Disputed card transactions (chargeback)

How do you dispute a card transaction using chargeback?

If you see a transaction on your credit or debit card statement that you did not authorise, or if you paid for goods or services that were not delivered, you may be able to dispute the transaction using chargeback. Chargeback is a process where your card provider (usually your bank) can reverse the transaction and return your money.

When can you use chargeback?

You may be able to use chargeback if:

• The transaction was not authorised by you
• The transaction was put through more than once
• The supplier did not deliver the goods or services you paid for

What steps should you take to start a chargeback?

Contact the business first and ask for a refund.

If the business does not refund your money and you paid by credit or debit card, contact your bank or card provider immediately.

Give your bank or card provider details of the disputed transaction and ask them to follow up. Be aware that there are specific timeframes for requesting a chargeback, depending on the card issuer.

What should you do if you see a transaction you do not recognise?

If you see a transaction on your bank account or credit card statement that you do not recognise, contact your bank or credit card company straight away, as it could be a fraudulent transaction. You may also be able to put a temporary freeze on your card through your mobile banking app.

What if you are not happy with your bank’s response?

If you request a chargeback and are not satisfied with the response from your bank or card provider, you can make a complaint to your financial service provider and following that, potentially to the Financial Services Ombudsman. 

Next steps to resolve your consumer rights issue

• Contact the business informally first, explain the problem and try to work it out.
• Keep a record of all contact and communications in case you need to escalate your complaint later.
• If the problem is not resolved, make a formal written complaint to the business. You can use the CCPC complaint letter templates which outline your consumer rights to help you.
• If you paid by card, you may have the option to request a chargeback from your bank or financial services provider.
• If your claim is for €2,000 or less, you can use the small claims procedure.
• If the problem is not easily resolved, we encourage you to also report the business to the CCPC. Your report will inform our advocacy and enforcement activities.
• For more guidance, please visit our how to resolve an issue section.