Overview
You paid months ago for something due later. When it fails to arrive, a search result says chargeback has a 120-day limit. It is easy to conclude that the opportunity has already passed.
That conclusion can be wrong because the relevant start date depends on the dispute and card-scheme rules. It is also risky to assume you have unlimited time after a promised delivery date.
Quick Answer
Chargeback commonly involves a window of around 120 days, but the start date and any outer limit depend on the circumstances. Contact your card provider promptly and ask it to identify the applicable deadline.
The payment date, expected delivery date and date a problem became apparent can all be relevant. Do not calculate a final deadline from a generic article alone.
Identify the Dispute Type
Chargeback is a card-scheme process used by the card provider to challenge a transaction. It is not a general statutory right to reverse any purchase you regret.
The reason for the dispute matters. Non-delivery, defective goods, a promised refund that has not arrived and an unauthorised transaction are different situations.
Our chargeback explainer covers the basic process. If you did not authorise the payment at all, tell the bank that directly instead of treating it as an ordinary retailer disagreement.
Keep the Dates That Establish the Window
Make a simple chronology.
| Date | Evidence |
|---|---|
| Payment | Card statement or receipt |
| Original delivery or service date | Order confirmation |
| Agreed revised date | Supplier correspondence |
| Problem discovered | Photos, inspection or message |
| Cancellation or refund promise | Written confirmation |
| Bank contacted | Complaint or dispute reference |
Do not discard the original delivery date when the supplier offers a new one. The bank may need the complete sequence.
If the goods were supplied in stages, explain which part failed and what each payment covered.
A Future-Delivery Example
Suppose you pay in January for furniture due in June. In June, the supplier confirms it will not deliver.
The fact that more than 120 days have passed since January does not, by itself, answer the chargeback question. The expected delivery and scheme rules need to be considered.
Now suppose you wait until the following year before contacting the bank. You should not assume the June delivery date gives unlimited time. Ask promptly, even if the retailer is still promising to investigate.
The Financial Ombudsman says windows can be longer or shorter depending on circumstances, which is why the issuer's specific assessment matters.
Do Not Let Retailer Promises Consume the Deadline
Trying the supplier first is often sensible and may form part of the evidence. But endless assurances of “another two weeks” should not stop you telling the card provider there is a problem.
Ask the bank whether you need to submit a formal dispute now to preserve the available route. Keep any requested evidence moving rather than waiting for a perfect file.
Do not accept a statement that “it is too late” without understanding which date and rule the provider used. Equally, do not assume a different customer service agent can override a genuine scheme deadline.
A Refund Promise Can Need Its Own Evidence
If the merchant agreed to refund you, keep the amount, date and method promised. A refund receipt or cancellation confirmation may support a different dispute from the original product complaint.
Check whether the refund is pending, completed to a different card number following replacement, or genuinely missing. Provide the bank with the merchant reference where available.
Avoid claiming the same money twice. Tell the bank if a refund arrives after you raised the dispute.
Chargeback, Section 75 and Complaints Have Different Clocks
A chargeback deadline does not automatically determine whether a qualifying Section 75 claim is available. Our Section 75 claim guide explains that separate route.
A complaint about the bank's handling also has its own time limits. If you contacted the provider in time but it delayed processing, keep evidence of the first contact and subsequent requests.
The chargeback versus Section 75 guide compares the two mechanisms. Do not confuse either with a retailer's voluntary return period.
What to Ask If the Bank Refuses
Request a written explanation of the applicable deadline, its starting event and the information used.
If a delivery date or earlier contact was missed, supply the evidence and ask for reconsideration. If you remain unhappy, use the bank's complaints process and follow the final response's Ombudsman referral instructions.
A refund is not guaranteed simply because a complaint can be made. The issue is whether the bank handled the available route fairly and correctly.
Frequently Asked Questions
Explore budgeting and banking guides. This is general information; act promptly on a live dispute.
