How long do I have to request a chargeback?

Time limits vary by card scheme and reason code. Visa and Mastercard generally allow 120 days from the transaction date or expected delivery date. For some dispute types, the window may be shorter. Act promptly to preserve your rights.

Can I chargeback a debit card transaction?

Yes. Chargeback applies to both debit and credit card transactions. This makes it particularly useful for purchases under GBP 100 that fall below the Section 75 threshold for credit cards.

Do I need to contact the merchant first?

Yes. Banks generally require evidence that you attempted to resolve the issue with the merchant before submitting a chargeback. Keep copies of all correspondence with the merchant.

What if my bank refuses the chargeback?

If your UK bank refuses, ask for a written explanation. You may be able to escalate the complaint through the bank’s internal complaints process and then to the British Financial Ombudsman Service if you remain dissatisfied.

Can the merchant reverse my chargeback?

Yes. The British merchant can submit a representment with evidence challenging the chargeback in England and Wales. If successful, the funds will be debited from your account again. You may then have further appeal rights depending on the card scheme.

Is chargeback the same as a refund?

No. A refund is initiated by the merchant voluntarily. A chargeback is initiated by the cardholder through their bank and forces the reversal of the transaction. The merchant may dispute a chargeback but cannot dispute a voluntary refund.

Can I use chargeback for subscription services?

Yes. If you have been charged for a subscription you cancelled or did not authorise, chargeback may be available. Provide evidence of cancellation and any continued unauthorised charges.

Does filing a chargeback affect my credit score?

No. Filing a legitimate chargeback does not affect your UK credit score. However, making fraudulent chargeback claims is a criminal offence in England and Wales and can result in account closure and prosecution under British law. The Financial Conduct Authority regulates UK card issuers and expects fair treatment of British consumers throughout the dispute process.

Consumer RightsUnited Kingdom

Free Chargeback Request Template

A chargeback request asks your bank or card issuer to reverse a payment when goods or services were not received, were faulty or were not as described. Use our free UK template to submit a clear, well-documented chargeback claim.

Create Your Chargeback Request Letter

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Emma Wilson

22 Park Street, Birmingham B1 1TF

07700 900556

emma.wilson@email.co.uk

9 March 2026

Monzo Bank Limited

Disputes Team, Broadwalk House, 5 Appold Street, London EC2A 2AG
Dispute ref: CB/2026/MZ-44193 · Account: 83729914 · Sort code: 04-00-04

RE: CHARGEBACK — £245.00

DEBIT CARD ****3391 · 14-day response

Dear Sir or Madam,

I write to request a chargeback in respect of a disputed transaction on my debit card. Please treat this letter as formal notification of the dispute and as a formal complaint for the purposes of DISP 1 of the FCA Handbook. I require you to exercise the full chargeback rights available to you as issuer under the Mastercard Chargeback Guide.

DISPUTED TRANSACTION PARTICULARS

Merchant: ShopFast Ltd (17 Industrial Way, Slough SL1 4QP)
Goods / services: Sony WH-1000XM5 wireless headphones, Order #SF-88821
Contract type: Goods
Transaction date: 15 February 2026
Expected delivery / performance date: 22 February 2026
Amount charged: £245.00
Merchant / transaction reference: TXN-20260215-00443 / Order SF-88821
Card ending: ****3391 · Account: 83729914

GROUNDS FOR CHARGEBACK

I raise this chargeback on the basis that the goods or services were not received by the agreed date or at all, constituting a failure to deliver within the meaning of the applicable scheme dispute rules. The factual particulars of the dispute are as follows:

I placed an order for Sony WH-1000XM5 wireless headphones on 15 February 2026 and paid £245. The tracking number provided by ShopFast Ltd has never updated from "label created". After three weeks the item has not been delivered and the company has ceased responding to all communications. The scheduled delivery date of 22 February 2026 has long passed.

This dispute is raised within the applicable scheme time limits (typically 120 days from the transaction date or, where relevant, from the date on which delivery was expected, for Visa and Mastercard).

STEPS TAKEN WITH THE MERCHANT

I contacted the merchant prior to raising this chargeback request but did not receive a substantive response within a reasonable period.

Details of contact with merchant: I emailed ShopFast Ltd on 20 February and 2 March 2026 requesting an update; I received no response. Their customer-service telephone line is no longer answered. Screenshots of all correspondence are available on request.

SCHEME RULES AND STATUTORY BASIS

This request is made primarily under the Mastercard Chargeback Guide, which governs the contractual dispute-resolution process between issuer, acquirer and merchant. Where the underlying contract with the merchant is deficient, I also rely on my statutory rights under the Consumer Rights Act 2015 (Part 1). As an FCA-authorised firm you are bound by the Consumer Duty (Principle 12 / PRIN 2A) to deliver good outcomes for me as a retail customer; this includes active, fair use of available scheme-level remedies on my behalf.

TEMPORARY CREDIT / IMMEDIATE REFUND

I request a temporary credit of £245.00 to my account pending the outcome of the chargeback, in accordance with your standard dispute-handling practice under Mastercard Chargeback Guide.

REMEDY REQUIRED AND EVIDENCE

I require you to:
— raise a chargeback under the applicable scheme rules;
— credit £245.00 to my account (and reverse any transaction-specific charges, fees or interest debited in connection with this transaction);
— pursue the merchant via the acquirer on the appropriate Reason Code, including any available re-presentment / pre-arbitration / arbitration stages.

I am happy to provide further documentation on request, including: order confirmations, delivery confirmations or their absence, correspondence with the merchant, screenshots of cancelled listings, terms and conditions, and any independent evidence relevant to the dispute.

RESPONSE DEADLINE AND COMPLAINT HANDLING

Please provide a substantive written response within 14 days of the date of this letter, and in any event within the 8-week final-response period required by DISP 1.6 of the FCA Handbook. A final-response letter must identify: (a) the facts not in dispute; (b) the facts in dispute and your position on each; (c) the scheme Reason Code applied (or reason for refusing the chargeback); and (d) my right to refer the complaint to the Financial Ombudsman Service.

ESCALATION AND RESERVATION OF RIGHTS

If my complaint is not resolved to my satisfaction, I reserve my rights to:
— refer the matter to the Financial Ombudsman Service within 6 months of your final response, pursuant to DISP 2 and FSMA 2000 Part XVI;
— issue proceedings in the County Court for the sum claimed, together with statutory interest under section 69 of the County Courts Act 1984 and costs; and
— report the matter to the Financial Conduct Authority where there is evidence of systemic non-compliance.

All correspondence should be directed to Emma Wilson at the details above.

YOURS FAITHFULLY,

Emma Wilson

Cardholder — 9 March 2026

Date: ____________________

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What Is a Chargeback Request?

A chargeback is a process by which your bank or card issuer reverses a debit or credit card payment on your behalf. It is available through the card scheme rules operated by Visa, Mastercard and American Express, rather than through statute.

Chargebacks can be requested when you have paid for goods or services that were not delivered, were significantly not as described, were defective, or when an unauthorised transaction has been made on your card. The process involves your bank contacting the merchant’s bank to recover the funds.

While chargeback is not a statutory right under UK law like Section 75 of the Consumer Credit Act 1974, it provides an important additional route for recovering money in Britain. It is available for both debit and credit card transactions in the United Kingdom and can apply to lower-value purchases that fall outside Section 75 protection.

What's Covered in This Template

Our chargeback request template helps you present a strong case to your bank.

Your Details

Full name, address, account number and the last four digits of the card used for the transaction.

Transaction Details

Date, amount, merchant name and reference number of the transaction you are disputing.

Reason for Chargeback

Clear categorisation of the reason: non-delivery, defective goods, not as described or unauthorised transaction.

Timeline of Events

Chronological account of the purchase, any delivery attempts, complaints to the merchant and their responses.

Merchant Contact Attempts

Evidence that you attempted to resolve the issue directly with the merchant before requesting a chargeback.

Supporting Evidence

List of documents attached to support your claim, such as emails, photos, receipts and tracking information.

Amount Claimed

The specific amount you are requesting to be reversed, whether full or partial.

Declaration

Statement confirming the accuracy of the information provided and that the dispute is genuine.

Bank Contact Details

Pre-formatted address block for your bank’s disputes or chargeback department.

Reference Checklist

A checklist of supporting documents to include with your request to strengthen your case.

How to Submit a Chargeback Request

Follow these steps to maximise your chances of a successful chargeback.

1
Try to Resolve with the Merchant
Contact the merchant first to request a refund. Keep records of all communication. Banks require evidence that you attempted resolution before requesting a chargeback.
2
Gather Your Evidence
Collect all relevant documents including receipts, order confirmations, emails, photos of defective goods and delivery tracking information.
3
Complete the Request Letter
Fill in your details, the transaction information and a clear explanation of why you are disputing the charge.
4
Submit to Your Bank
Send the completed letter and supporting evidence to your bank’s disputes team. Most banks accept submissions by post, email or through online banking.
5
Follow Up
Note the time limits for your card scheme and follow up with your bank if you do not receive a response within the expected timeframe.

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Templates carrying statute references are continuously updated as the law changes. Your document always reflects the current legal framework.

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Legal Considerations

Chargebacks operate under card scheme rules rather than statute, but interact with UK consumer protection law.

This template is for informational purposes only and does not constitute legal advice. Consult a qualified solicitor for advice specific to your situation.

Reviewed for England & Wales law

Card Scheme Rules

Chargeback rights are governed by the rules of the card scheme (Visa, Mastercard, Amex) rather than UK legislation. Each scheme has its own reason codes, time limits and evidence requirements. Visa and Mastercard generally allow British cardholders to request chargebacks within 120 days of the transaction or expected delivery date.

Difference from Section 75

Section 75 of the UK Consumer Credit Act 1974 makes the British credit card issuer jointly liable with the merchant for breaches of contract or misrepresentation on purchases between £100 and £30,000. Chargeback in England and Wales has no minimum threshold and applies to debit cards, but is a voluntary scheme rather than a statutory right.

Payment Services Regulations

For unauthorised transactions in the United Kingdom, the UK Payment Services Regulations 2017 provide statutory protection. Your British bank must refund an unauthorised payment immediately unless it suspects fraud. This is separate from the chargeback process under English law.

Merchant Defence

The merchant can challenge a UK chargeback through representment, providing evidence that the transaction was legitimate and the goods or services were delivered as described. If the merchant successfully defends in the British card scheme process, the chargeback may be reversed.

Frequently Asked Questions

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