What Is A Debit Card Chargeback?

Goods or services not received

You must allow 15 days from the date of the transaction or the expected delivery date before a chargeback can be raised. 

Cancelled flights and holidays

If you bought your flight or holiday direct and the travel provider cancels it you need to check the terms and conditions and the company’s cancellation policy to find out what you’re entitled to. For example, sometimes the company might only need to give you a voucher rather than a refund. 

If your travel date is in the future you need to wait until the company cancels it, or the date for travel has passed.

For travel impacts you must allow 15 days from the date of cancellation. Due to high volumes as a result of Covid-19, it may take longer than this for your travel provider to respond to your claim. Please allow them more time in the current circumstance.

• Invoice, receipt or confirmation of goods or service;

• Information about contact with (or attempts to contact) the retailer; and

• That the 15 days has elapsed

Misrepresentation

For example, the item was advertised as new but what you received was second hand / used

• A description of the item or service bought vs the item or service delivered;

• Contact with (or attempts to contact) the retailer; and

• Any proof of advertisement or evidence to support that the agreed item or service you bought was misrepresented.

• Proof the goods were returned such as tracking number 

Recurring transactions 

For example in March you asked the retailer to stop the next payment but the retailer has taken another payment in April  

• Where you’ve only asked the retailer to stop taking further payments – the day when you asked them 

• Where you previously asked us to cancel the recurring payment authority – nothing else needed as we’ll be able to see if you have requested a stop with us.

Overcharged

For example you should have been charged £20 but were charged £200 by mistake

• Invoice or other proof of the service / product showing the amount you have agreed to pay

Duplicate transaction

For example the retailer has taken the same payment at the same time twice by mistake

• No further evidence required as we can view our system to see this is a duplicate transaction

Paid by other means

For example you paid by cheque but the retailer also took the payment from your debit card.

• The receipt or invoice of how the other payment was made

I have not received my refund

Retailer has agreed to refund you, but they haven’t. You must allow 15 days from the date you were told you would receive a refund before we can raise a chargeback.

• The retailer’s agreement to refund you; and

• 15 days has elapsed

Faulty goods

You must raise this with the retailer first and if this cannot be resolved then you can raise a chargeback

A description of the fault; and

• Contact with (or attempts to contact) the retailer

• Proof of return of goods such as tracking number 

• Sometimes we may need an independent report. If we need this, we will discuss it with you.