Chargeback FAQ

Common questions about chargebacks and disputing a charge on your card.

What is a chargeback?

A chargeback is a consumer protection mechanism that lets you reverse a card transaction by disputing it with your card issuer, rather than getting money back directly from the merchant. It's typically used for unauthorized, fraudulent, or unsatisfactory purchases.

What's the difference between a refund and a chargeback?

A refund comes directly from the merchant, who reimburses you for the purchase. A chargeback is initiated through your card issuer, which reverses the transaction on your behalf — usually after an attempt to resolve the issue with the merchant has failed.

When should I file a chargeback?

Consider a chargeback for fraudulent or unauthorized charges, packages that never arrived despite a delivery notice, damaged or defective items, or amounts that differ from what you actually agreed to pay. It's best to contact the merchant for a refund first.

How long does a chargeback take?

It varies by card issuer and the circumstances of the dispute, but the process can take up to 90 days or two billing cycles, whichever is shorter. Your issuer may apply a temporary credit while the dispute is reviewed.

What do I need to file a chargeback?

Have the transaction date, the amount charged, the reason you're disputing the charge, and details about the purchase ready. Supporting documentation such as receipts, invoices, contracts, and any communication with the merchant strengthens your case.

Can the merchant dispute my chargeback?

Yes. The merchant's acquiring bank can contest the chargeback, which leads to further review among the merchant, the acquiring bank, and your card issuer. The card network ultimately decides who is responsible for the transaction.