Credit card: chargeback after a fake shop purchase
For a credit card payment, you request a chargeback through the bank that issued your card. The card networks set the deadline, not the law. Only your bank can tell you which deadline applies to you.
Calculate your deadline
Deadline: No statutory deadline; the card networks set it, your bank tells you the one that applies. Starts: Depends on network and reason, e.g. processing or expected delivery date.
- No fixed deadline we can nameAsk your bank for the deadline
There is no statutory chargeback deadline we can calculate for you. Ask your card-issuing bank for the deadline and the day it starts.
The calculator counts calendar days and runs only in your browser. It does not replace information from your bank, whose terms apply.
Step by step
Call the number on the back of your card, not the shop.
Request a chargeback for “goods not received” or for fraud.
Ask about the deadline for your case and from which day it runs.
Submit the order confirmation, card statement and your attempt to contact the shop.
If you entered the card details in the shop, discuss with the bank whether to block the card.
What to say and write
Call first, then send a written confirmation. Replace the square brackets with your details. Never include passwords, PINs or TANs; no legitimate party will ask for them.
On [date] I paid [amount] euros with my card to [shop address]. The goods have not arrived and the shop cannot be reached. I would like to request a chargeback for non-delivery. Which deadline applies to my case, from which date, and which documents do you need?
Hello, I request a chargeback for the following card payment: Date: [date] Amount: [amount] euros Merchant on the statement: [name on statement] Shop: [shop address] The goods have not been delivered. The shop has not responded to my message of [date]. I believe this is fraud and have filed a police report (reference [reference], if available). I attach the order confirmation, statement and my message to the shop. Please let me know by when further documents are needed. Kind regards [Name]
Attach the order confirmation, proof of payment and your message to the shop.
What you will be asked
- Date, amount and merchant name as shown on the statement.
- Which delivery date you were promised.
- Whether you contacted the merchant and how they responded.
- Whether you authorised the payment yourself.
What to avoid
- Do not wait in case the goods “might still” arrive. Ask about the deadline early.
- Do not give card details to supposed refund services.
- Do not also dispute with PayPal if the card was only the funding source there. PayPal requires you to choose one route.
Background
How this route works
A chargeback is a card network procedure between your bank and the merchant’s bank. It is not a statutory right to a reversal. The public Visa rules for non-delivery in Europe provide that the bank submits the dispute no later than 120 days after the payment was processed or after the last expected delivery date, at most 540 days after processing. That deadline applies to your bank. Which deadline you must meet towards it is in its terms. For Mastercard we could not check the deadline in a publicly accessible version.
What the law says
The Verbraucherzentrale points out that a processing fee may apply to a chargeback. Ask your bank before you file the request.
Do this in parallel
- Overview for those affectedOrder of steps, evidence, securing accounts.
- File a police reportThe reference number helps with your bank.
Other payment methods
- PayPal Buyer Protection180 days from payment for the dispute, then 20 days for the buyer protection claim
- SEPA direct debit8 weeks from the debit, 13 months for an unauthorised direct debit
- Klarna buyer protection120 days for “item not received”
- Bank transfer and instant transferNo reversal deadline; recall via the recipient’s bank, answer within 15 banking days
Frequently asked questions
How long do I have for a chargeback?
It depends on the card network, the reason and your bank’s terms. The Visa rules give the bank 120 days for non-delivery. Only your bank can tell you your own deadline.
Does a chargeback cost anything?
A processing fee may apply, as the Verbraucherzentrale points out. Ask your bank beforehand.
This overview is independent editorial consumer information and not legal advice. It reflects German law and the terms of the providers named as of the check date. The current terms of your bank or payment provider are authoritative. For your individual case, a consumer advice centre or a lawyer can help.