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Start by asking the seller in writing to fix the failed purchase. If the seller does not refund you or provide the promised remedy, contact the bank or card provider that processed the payment and ask for the correct dispute route. For a US credit card, a written billing-error notice generally must reach the card company within 60 calendar days after the statement showing the charge. Other deadlines and protections depend on your payment method, country and the reason the purchase failed.
What to do first
A bank or card provider normally expects you to try the merchant before opening a dispute, except where the payment was unauthorized or the merchant is clearly unreachable. A concise written record gives the issuer a clear timeline and shows exactly what remedy you requested.
1. Write to the seller
Use email, the merchant’s support form, or another channel that creates a dated record. Include:
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- the date and amount of the payment;
- what failed: non-delivery, a defect, a product that was not as described, a cancellation that was not honored, or a promised refund that never arrived;
- the remedy you want, such as a full refund, replacement, or cancellation; and
- a reasonable response deadline.
Keep the message, delivery confirmation and every reply. The Consumer Financial Protection Bureau (CFPB) advises consumers to first explain the problem to the company and ask it to refund the money or undo the charge.
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2. Preserve evidence before anything disappears
Save the order confirmation, receipt, card or bank statement entry, advertised delivery promise, tracking history, product description, terms and conditions, cancellation request, refund promise, emails, chat transcripts and screenshots. Export chat logs where possible. Keep a dated chronology showing when you ordered, when delivery was due, every contact attempt and the seller’s response. Proof that your complaint was sent can matter as much as the wording of the complaint.
3. Contact the issuer promptly
Call the number on the back of the card or use the secure banking channel. Explain the failure in plain language and ask which process applies: a credit-card billing-error notice, a debit-card dispute, a card-network chargeback, or an unauthorized electronic-fund-transfer claim. Ask for the required form, submission address or upload portal, the filing deadline, a case number and written confirmation that the evidence was received.
4. Keep paying amounts you do not dispute
Follow the issuer’s payment instructions while it investigates. Continue paying undisputed portions of a credit-card bill; withholding unrelated amounts can create a separate delinquency problem. Keep copies of every form, upload receipt, letter and call reference.
5. Escalate if the claim is rejected
Request the decision and the evidence relied on in writing. Check whether the issuer has a complaints or reconsideration route. If that does not resolve the issue, use the regulator or ombudsman that covers the issuer and country. In the United States, the CFPB accepts complaints about financial products; in the United Kingdom, the Financial Ombudsman Service handles eligible complaints after the firm’s own process.
Choose the route that matches your payment
“Chargeback,” “billing error,” and “unauthorized payment” are not interchangeable. The procedure and legal protection can change when the same purchase was paid with a credit card, debit card or bank transfer.
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| Payment and situation | Primary route | Deadline or timing stated by the authorities | Nature of protection |
|---|---|---|---|
| US credit card; goods not delivered as agreed | Written billing-error notice to the card company, with the issuer’s dispute process | Generally within 60 calendar days after the statement containing the charge | Federal credit-card billing-error rights |
| US debit card; merchant dispute | Bank’s debit-card dispute or chargeback process | Issuer and card-network deadlines vary; contact the bank quickly | Different from credit-card billing-error rules |
| US electronic transfer; payment was unauthorized | Unauthorized electronic-fund-transfer claim with the financial institution | The CFPB says the institution generally has 10 business days to investigate, with longer final-resolution limits in specified cases | Electronic-fund-transfer protections, not a merchandise-quality claim |
| UK debit card; goods or services not received or not as described | Chargeback request through the card provider | Card-network and issuer windows vary by reason; ask immediately | Card-scheme process |
| UK credit card; eligible purchase above £100 and below £30,000 | Consumer Credit Act 1974 Section 75 claim, alongside contacting the card provider | Check the provider’s operational deadline | Statutory credit protection where the purchase qualifies |
| Bank transfer | Contact the sending bank immediately and ask about its fraud, recall or dispute process | Process and deadline depend on the bank and transfer type | Do not assume a card chargeback is available |
US credit-card billing errors
For a US credit card, the strongest first question is whether the transaction fits a billing error. Federal guidance describes billing errors as including goods or services you did not accept or that were not delivered as agreed. A package that never arrived, or a cancellation that the merchant accepted but did not refund, can fit that description. A complaint that only says the product was disappointing or poor quality may follow a different route, so describe the concrete failure and attach the seller’s response.
The 60-day written-notice rule
Send a written billing-error notice within 60 calendar days after the charge appeared on the relevant statement. This is a statement-based deadline, not 60 days from the order date or the promised delivery date. The CFPB says that written notice is required to protect the consumer’s rights. Use the billing-dispute address or channel specified by the card company; a telephone call alone may not satisfy the written-notice requirement.
Send the notice even if you have already called. State the account number or identifying portion requested by the issuer, the transaction date and amount, the merchant, the exact failure, the date you contacted the merchant, and the remedy you seek. Attach copies rather than irreplaceable originals and keep proof of delivery.
What happens after filing
The issuer may request additional information or a completed dispute form. Respond by the stated deadline and preserve a copy of each response. Ask whether the case is being treated as a billing error, another type of card dispute, or an unauthorized transaction; the category affects the evidence and timetable. Continue paying undisputed amounts and ask for the final decision in writing.
US debit cards and unauthorized electronic transfers
Debit-card protections differ from credit-card billing-error protections. A debit purchase that was not delivered is usually handled through the bank’s debit dispute or card-network chargeback process, and the bank may impose an operational deadline. Contact the bank as soon as the failure is apparent and ask exactly which form and evidence it requires.
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Separate merchandise disputes from unauthorized payments
If you did not authorize the electronic transfer at all, say so clearly. Do not describe an unauthorized payment merely as a non-delivery dispute. The CFPB says a financial institution generally has 10 business days to investigate an unauthorized US electronic-fund-transfer claim, with longer final-resolution limits in specified cases. Report it through the bank’s designated fraud or electronic-transfer channel and follow its instructions for securing the account.
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If you did authorize the purchase but the seller failed to deliver, the issue is a merchant dispute, not an unauthorized-transfer claim. Misclassifying it can send the case into the wrong process and produce requests for irrelevant evidence.
UK options: chargeback and Section 75
Debit-card chargeback
The Financial Conduct Authority says that when a card-paid purchase was not received, you may be able to recover the money by contacting the card provider. For a UK debit card, ask the bank to raise a chargeback. The Financial Ombudsman Service lists common chargeback reasons as goods or services not received, not as described, defective, or a promised refund not received.
Chargeback is a card-scheme process rather than the same statutory right as Section 75. Scheme windows vary according to the reason and the card network, and an issuer can set an earlier operational cut-off. File promptly, provide the seller correspondence and ask the bank to confirm the applicable deadline.
Credit-card Section 75
For UK credit-card purchases costing more than £100 and less than £30,000, Section 75 of the Consumer Credit Act 1974 may provide a statutory route when the qualifying transaction has gone wrong. Contact the card provider, explain the breach or misrepresentation and ask whether Section 75 applies. The purchase-price limits are eligibility limits; they do not mean every transaction in that range automatically succeeds. Keep the same order, delivery and seller correspondence used for a chargeback request.
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Section 75 and chargeback are separate routes. The provider may explain which is appropriate, and you should follow its requested process rather than submitting contradictory descriptions of the same event.
Build an evidence packet the issuer can assess
Organize the material in the order an investigator will need it:
- Payment record: statement line, receipt, transaction date, amount and merchant descriptor.
- Contract or promise: order confirmation, invoice, product page, delivery commitment, cancellation terms and refund policy.
- What happened: tracking showing no delivery, photographs of damage, a comparison showing misdescription, or a cancellation confirmation.
- Your attempt to resolve it: the dated seller complaint, requested remedy and response or lack of response.
- Chronology: a one-page list of dates and events, with filenames matching the attachments.
- Requested outcome: the exact amount you want returned and whether you are seeking a full or partial refund.
Use legible PDFs or screenshots and redact unrelated account information. Do not alter screenshots or tracking pages. If a page can change, save a copy showing the date you captured it.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.How to write the seller and issuer notices
Seller message
Use a subject such as “Order 12345 — refund requested for non-delivery.” Write: “I paid [amount] on [date] for order [number]. The promised delivery date was [date], and the order has not arrived. Please refund the payment to the original method by [deadline]. If you believe it was delivered, send the delivery evidence.” Replace the bracketed items with your actual details; do not include unnecessary personal data.
Issuer statement
Tell the issuer: “I authorized this purchase, but the goods were not delivered as agreed. I contacted the merchant on [dates] and requested a refund. Attached are the statement entry, order confirmation, delivery promise, tracking and correspondence. Please open the applicable dispute and confirm the case number, deadline for further evidence and final decision process.” For an unauthorized payment, replace the first sentence with a direct statement that you did not authorize the transfer and use the bank’s fraud channel.
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Match your evidence to the failure
Non-delivery
Show the promised delivery date, tracking history, attempts to contact the seller and the absence of a satisfactory delivery record. If the seller claims delivery, ask for the specific delivery evidence and explain why it does not establish receipt.
Defect or damage
Describe the defect, when you discovered it and how it differs from the promised condition. Include dated photographs and the seller’s repair, replacement or refund response. The FTC notes that quality-only disputes can follow a different route from the billing-error category for goods not delivered as agreed, so ask the issuer which dispute classification fits.
Misdescription
Preserve the original listing or specification and identify the material difference between what was advertised and what arrived. Avoid broad statements such as “I disliked it”; identify the measurable or visible mismatch.
Cancelled order or missing promised refund
Attach the cancellation confirmation or the seller’s promise to refund, then show the statement proving the refund has not posted. The Financial Ombudsman Service recognizes a promised refund that was not received as a common chargeback reason in the UK.
Unauthorized payment
Report immediately through the bank’s unauthorized-transfer or fraud process. State that you did not authorize the payment, identify when you noticed it and follow the institution’s account-security instructions. Do not mix an unauthorized-payment allegation with a complaint about a product you knowingly bought.
What to do when the issuer says no
Ask for the rejection reason, the merchant’s evidence and the exact rule or deadline used. Check for factual errors: a wrong delivery date, an attachment the issuer says it did not receive, or a classification that treats a non-delivery as an unauthorized payment. Submit a focused rebuttal with the chronology and missing document rather than resending an unorganized bundle.
If the issuer’s internal complaint route does not resolve the matter, escalate to the relevant regulator or ombudsman. UK consumers can use the Financial Ombudsman Service after following the firm’s complaint process. US consumers can submit a complaint to the CFPB about a bank or card company. Keep pursuing the merchant separately if a contractual refund is still due; a card dispute does not replace every other legal remedy.
Common mistakes that weaken a refund claim
- Waiting until a deadline is close instead of contacting the issuer when the failure becomes clear.
- Relying on a phone call without sending the required written notice for a US credit-card billing error.
- Calling an authorized purchase “fraud” because the merchant did not perform.
- Submitting only a statement line without the order, delivery promise and seller correspondence.
- Claiming the entire transaction is disputed when only one item or amount failed.
- Stopping payment on unrelated credit-card charges while the investigation is open.
- Assuming a UK debit-card chargeback has the same statutory status or eligibility limits as Section 75.
- Ignoring the issuer’s evidence deadline or failing to retain the case number and submission receipt.
Key dates and expectations
The most concrete deadline in this process is the US credit-card written billing-error notice: 60 calendar days after the statement containing the charge. That rule should not be generalized to other countries, debit cards or every chargeback reason. Card-network windows and issuer cut-offs vary, so an immediate report is safer than relying on a standard number of days. For an unauthorized US electronic-fund-transfer claim, the CFPB’s general investigation period is 10 business days, subject to longer final-resolution limits in specified cases. Ask your institution to state the timetable that applies to your case in writing.
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