Chargebacks: the consumer protection you never knew you had
If a merchant takes your money and does not deliver, you have a right to force the money back through your card network. The process is simpler than most people think.
Chargeback is the right to force your bank to reverse a card payment when something goes wrong. It is written into Visa, Mastercard, and the main scheme rules, and in the EU it is reinforced by PSD2 consumer-protection provisions. Yet most card users have never used it — often because they do not realise they can.
When a chargeback applies
The merchant did not deliver the goods or service you paid for. The goods arrived materially different from what was described. You were charged twice for the same transaction. You cancelled a subscription and were charged after. The transaction was not authorised by you (fraud).
When it does not
You simply changed your mind (that is a return request, not a chargeback). You cannot contact the merchant yet (you have to attempt to resolve first). The purchase is more than 120 days old (the window varies but is usually 120 days from transaction or delivery).
How to initiate one
Contact your card issuer (your bank's app usually has a "dispute transaction" button). Provide the transaction reference, a short description of what went wrong, and any evidence (emails, screenshots, delivery confirmations). The issuer forwards the dispute to the merchant's acquiring bank.
What happens then
The merchant has 15-45 days (scheme-dependent) to respond. If they do not, you win by default and the funds are reversed. If they respond with evidence (proof of delivery, your signed agreement), the issuer and acquirer arbitrate. Most consumer-facing disputes are won by the cardholder.
Why merchants usually honour disputes
Excessive chargeback rates cost merchants fees and can get their payment processing terminated. Many will refund voluntarily once the dispute is opened to avoid the formal process.