The short answer
Contact the merchant first and keep the record, then file a chargeback with your bank within the scheme deadline (usually 120 days). Provide the transaction date, amount, what was promised, and evidence of the merchant's failure to resolve.
Chargebacks work, but only with a clean paper trail and a claim filed inside the time limit.
Step by step
- Confirm it is not a familiar merchant under an unfamiliar trading name.
- Contact the merchant in writing and give a clear deadline to resolve.
- Gather evidence: order confirmation, delivery status, correspondence, screenshots of terms.
- File the dispute in your banking app or by phone — say clearly it is a chargeback request.
- State the reason code plainly: goods not received, not as described, duplicate, or unauthorised.
- Freeze or replace the card if the charge was unauthorised.
- Follow up in writing at 15 days if you hear nothing.
What it costs
| Item | Typical cost |
|---|---|
| Cost to file | $0 |
| Typical resolution time | 15–45 days |
| Scheme deadline | usually 120 days from the transaction |
Common questions
Debit vs credit card?
Credit cards generally have stronger protections. Debit chargebacks still work but are weaker.
What if the merchant went bust?
Chargeback is exactly the right route — file promptly, the deadline still applies.
Can it be reversed?
Yes, merchants can represent the charge. That is why evidence matters.