Chargeback

What is a chargeback?

A chargeback is a reversal of a charge on a credit card, or debit card (when 'credit' is selected). It is similar to a refund.

The chargeback process is separate from other dispute resolution services, such as those through eBay or PayPal. Go to our Resolve your problem or complaint section for advice.

When can I request a chargeback?

You can request a chargeback for a number of reasons, most commonly when:

  • you pay for products or services with a credit card, or select 'credit' on a debit card, and:
    • the products or services received are not as described
    • you do not receive the products or services at all or within the agreed timeframe.
  • there are duplicate or fraudulent transactions
  • charges are made without your permission
  • unrecognised transactions appear
  • the business you purchased products or services from stops operating and you did not get what you paid for.

When consumers cannot request a chargeback

Sometimes a chargeback may not be available. For example, if you:

  • select 'cheque' or 'savings' as the account type on a debit or EFTPOS card
  • pay with cash, money transfer, cheque, direct debit or BPAY
  • are eligible to lodge an insurance claim
  • have already been compensated.

Chargeback time limits

There are time limits on making a chargeback. You should contact the bank or credit card provider straight away.

Chargeback requests made outside the time limits may be rejected. If you believe your bank or credit card provider has incorrectly rejected a chargeback request, you can dispute this decision through the Financial Ombudsman Service (FOS). The FOS is an independent service that can help resolve disputes between consumers and member financial services, such as banks and credit card providers.