Goods Not Received
You paid, the order never arrived, and the seller has stopped replying. Your card provider can reverse the payment.
120 days
Usual time limit to claim
No minimum
Unlike Section 75's $100 floor
Debit + credit
Cards covered
What this service is, and what it is not
This is the most common chargeback of all: an order paid for by card that never arrived, or arrived so late that it was useless. It covers physical goods, digital products, event tickets and pre-orders that never shipped.
Chargeback is a card scheme process, a rule of Visa, Mastercard or American Express rather than a law. Your card provider reverses the payment and recovers it from the retailer's bank. It applies to debit cards as well as credit cards, which matters, because Section 75 does not.
The usual time limit is 120 days from the transaction date, or from the date the goods were due to arrive if that is later. Where a retailer keeps promising delivery, that later date is the one that counts, and it is often the difference between a claim being in time and out of time. Where no delivery date was ever specified, the Consumer Rights Act 2015 implies delivery within 30 days.
Most of these claims turn on evidence rather than argument. Order confirmation, the promised delivery date, your attempts to contact the seller, and any tracking that shows the parcel was never dispatched. If you have those, the claim is usually straightforward, and you can raise it yourself, free, through your bank. We are worth involving when the retailer disputes it, when the bank has refused, or when the amount justifies having someone else handle it.
Business challenges this addresses
The retailer supplies false tracking
A tracking number showing delivery to a different address, or to a locker you never used, is common. The retailer must evidence delivery to you, and we obtain the proof of delivery record to test it.
The 120-day clock is misapplied
Banks often count from the transaction date when they should count from the promised delivery date. Correcting that has rescued claims the bank called out of time.
The seller has gone out of business
Chargeback still works, the money is recovered from the acquiring bank, not the retailer. Insolvency does not block a card claim the way it blocks a court claim.
Marketplace sellers and overseas traders
Buying through a marketplace can obscure who the merchant of record is. We identify who your money actually went to, which determines which process applies.
How we deliver it
Every stage has a named owner on our side and a defined output. You always know what is happening and what comes next.
Typical duration: Most cases resolve in 6–10 weeks
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Free assessment
Send us the order details and what has happened since. We confirm whether chargeback, Section 75 or both apply, and whether you are still in time.
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Evidence pack
We assemble the order confirmation, promised delivery date, your contact attempts and any tracking, in the format card providers expect.
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Claim submission
We submit the chargeback under the correct reason code. Using the right code matters, the wrong one is a common cause of avoidable rejection.
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Handling the retailer's defence
If the retailer disputes it, we respond within the representment window with evidence addressing their specific points.
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Outcome
The refund is credited to your card. If the claim is wrongly rejected, we complain to your provider and refer it to the Ombudsman.
What you receive
- A check that you are within the time limit before you spend any effort
- An evidence pack assembled in the format card schemes expect
- Submission under the correct chargeback reason code
- A response to the retailer's defence if they contest the claim
- Escalation to the Financial Ombudsman if the provider gets it wrong
- Parallel Section 75 claim where your purchase qualifies
What changes afterwards
Works on debit cards too
Section 75 only covers credit cards and only above $100. Chargeback covers debit cards and has no minimum, which is why it is often the only route available.
Insolvency is not a barrier
If the retailer has collapsed, chargeback still recovers your money through the banking system rather than the liquidation queue.
Both routes pursued together
Where a purchase qualifies for Section 75 as well, we run both so a failure on one does not end your claim.
Claims of this kind we have run
$2,480 refunded on counterfeit goods after the marketplace ruled for the seller
The marketplace closed the case in the seller's favour. The card claim did not depend on the marketplace's opinion, and reached a seller in another jurisdiction that no UK court…
- Refunded in full
- $2,480 Refunded in full
- To resolution
- 11 weeks To resolution
- Card claim of the platform decision
- Independent Card claim of the platform decision
Frequently asked
Generally 120 days from the transaction, or from the date delivery was promised if that is later. Some scenarios extend to 540 days. Tell us the dates and we will confirm where you stand, it is often later than people assume.
They must evidence delivery to your address. We obtain the proof of delivery record and check the address, the signature and the timestamp. Parcels signed for elsewhere are not deliveries to you.
Sometimes. It depends on who the merchant of record is and whether you funded it by card. This is worth asking us about, because the answer is not obvious and it changes which route applies.
Card schemes expect you to have tried. Keep your attempts, emails, chat transcripts, call logs. If the retailer has vanished, evidence that you tried is enough.
Services that pair with this one
Faulty or Misdescribed Goods
What arrived is not what was advertised, or it broke almost immediately, and the seller will not put it right.
Section 75 Claims
On credit card purchases between $100 and $30,000, your card provider is equally liable with the retailer. That is statute, not a scheme rule.
Retailer or Provider Insolvency
The company you paid has gone into administration. Joining the creditors' queue is rarely your best option, and often not your only one.