Credit card chargeback

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Consumer

A chargeback is the reversal of a disputed transaction back to your credit card account. Chargebacks are only available on credit cards or if you use the ‘credit’ option on a debit or travel card.  It is NOT available when you pay with cash, eftpos, BPAY, direct debit, money transfer or cheque.

While using a credit card can be a more expensive way to pay, you may be able to seek a chargeback from your card provider when things go wrong. Common situations include:

  • when goods or services delivered are not as described
  • when goods or services have not been supplied within the agreed timeframe
  • for duplicated or fraudulent transactions
  • when charges are made without your agreement
  • insolvency.

You will not be able to claim a chargeback if you simply ordered the wrong thing or changed your mind.

It is a good idea to regularly check your card statements for any unexpected charges. If you think a business has wrongly charged you try to resolve the issue with them first. Our consumer complaint checklist may help. Keep emails or notes on your attempts to contact the business and resolve the issue.

To submit a chargeback claim, contact your credit card provider as soon as possible as they must operate within the time frames set by the card scheme (for example Visa, Mastercard, American Express, Diners Card). At the very least you will probably have to complete a chargeback dispute form.

Keep records such as forms, emails, documents or webpages you have filled in, read or received, as they may be needed to substantiate your claim.

A term or condition in a contract that seeks to limit or remove your credit card chargeback rights is likely to be an unfair contract term.

Please be aware, if a scammer persuaded you to buy voucher cards as a form of payment to them, you may not be eligible for a chargeback. This is because the business you bought the voucher cards from is not the perpetrator of the scam.

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