What Is A Debit Card Chargeback?

Goods or services not received

You must allow 15 days from the date the services were expected or the delivery date for goods if the delivery date is not specified 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 30 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 if available 
• Information about contact with (or attempts to contact) the merchant; and
• That the 15 days has elapsed if no delivery date or the date the services was expected wasn’t specified
• That 30 days has elapsed from the date of cancellation if the travel provider or agency cancelled the service
• The date the merchant cancelled the goods or services (if applicable)
• The date the goods were returned or attempted to be returned if they were delivered late

Misrepresentation

For example, the item was advertised as new but what you received was second hand / used or you may have purchased goods or a service through a free trial period or a promotion as an introductory offer or a one off purchase where you were not advised that further transactions would take place.

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

• Contact with (or attempts to contact) the merchant; and if they refused return - why
• Any proof of advertisement or evidence ie terms and conditions to support that the agreed item or service you bought was misrepresented
• The date the goods were returned including tracking number and date goods received by merchant or the date the service or goods was cancelled  

Recurring transactions 

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

You can only claim for payments taken after you cancelled the payment authority 

• The date that you cancelled the payment with the retailer or us and the details used to contact the retailer to cancel

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 payment, for the same amount, same day using the same payment method

• Details of the payments

Paid by other means

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

• Contact with (or attempts to contact) the merchant

• Evidence of a receipt or invoice of how the other payment was made

I have not received my refund

The merchant 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 merchant’s agreement to refund you including evidence of a credit receipt, email or invoice

• 15 days has elapsed

Goods or service not as described or faulty

The goods you received were faulty or damaged or the quality was not as expected or they do not match as described

• 15 days has elapsed from the date the items were attempted or returned or cancelled
• A description of what you purchased and an explanation of the issue
• Contact with (or attempts to contact) the merchant
• Proof of return of goods such as date returned and tracking number 
• Sometimes we may need an independent report. If we need this, we will discuss it with you