Identify the problem precisely
A payment dispute is strongest when the issue is described accurately. Examples can include a transaction the cardholder did not authorise, goods that never arrived, a service that was not supplied, duplicate processing, an incorrect amount or a credit that the merchant agreed but did not complete. Different facts can lead to different procedures.
Unauthorised does not simply mean unwanted
A transaction may be recognised but regretted, or it may genuinely have been made without the cardholder's consent. Banks usually examine device use, authentication, account access and the relationship between the parties. Explain what is and is not recognised, and avoid guessing about how the payment occurred.
Quality disputes need objective evidence
Where goods or services are said to differ from their description, preserve the advertisement, contract, photographs, inspection report and attempts to resolve the issue. A general statement that the purchase was disappointing may not show what contractual promise was broken.
Try the merchant when it is safe
For many non-fraud disputes, contacting the merchant can be the quickest first step and may also be required by the bank. Use a traceable channel, state the remedy requested and give a reasonable response date. Do not continue engaging if doing so creates a safety risk or exposes further credentials.
Choose the correct route
Chargeback rules, statutory protections and complaint rights are not interchangeable. A bank transfer, card payment and cryptoasset transfer may require very different action. Deadlines and legal rights vary, so obtain advice tailored to the transaction. This article provides general information only.
A payment dispute is strongest when the issue is described accurately. Examples can include a transaction the cardholder did not authorise, goods that never arrived, a service that was not supplied, duplicate processing, an incorrect amount or a credit that the merchant agreed but did not complete. Different facts can lead to different procedures.
Unauthorised does not simply mean unwanted
A transaction may be recognised but regretted, or it may genuinely have been made without the cardholder's consent. Banks usually examine device use, authentication, account access and the relationship between the parties. Explain what is and is not recognised, and avoid guessing about how the payment occurred.
Quality disputes need objective evidence
Where goods or services are said to differ from their description, preserve the advertisement, contract, photographs, inspection report and attempts to resolve the issue. A general statement that the purchase was disappointing may not show what contractual promise was broken.
Try the merchant when it is safe
For many non-fraud disputes, contacting the merchant can be the quickest first step and may also be required by the bank. Use a traceable channel, state the remedy requested and give a reasonable response date. Do not continue engaging if doing so creates a safety risk or exposes further credentials.
Choose the correct route
Chargeback rules, statutory protections and complaint rights are not interchangeable. A bank transfer, card payment and cryptoasset transfer may require very different action. Deadlines and legal rights vary, so obtain advice tailored to the transaction. This article provides general information only.
