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When it works
Valid grounds for a chargeback
The real issue
A chargeback is not a buyer's remorse mechanism — it is a specific dispute process with defined grounds. The card scheme rules (Visa, Mastercard, Amex) set the grounds, not your bank. Your bank acts as your advocate in presenting the dispute to the merchant's bank. Understanding which ground applies to your situation determines whether you file, and how you frame it.
| Ground | When it applies | Strength |
|---|---|---|
| Goods/services not received | You paid but nothing was delivered — online order that never arrived, service not performed | Strong — clear non-delivery |
| Item significantly not as described | What arrived is materially different from what was sold — wrong item, counterfeit, or misrepresented | Strong if documented with photos and original listing |
| Unauthorised transaction | You did not authorise the charge — fraud, card compromised, or subscription you never signed up for | Very strong — bank will prioritise |
| Duplicate charge | Charged twice for the same transaction | Strong — your statements are the evidence |
| Merchant went into administration | Business closed before fulfilling your order | Strong — insolvency is a recognised ground |
| Cancelled service — merchant refused refund | You cancelled within your rights and merchant won't refund | Moderate — need evidence of cancellation and refusal |
| Incorrect amount charged | Charged more than the agreed price | Strong with receipt showing agreed amount |
| Buyer's remorse / changed mind | You simply don't want it anymore | Not a valid chargeback ground |
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Timeframes
Chargeback windows — these are hard deadlines
Miss the timeframe and the right to chargeback is permanently lost. Banks cannot process chargebacks outside the scheme-set windows regardless of the merit of your claim. File as soon as you identify the problem.
| Card scheme | Standard window | Notes |
|---|---|---|
| Visa | 120 days from transaction date (or expected delivery date for non-delivery) | For non-delivery, 120 days from the date delivery was due — not from payment date |
| Mastercard | 120 days from transaction date | Some dispute types have shorter windows — check with your bank |
| American Express | 120 days for most disputes | Amex processes disputes directly as issuer and acquirer — often faster resolution |
| AU bank-specific | Typically 30–45 days from statement date for most AU banks | AU banks often impose shorter internal deadlines than the scheme rules allow. Check your bank's policy — don't wait for the scheme maximum. |
For non-delivery of future services (concert ticket, flight, holiday package): the 120-day clock starts from the date the service was supposed to be provided — not from when you paid. If you bought a concert ticket in January for a June event that was cancelled, you have 120 days from June to file.
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How to file
The chargeback filing process — step by step
| Step | Action |
|---|---|
| 1. Contact the merchant first | Most banks require evidence you attempted resolution with the merchant. Email is best — creates a timestamped record. Give them 5–7 business days to respond. |
| 2. Gather your evidence | Transaction receipt or bank statement. Order confirmation or contract. Proof of delivery attempt / non-delivery. Your communication with the merchant (emails). Photos if "not as described." |
| 3. Call or message your bank | Contact your card issuer — the number on the back of your card. Say: "I'd like to file a chargeback dispute." Online banking apps increasingly have a dispute function in the transaction detail view. |
| 4. State your ground clearly | Use the language of the grounds table: "goods not received", "item significantly not as described", "unauthorised transaction." Don't say "I want a refund" — say which chargeback ground applies. |
| 5. Submit your evidence | Your bank will tell you how to submit supporting documents — typically email, secure upload, or in-branch. Send everything you have. |
| 6. Get a reference number | Always get a case reference number. You will need it if you need to follow up. |
What to say when you call your bank
"I'd like to file a chargeback dispute on a transaction from [merchant name] on [date] for [amount]. The ground is [goods not received / item not as described / unauthorised transaction]. I have already contacted the merchant and they [did not respond / refused to refund]. I have supporting documentation I can send through."
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After filing
What happens next — and what to do if it fails
Once filed, your bank presents the dispute to the merchant's bank. The merchant can accept it (refund issued) or contest it (provide their own evidence). The process typically takes 30–60 days but can extend to 75–90 days if contested.
| Outcome | What it means | Your options |
|---|---|---|
| Chargeback accepted | Merchant did not contest or contest failed. Credit applied to your account. | Matter resolved. Keep records in case merchant disputes further. |
| Chargeback rejected — merchant provided evidence | Merchant provided documentation that their position is valid. | Review the merchant's evidence. If you believe it's incorrect, ask your bank for the evidence and whether a second-level dispute (arbitration) is available. |
| Chargeback rejected — insufficient evidence from you | Your documentation didn't meet the threshold for the dispute ground. | Submit additional evidence if you have it. Escalate to AFCA (AU), FOS (UK), or CFPB (US) if bank won't reopen. |
| Provisional credit reversed | Your bank may provide provisional credit during investigation, then reverse it if merchant wins | You have the right to appeal. Ask for the merchant's response evidence before accepting the reversal. |
External escalation if bank rejects: AU — AFCA (afca.org.au — free). UK — Financial Ombudsman Service (financial-ombudsman.org.uk — free). US — CFPB (consumerfinance.gov/complaint — free). These bodies can overturn bank decisions on chargeback disputes where the bank has acted incorrectly.