What to do now
Official guide: Consumer Affairs Victoria, Chargeback. Related ACCC path when you never received what you paid for: Not receiving products or services that are paid for. If the business collapsed: ACCC, When a business goes bust. MoneySmart: Online shopping safety.
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Check the payment type today. Chargebacks apply to debit and credit card payments. They generally do not cover cash, money transfer, cheque, direct debit, or BPAY (CAV). PayPal or marketplace payments use that provider's dispute process separately.
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Contact the seller in writing. Say what went wrong, what you want, and give a short deadline. Keep a dated copy. Banks often ask for proof you tried.
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Dispute with your bank or card provider as soon as you can. Use the app "dispute transaction" flow or call the number on the card. CAV says operator time limits usually sit between 45 and 120 days from the transaction date.
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Keep evidence. Order confirmation, statement line, listing screenshots, emails, tracking, and any refund refusal.
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If the bank refuses or mishandles it, complain internally, then to AFCA. Soft cite: AFCA chargebacks factsheet.
This is legal information about consumer and banking dispute paths in Australia, not personal legal advice.
What a chargeback is
A chargeback is a bank-to-bank reversal of a card payment. Your bank reviews whether a card-scheme right exists, then may notify the merchant's bank (CAV; AFCA). It is not a store goodwill refund, and it is not eBay/PayPal buyer protection (use those tools separately if you paid that way).
When you can usually ask
CAV common reasons after a debit or credit card payment:
- products or services not as described
- not received, or not within the agreed timeframe
- duplicate or fraudulent transactions
- charges without permission, or unrecognised lines
- the business stops operating without supplying
ACCC also points to chargebacks when a business goes bust and you paid by card or a secure payment provider. Contact the bank straight away because time limits apply.
When it is usually not available
Per CAV: cash, money transfer, cheque, direct debit, or BPAY; an available insurance claim; or you have already been compensated. Your bank may also refuse if scheme rules give no right, or you lodge outside the time limit.
Time limits and lodging
- CAV: about 45 to 120 days from the transaction date. Check your provider and lodge early.
- Most banks let you dispute in the app once the line has posted (pending lines often wait). Soft cite your bank's own dispute page.
- Ask the bank to confirm the deadline and whether it will seek a chargeback under the card scheme.
Chargeback vs Australian Consumer Law
Chargeback is a payment remedy through your bank. ACL consumer guarantees are a seller remedy (repair, replace, refund). Soft cite: ACCC, Repair, replace, refund or cancel and Faulty goods: major vs minor problems and refunds. You can often pursue both. A failed chargeback does not wipe ACL rights, and an ACL claim does not stop the chargeback clock.
If the bank rejects your request
Ask why in writing and whether it sought a scheme chargeback. Then internal complaint, then AFCA. AFCA reviews whether the bank took reasonable steps on a valid right; it generally cannot overturn final card-scheme arbitration (AFCA factsheet).
Related ACL paths: Faulty goods: major vs minor problems and refunds, Unfair contract terms under Australian Consumer Law, and Cancel a door-to-door or cold-call sale.