How to Get a Chargeback for a Scam or Undelivered Item

When an online purchase goes wrong, whether it's a scam or simply never shows up, a chargeback can be your lifeline. This powerful consumer protection allows you to reclaim funds directly from your bank or card provider. It's designed for situations where you haven't received what you paid for, or the merchant has failed to deliver their end of the deal.

Reviewed by Corey Musa, Founder·Last reviewed June 2026·LinkedIn

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Your rights

A chargeback is a consumer protection mechanism offered by card schemes (like Visa, Mastercard, American Express) and implemented by your bank or card provider. It allows you to reverse a transaction under specific circumstances, such as goods not received, services not rendered, or fraudulent transactions. This is a contractual right with your card issuer, not a statutory right like Section 75 of the Consumer Credit Act 1974, but it often covers a wider range of scenarios and card types (debit and credit).

Step by step

1Gather all evidence related to your purchase. This includes order confirmations, receipts, communication with the seller, proof of non-delivery, and any screenshots of the scam or misleading advertisement.
2Attempt to resolve the issue directly with the seller first. Document all your attempts, including dates, times, and summaries of conversations. This step is often required by your bank before they process a chargeback.
3Contact your bank or card provider as soon as you realise there's a problem. Explain the situation clearly, stating that you wish to initiate a chargeback due to non-receipt of goods or services, or a fraudulent transaction.
4Follow your bank's instructions carefully. They will guide you through their specific chargeback process, which may involve filling out forms and submitting your collected evidence. Be aware of any deadlines for submission.

What they'll say, and your comeback

“You must resolve this with the merchant directly first.”

Comeback, I have attempted to resolve this with the merchant multiple times, providing all necessary details. They have been unresponsive or uncooperative, leaving me no alternative but to seek a chargeback.

“Your chargeback request is outside our time limit.”

Comeback, The time limit for a chargeback typically starts from when I became aware of the issue, not the transaction date. As I only recently confirmed the goods would not arrive or that this was a scam, my request is within the acceptable timeframe.

“We need more proof that the item was not delivered or was a scam.”

Comeback, I have provided all available evidence, including order details, communication logs, and screenshots. Please specify what additional, reasonable proof you require, and I will endeavour to provide it.

FAQ

What's the difference between a chargeback and Section 75?

Section 75 of the Consumer Credit Act 1974 applies specifically to credit card purchases over £100, making your credit card provider jointly liable with the retailer. A chargeback is a card scheme rule that applies to both debit and credit card transactions, often for any amount, and allows your bank to reverse the payment. Section 75 offers stronger legal protection, but chargeback is more widely applicable.

How long does a chargeback take?

The timeline for a chargeback varies significantly depending on your bank and the complexity of the case. It can range from a few weeks to several months. Your bank will investigate, and the merchant usually has a period to dispute the claim. You should receive updates throughout the process.

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A self-serve tool, not a law firm. General information, not legal advice.