Cassandra received the dress but didn't get the t-shirt, and the trader won't reply to her email. The dress cost £90, the t-shirt cost £30 and the delivery charge was £5 - so the total cost was £125. Money to make up for the problem – less than the full amount you paidĬassandra bought a dress and a t-shirt using her debit card. The amount you paid on this card - you won't get anything you paid by any other card or payment method When you contact them, you should ask for either: If you ask for chargeback they will know what you mean. Your credit provider might call chargeback something else, for example 'disputed transactions'. You can find their contact details on their website. Your card provider is the company that sends you your statements. Tell your card provider you want to make a chargeback claim. If you're successful, your card provider will refund the money to your credit card. He can get money to repair his floor as well as money to repair or replace the washing machine. The cost of repairing any damage caused by a faulty item or a serviceĭ'Angelo bought a faulty washing machine and it damaged his floor. Money to make up for poor quality, or for the trader misleading you The full amount you paid, or the cost of repairing the item if it's faulty When you write to them, you should ask for: If you have a joint credit card, the main card holder should contact the card provider. Tell your card provider you want to make a Section 75 claim. If your card provider won't let you use Section 75, ask for chargeback instead. You can ask your card provider to use Section 75, but they might say no. Wallets like PayPal, where you put money in an account then use that account to buy things For example, you might have bought it through:Ī marketplace like Amazon or eBay, where you use one company's website to buy from other companiesĪ website like GroupOn, where you buy a voucher to use with other companies You can't usually use Section 75 if you bought something through a third party rather than directly from the trader. Although she paid £105, no single item cost more than £100. The phone cost £80, the headphones cost £20 and the delivery charge was £5 – so the total cost was £105. Olga bought a mobile phone and some headphones using her credit card. If you can’t get through to the retailer, you should check the terms and conditions of your Buy Now Pay Later provider to see if they can help. If you paid through Buy Now Pay Later, you can still ask for chargeback but your credit or debit card provider might not agree to do it. Paid with a credit card and you can't use Section 75 You should ask for your money back using 'chargeback' if you: Paid through a Buy Now Pay Later provider You can't usually use Section 75 if you:ĭidn't buy directly from the trader - for example if you bought from eBay The limits are for a single item you want to get a refund for, not the whole order. If you paid with a credit card, you should ask for your money back using Section 75 of the Consumer Credit Act – as long as you paid more than £100 and no more than £30,000. If you open a dispute on the PayPal website you have 180 days from when you paid to open a dispute – this is about 6 months. If you paid through a Buy Now Pay Later provider or using money from your PayPal account, you should open a dispute on your provider's website. Check the best way to get your money back If you paid through a Buy Now Pay Later provider, you should check their website to see if they can help. If you can't contact the trader or they won't help, you can then ask your card provider or PayPal. Keep a copy of anything you send, in case you need to check it later. It’s best to email or write to the trader - you can use a template letter. You can check if the trader has a complaints procedure on their website If the trader has a complaints procedure, you should follow it when you contact them. If you can't contact them or they won't help, ask your card provider or PayPal to help. It's usually best to try to contact the trader. Got something that's different to how it was described There are steps you can take if you bought something by credit card, debit card, charge card or through PayPal.
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