The ECC-Net receives a considerable number of cross-border complaints from consumers, having experienced that their rights have not been respected, primarily through online shopping. 


In all Member States, consumers have a right to be refunded in the event of a non-authorised payment, but they are obliged to take all reasonable steps to keep personalised security features safe. In most countries, when you purchase with a card, you will have a right to be reimbursed if the trader does not respect your rights as a customer.


Consumers may claim chargeback based on EU / EEA legislation, national legislation, and the banks operating rules. The rights are more limited when it comes to non-authorised payment where the PIN number has been used. However, the credit card issuer must provide sufficient proof that there was gross negligence or fraudulent behaviour. 

The chargeback is a procedure you can use if you have paid with a credit card and would like to be reimbursed directly and free of charge by the bank that has issued your card. Banks are not obligated by law to help their clients through this process; however, most banks offer this service to their clients. 

One must keep in mind that the terms and conditions are not determined by the bank issuing the credit card but by the credit card company. Major credit card companies include VISA, Mastercard, American Express and Discover.

You should contact your bank to request a refund via the chargeback procedure. Chargebacks are offered to banks by credit card companies, and the bank will request the chargeback procedure on your behalf. 

A chargeback time limit typically depends on the card company’s terms and conditions. Generally, you should file your claim within 120 days from the transaction date; however, in some cases, it may be extended even further. Our advice is to file the request as soon as possible to increase the chances of success. 

Keep in mind that in most instances, you have only one possibility to start a chargeback procedure, so you need to make sure that all documentation and chargeback codes are included and correct. 

Note: Some card companies may refuse to process chargeback requests directly from you, and therefore, you should always contact your bank.

No. There should be no fees associated with initiating a chargeback dispute as this is a service included in the terms and conditions of the contract between the cardholder and the credit card companies. 


However, one must keep in mind that if your request is for a considerable sum of money, it would be a good idea to consider hiring a professional firm that understands the chargeback process and has a proven track record of success. 


If you are dealing with a relatively large sum of money and want to improve your chance of success, it would be a good idea to consider hiring a professional firm that understands the chargeback process and has a proven track record of success.

Generally, the entire process can take anywhere from 3 to 6 months, but primarily it depends on the chargeback codes related to the dispute.

File for a chargeback as soon as possible: Filing a chargeback as quickly as possible increases your chances of success. If your request meets the criteria for a chargeback and you have your evidence correctly documented, it should be done within 120 days from the transaction for the best chances of success. 

Understand the process: The chargeback process is governed by precise guidelines, documentation requirements, deadlines, and chargeback codes. 

Maintain precise records: If your evidence does not conform with the documentation requirements, then your chances of success are meagre. 

Understand the Reason Codes: Several chargeback request codes must be submitted with each chargeback request. You must ensure that you have the correct code associated with your chargeback; otherwise, the request might be denied. Generally, you have only one chance to issue a chargeback, so you must make sure to be as accurate as possible. 

Written explanation: Each chargeback dispute requires a letter that includes an explanation and the details of why you are making such a request. 

Understand the Documentation requirements: If your documentation and evidence do not comply with your bank or credit card company requirements, your chargeback request could be denied before it is even reviewed. 

Are you satisfied?