How to File a Credit Card Chargeback in the EU
Your online order never arrived, or you received something completely different. Filing a chargeback with your bank is often the fastest way to get your money back — usually in days, not months.
What Is a Chargeback?
A chargeback is a dispute initiated directly with your bank to reverse a transaction. You're telling your bank: "This charge shouldn't have gone through" or "I paid for something I didn't receive." Your bank investigates the claim, requests evidence from you, and either credits your account or sides with the merchant. It's simple, direct, and doesn't require ADR bodies or lawyers.
In the EU, chargebacks are governed by your bank's payment card scheme (Visa, Mastercard, etc.) and EU banking regulations. The process is the same whether you paid in your home country or across borders.
When to File a Chargeback
A chargeback works best for:
- Non-delivery: You paid but the item never arrived
- Goods not as described: The product is nothing like the listing (wrong size, broken, completely different item)
- Unauthorized charges: Someone else used your card without permission
- Unresponsive merchant: You've tried contacting the seller and received no reply
Chargebacks are slower for disputes about service quality or subjective complaints — the merchant can argue the goods matched the description, even if you're unsatisfied. For those, ADR or national consumer authorities are often more effective.
The Chargeback Timeline in the EU
File within 120 days of the transaction date. This is the EU-wide deadline. Some banks enforce shorter timelines (60–90 days), so file as soon as you realize the problem. Once the 120-day window closes, most banks will reject the dispute.
The full process typically takes 4–6 weeks once filed, though many cases resolve faster. Your bank will usually credit your account within 7–10 days as a provisional credit while they investigate, then finalize the decision later.
How to File a Chargeback: 4 Steps
Call your bank or log into your online banking portal and report the dispute. You can also visit a branch in person. Tell them: the transaction date, the amount, the merchant name, and why you're disputing it (non-delivery, goods not as described, etc.). Ask them to initiate a chargeback. Most banks will confirm in writing and give you a dispute reference number.
Prepare documentation that supports your claim: the original order confirmation (email or screenshot), communication with the merchant (emails, messages, support tickets), tracking information showing non-delivery, photos of the received item (if it's damaged or wrong), and your bank statement showing the charge. The more detailed your evidence, the stronger your case.
Your bank will request evidence within 7–14 days of filing. Submit everything you've gathered via their secure portal, email, or in person. Be clear and organized: label each document with what it shows and why it supports your claim. A one-line explanation is usually not enough — be specific about what went wrong and why the merchant's failure violated your rights.
Your bank investigates and typically makes a decision within 4–6 weeks. They'll contact the merchant's bank, who forwards the dispute to the merchant. The merchant can respond with their own evidence (order confirmation, proof of shipment, etc.). Your bank then decides who's right. You'll receive a final decision in writing.
What Happens if You Win or Lose?
If you win: Your bank credits your account with the full amount, usually after a provisional credit already appeared days into the process. The merchant's bank charges back the amount from the seller's account.
If you lose: The charge stays on your account. This usually happens if the merchant provides proof of delivery (signed receipt, carrier confirmation) or proof that you received the goods. It's not the end — you can still pursue other channels like ADR or national consumer authorities.
Common Reasons Chargebacks Fail
- You filed too late (after 120 days from the transaction)
- The merchant has proof of delivery with a signature
- The merchant has proof of your purchase confirmation
- Your evidence is vague or incomplete
- The dispute is about service quality, not delivery or fraud — chargebacks aren't great for subjective complaints
Chargeback vs. Other Options
A chargeback is fast but not the only option. If your chargeback fails, or if you want a second opinion before filing:
- ADR (Alternative Dispute Resolution): Takes up to 90 days, but often more successful for quality disputes
- EU ODR Platform: Better for cross-border disputes; routes your claim through the right authority
- National Consumer Authority: Can pressure the merchant if they're repeat offenders; free to file
- Small Claims Court: Last resort, but often sellers settle before judgment
Know Your Consumer Rights in Every Dispute
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Install ClaimForge Free →Frequently Asked Questions
What is a chargeback and how does it work?
A chargeback is a dispute filed directly with your bank to reverse a fraudulent or unauthorized transaction. Your bank investigates and either credits your account or rejects the claim. The merchant then has the chance to respond with evidence.
How long do I have to file a chargeback in the EU?
EU rules require you to file within 120 days of the transaction date. Most banks allow filing within this period, though some enforce shorter deadlines (check with your bank). File as soon as you notice the problem.
Will the seller know I filed a chargeback?
Yes. Your bank notifies the merchant's bank, which alerts the merchant to the dispute. They can then provide evidence to defend themselves. This is why documentation from your side (emails, screenshots, delivery proof) matters.