bank immediately, provide the transfer confirmation and explain whether the merchant failed to perform, the recipient is unknown, or the payment was unauthorized. Ask what recovery, recall, fraud or complaint process applies. The evidence and escalation route will depend on the bank, transfer system and jurisdiction.
Match your evidence to the failure
| Failure | Useful proof | Important distinction |
|---|---|---|
| Order never arrived | Order confirmation, promised delivery date, tracking showing no delivery, seller contacts | State what delivery was agreed, not merely that you are unhappy with the delay |
| Not as described | Original product page, screenshots, photographs, invoice and messages | Identify the specific material difference |
| Defective | Photographs or video, defect description, inspection or return record, seller response | Product-quality disputes may follow a different route from a US billing error |
| Cancelled order | Cancellation confirmation, terms, payment record and promised refund date | Separate cancellation from an unauthorized payment |
| Refund promised but missing | Seller’s written promise, refund reference, expected processing date and later statements | Ask the issuer to trace the missing credit, not to treat the original authorized payment as unauthorized |
| Unauthorized payment | Account statement, alerts, date noticed and your report to the bank | Use the electronic-transfer or unauthorized-transaction process promptly |
Deadlines, investigation and payment while waiting
Deadlines are measured from different events. The US credit-card rule runs from the date the charge appeared on the statement, not necessarily the order date. UK chargeback windows vary by card scheme and reason, and issuers may impose operational deadlines. Other countries and payment methods have their own rules. Ask the provider to state the deadline in writing and submit before it expires.
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1Clear out junk files and repair common Windows errors2Fix the driver behind crashes, sound loss and screen glitches3Repair Windows errors before they cause bigger problemsWhile the case is open, keep the account current for amounts you do not dispute. Do not stop communicating with the seller or ignore requests from the issuer. If the provider asks for more documents, send a dated response that identifies each attachment. Keep checking statements: a merchant refund, provisional credit or later reversal can appear separately from the original charge.
If the provider rejects the claim
- Request the decision and the reasons in writing, including the evidence or merchant response relied on.
- Check whether the provider placed the dispute in the wrong category or missed a document; correct factual errors with a concise chronology.
- Use the issuer’s formal complaint or reconsideration route and keep the complaint reference.
- If the internal route does not resolve the matter, contact the regulator or ombudsman for the relevant country and financial product. In the UK, the Financial Ombudsman Service is the named route for eligible complaints after the provider’s process.
- Keep every letter, form, attachment and deadline in one file. A complaint about the provider’s handling is separate from the underlying dispute with the seller.
An issuer’s rejection does not establish that the seller performed correctly; it means the provider did not accept the claim under the route and evidence presented. You can ask what alternative process, if any, remains available.
Common mistakes that weaken a refund claim
- Waiting for months. Scheme and issuer windows can run while you negotiate with the seller.
- Relying on a phone call. A written notice and proof of sending create a clearer record.
- Sending only a screenshot of the charge. The issuer also needs the contract, promised delivery or refund, failure and seller correspondence.
- Calling a merchant dispute “fraud.” Use the factual category that matches what happened.
- Disputing an entire statement. Identify the exact transaction and continue paying undisputed amounts.
- Assuming debit and credit cards have identical rights. Ask the provider which rules and forms apply to that payment method.
- Assuming a chargeback is guaranteed. It is an investigation or scheme process, while statutory protections have their own eligibility conditions.
- Ignoring a promised refund after the seller says it was processed. Keep the refund reference and ask the issuer to trace the missing credit.
Bottom line
Start with a written seller complaint, preserve a dated evidence file, and contact the payment provider as soon as the seller fails to fix the problem. For a US credit card, send the written billing-error notice within 60 calendar days of the statement showing the charge. For a US debit card, unauthorized transfer, UK card payment or bank transfer, ask for the specific process and deadline rather than assuming the credit-card rule applies. Accurate categorization, complete records and prompt filing give the bank or card provider the best basis to decide the claim.
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