How to Win a Chargeback as a Consumer in 2024

As a customer, I’ve dealt with some chargebacks and wanted to help you increase your chances of winning one.

I’ll explain your rights regarding chargebacks, the steps you’ll need to take during the process, tips to improve your odds of winning, and additional tips to consider.

Let’s dive in.

Key Takeaways

• Chargebacks provide customers a way to dispute unfair credit/debit card charges.
• Contacting the merchant first demonstrates good faith and can resolve issues faster.
• Strong evidence (receipts, photos, communication) is crucial for winning a chargeback.
• Understanding your card issuer's chargeback codes and deadlines is essential for success.
• Chargebacks can protect against fraud, undelivered items, and incorrect billing amounts.

Your Rights Regarding Chargebacks

You have the right to dispute charges on your credit, pre-paid, or debit card—this includes digital wallets and payment processors like PayPal.

Here's when you can file a chargeback [1]:

• Fraudulent Activity: If you didn't authorize a charge.
• Undelivered Goods/Services: You paid, but never got the product or service.
• Damaged or Defective Items: The merchandise you received was broken or not what you ordered.
• Billing Mistakes: This includes duplicate charges or billing for the wrong amount.‍
• Business Went Out of Business: You paid but they closed before delivering your item or service.

These rights will vary by card provider and payment processor. For instance, MasterCard states that the cardholder is limited to a single chargeback per presented transaction [2].

You can dispute the entire amount, a portion of it, or file multiple partial claims, but the total amount claimed cannot be more than the original charge. The issuing bank (your bank) must credit your account, and you cannot get double credit from a chargeback and a merchant refund.

You typically have 60 days to file a chargeback dispute from the date on your statement. Check your card issuer's specific time limit. For instance, Mastercard and American Express allow you 120 days to file chargebacks. Meanwhile, Visa has a 75–120-day limit.

Summary: You have the right to dispute inaccurate or unfair credit/debit card charges. This process to reverse a charge is known as a chargeback.

How to Win a Chargeback as a Customer

Here’s what you’ll need to do when initiating a chargeback as a customer/consumer:

• Contact the Merchant First: Attempt to resolve the billing issue directly with the merchant to save time and demonstrate good faith.
• Review Your Transaction: Carefully analyze your credit/debit card statement for errors, discrepancies, or unauthorized charges related to the dispute.
• Gather Evidence: Collect all receipts, communication, product descriptions, and any other documentation to support your chargeback claim.
• Contact Your Card Provider: Explain the situation to your credit card issuer or bank and begin the chargeback process.
• Submit a Chargeback Request: Provide detailed information to your card issuer about the disputed transaction and your supporting evidence.
• Monitor Your Statement and Respond on Time: Stay alert for communication from your card issuer or the merchant and respond to additional requests quickly.

I’ll provide more details and tips on how to improve your chances of scoring a victory in a chargeback throughout each step.

Let’s win a chargeback.

1. Contact the Merchant First

Getting conversation logs is critical to use as evidence later in case the business makes things more difficult. Showcasing your conversations as proof to the issuing bank (or card network during arbitration) will help your case.

Find the merchant’s contact information. Avoid using the annoying chatbot icons on most websites permanently sitting in the corner of your screen. These bots usually can’t help you with refunds or other product/service-related inquiries.

They mostly pull their answers from other web pages on the website.

If chatbots are your only communication option, continually ask the bot to speak to a real person. I recommend first hunting for the website’s contact information.

Have your order number, receipts, and photos of damaged or incorrect items ready for reference.

Summary: Attempting to fix the issue with the business shows you acted reasonably and can boost your chances of winning a chargeback if the merchant isn't cooperative.

2. Review Your Transaction History

Comb through your credit card or bank statements. The specific charge you want to challenge is your starting point.

Here’s what to look for:

• Billing Errors: Check if the amount matches the agreed-upon price, including any applicable sales tax or additional fees.
• Incorrect Descriptions: Does the merchant's name or description match what you purchased?
• Duplicate Charges: Look for charges for the same amount on the same date.
• Unauthorized Transactions: Report any charges you don't recognize immediately to your card issuer.‍
• Business Name: Does it match who you think you paid? Sometimes different names are used for processing.

I’ve bought stuff from businesses and the transaction in my statement showed up as “Paddle something something” (a payment processor).

Often, payment processors include a shortened version of the business name on the statement. Look for any partial matches that might connect the dots. If unsure, contact the business you suspect and ask about the charge description on your statement.

That’s what I did. Lo and behold, it was that business that authorized the transaction.

Note the date, amount, and description of the disputed charge. Take screenshots or print out relevant portions of your statement. This evidence will form the basis of your chargeback claim.

It’s in your best interest to be thorough. Because if a business fights a chargeback, they’ll ensure there are no cracks in their evidence.

Summary: Reviewing your statements can uncover billing errors, unauthorized charges, or discrepancies in descriptions that strengthen your chargeback case. These details become the evidence needed to dispute the charge with your card issuer.

4. Gather Evidence

The stronger your proof, the better your chances of winning a chargeback.

Here are the types of documents you’ll need:

1. Receipts: Show proof of purchase and the agreed-upon price.

2. Order Confirmations: Verify the details of your order.

3. Product Description: Compare it to the item you received. For example, the listing may have stated "100% cotton" but you received a polyester blend.

4. Merchant Communication: Save emails, chats, or transcripts of promises made.

5. Photos: Document the condition of damaged or incorrect items. Take clear photos from multiple angles, capturing any defects or discrepancies.

6. Delivery Tracking: Use the tracking number to prove whether the package was marked as delivered or not. If marked delivered but not received, take a screenshot of the tracking information. Also check your Ring doorbell footage (if applicable) for the claimed delivery time.

Sometimes a merchant changes the description of a product after you bought it. The Wayback Machine can help. This tool archives snapshots of websites at different points in time. However, it doesn’t work for all websites.

You’ll see this error in that case:

A website with archived URLs will present a calendar on the website with the following:

‍

That means December 8th 2023 is the last time they took a screenshot.

Here’s an example of differences in product descriptions:

The left side is the snapshot from December 2023. The right is from April 2024. There aren’t many differences, but semantics can make a difference. Not likely in this case, though.

However, I wanted to show you an example of a tool you could use to potentially find discrepancies.

This is how you use the Wayback Machine:

• Visit archive.org
• Enter the product page’s URL.
• Choose a date closest to your purchase date.
• Take a screenshot of the product description back then.

Let’s get back to gathering evidence (in general).

Include dates, order numbers, and clear explanations for each piece of evidence. Be prepared to provide this documentation when you file your chargeback claim.

Summary: Gather as much supporting evidence as possible, including receipts, communication logs, and proof of the product's advertised description at the time of purchase. Organize this evidence to support your chargeback claim.

5. Contact Your Card Provider

If your attempts to resolve the issue with the merchant fail, it's time to contact your bank or credit card company.

Before approaching your bank or card network, know the rules. Your issuer will have specific 'chargeback reason codes' that apply to different situations (fraud, defective goods, etc.). Knowing these will help you predict what evidence the business will present.

Thus, you’ll know how to counter the merchant’s evidence.

Understanding the requirements for each code also helps you gather the right evidence. Tailor your documentation to support the specific type of dispute you are filing.

Card issuers also have strict deadlines for filing disputes (often 60–120 days). Missing the deadline usually means you lose any right to dispute the charge. Regardless of how strong your case is.

Many issuers have online forms or phone support to start a chargeback. For instance, if you bank with Chase, they allow you to select a transaction then click a button titled “Dispute a Transaction.” You’ll need to answer a few questions about the transaction before submitting the dispute.

From there, track the dispute through your account menu.

With other providers, you’ll need to provide details about the transaction, your communication with the merchant, and why you're disputing the charge. Ensure you state your intention to pursue a chargeback.

Summary: If you can’t resolve a transaction issue directly with the seller, reach out to your card issuer to initiate a chargeback. Be prepared to explain the situation, provide evidence, and understand the applicable chargeback codes and deadlines.

6. Submit a Chargeback Request

Your card issuer will guide you through the dispute process. Be prepared to provide the following information:

• Bank Account Details: This includes your name, address, and card number.
• Transaction Information: Provide the merchant name, date of the transaction, and disputed amount.
• Chargeback Code: Select the reason code that best describes your situation.
• Evidence: Submit copies of receipts, communication with the merchant, photos, etc.

The card issuer will likely have specific forms to complete. Write a detailed explanation of why you're disputing the charge.

Summary: To file a chargeback, work with your card issuer to provide account information, transaction details, a valid chargeback code, and supporting evidence. Explain your reasons for disputing the charge in any written explanations.

7. Monitor Your Statement & Respond on Time

A chargeback isn't an instant win. Stay vigilant throughout the process.

Your card issuer might need more information or clarification. Meanwhile, the merchant has the right to challenge your dispute and provide their own evidence.

Each step of the process could have deadlines that you must meet. During the steps, the card issuer or bank may ask for additional information like:

• More Documentation: Additional receipts, proof of delivery, etc.
• Clarification: Questions about your communication with the merchant.
• Rebuttal: A response if the merchant provides counter-evidence.

Check your account statements regularly. Respond quickly to any requests from your card issuer to avoid delays or having your case dismissed.

Summary: The chargeback process may involve back-and-forth communication with your card issuer. Stay engaged and provide additional information or responses as needed to strengthen your case.

8 Tips to Improve Odds of Winning a Chargeback Dispute

Customers win 15–60% of chargebacks. Here are some tips to help improve your odds:

1. Gather Third-Party Evidence: Look for online reviews or complaints from other consumers about the same merchant or product issue. This can demonstrate a recurring problem.

2. Screenshot Social Media: If the merchant made promises about a product or service on social media (e.g., guarantees, specific features), screenshot them. Use this as evidence if the product didn't live up to those claims.

3. Beware Price Drops: If you receive a damaged or incorrect item, consider buying the correct one elsewhere at a lower price. Keep the receipt for the replacement item as evidence of the difference and potential loss you incurred.

4. Report to Government Agencies: Depending on the situation, consider filing a report with relevant government boards like the Federal Trade Commission (FTC) for deceptive advertising. Or the Consumer Financial Protection Bureau (CFPB) regarding billing errors.

This can strengthen your case and potentially hold the merchant accountable.

5. Stay Calm & Professional: When communicating with the merchant or your card issuer, maintain a professional and polite tone. This increases your chances of a productive resolution.

6. Be Persistent: If a chargeback gets denied initially, you may have the option to appeal and provide additional evidence.

7. Second Chargeback (Sometimes): If new information emerges, or you uncover additional errors in the transaction, you could file a second chargeback. Check your card issuer's specific rules on this.

8. Consider Professional Help: For complex cases or large disputed amounts, consult with a consumer rights group or consider legal advice.

Check your card issuer's specific policies for complete details on their chargeback process, deadlines, and the possibility of multiple chargebacks for a single transaction.

When a Chargeback Might Be Denied

Even with a valid reason, your chargeback claim might face hurdles. Here are some common reasons for a denial:

• Waiting Too Long: You didn’t file the chargeback within your institution’s timeframe requirement.‍
• Not Enough Proof: You'll need strong evidence to support your claim—e.g., clear pictures of the damaged item and its packaging..‍
• The Charge Was Legit: The merchant delivered as promised, and you authorized the transaction.‍
• Friendly Fraud: You filed the chargeback, got your money, but kept the item.‍
• Chargebacks Against Policy: Some card issuers have restrictions on the types of disputes they'll accept. For instance, a provider may not accept disputes for recurring services.‍
• Overseas Purchases: Disputes on foreign transactions might have stricter requirements.‍
• Used Service: Trying to chargeback after using a service, like a dirty hotel room after your stay, is unlikely to succeed.

Sometimes, even with a good case, an issuing bank might deny your chargeback. Don't get discouraged, as you may be able to appeal.

Summary: Card issuers can deny chargebacks if you miss deadlines, lack sufficient proof, or if the transaction was legitimate. It's important to understand your card issuer's policies and act quickly when you need to dispute a charge.

When Disputes Are Justified

You have a strong case for a chargeback in these scenarios:

• Fraud: Someone used your card without your permission.
• Undelivered Items: You paid but never received the product.
• Not as Described: The merchandise is significantly different from what you ordered.
• Defects or Damage: The item arrived broken or unusable.
• Duplicate Charges: You were billed twice for the same thing.
• Incorrect Billing: The charged amount doesn't match what you agreed to.
• Business Closure: They closed before delivering your goods or services.

To win your dispute, make sure you have evidence. This includes receipts, order confirmations, photos, or communication with the merchant. The more evidence you have, the better.

Summary: You can file a justified chargeback for fraudulent charges, undelivered goods, billing errors, or discrepancies in the product or service received.

FAQs for Customers Winning disputes

Let’s dive into the frequently asked questions about winning disputes (as a customer).

Do Customers Always Win Chargebacks?

No, customers do not always win chargebacks. Customers win 15–60% of chargebacks. The win rate will vary by industry, transaction value, and card provider.

What Happens if You Dispute Too Many Transactions?

Card issuers might flag your account if you dispute too many transactions. This can lead to higher scrutiny of your disputes or blacklisting. However, there’s no universal “limit” to the number of transactions you can dispute.

Conclusion

Chargebacks offer a path to resolve billing issues and protect yourself from fraud. Gather your evidence, follow the steps, and fight for what's yours.

Increase your chances of winning future chargebacks by exploring more of our resources.