Updated 14 May 2026
Chargeback letter template UK
Quick answer
Use this chargeback letter when a retailer refuses to refund a missing or damaged parcel and you paid by debit card or by credit card for an order under £100. Send to your card issuer with evidence.
When to use this template
Use chargeback when Section 75 doesn't apply (debit card, or credit card under £100) and the retailer has refused to refund.
Visa and Mastercard typically allow 120 days from the transaction or from the expected delivery date for non-arrivals. File as soon as the retailer refuses.
Chargeback letter
Dear [Card Issuer disputes team], Account number: [your card account number] Transaction date: [DD/MM/YYYY] Transaction amount: £[amount] Retailer: [retailer name] Reason code: Goods not received / Goods damaged / Goods not as described I would like to raise a chargeback for the above transaction. What happened: [Describe the problem: parcel never arrived, arrived damaged, wrong item.] Retailer steps taken: [Date contacted, request made, their refusal.] Evidence attached: - Order confirmation - Tracking page screenshot showing non-delivery - Written refusal from the retailer - Any photos of damage or wrong item Please process this chargeback and confirm the timeline. Yours faithfully, [Your name] [Date]
Tips for personalising
- 1Use the right reason code: 'Goods not received' for missing parcels, 'Not as described' for damaged or wrong item.
- 2Submit through your bank's online disputes form when available — letters can be slower.
- 3Keep everything written: chargeback decisions are evidence-led, so a clear paper trail wins.
- 4If the chargeback is rejected, escalate to the Financial Ombudsman Service.
- 5If both Section 75 and chargeback are options, try chargeback first (faster), Section 75 second.
Frequently asked questions
How long does a UK chargeback take?
Typically 30–60 days. The retailer has a chance to respond; if they can't prove proper delivery or quality, the chargeback stands.
Can I do chargeback if the retailer goes bust?
Yes. Chargeback often works well in insolvency cases because the bank refunds you regardless of whether they recover from the retailer.
Will a chargeback hurt my credit?
No. Routine chargebacks have no credit-score impact. Banks may flag repeated abuse, but a single legitimate claim is fine.