Chargeback: How to get a credit card payment refunded
Has the purchase price for your toaster been debited twice? Did you never receive the watch you ordered? Has the airline gone bankrupt and had your flight cancelled? In many cases, you can get your money back via a chargeback procedure, provided the payment was made with a credit or debit card (e.g. Visa or Mastercard). Read on to find out how to reverse a credit card payment in Germany and Europe, and what to bear in mind when doing so.
Contents
- What does 'chargeback' mean?
- When is a chargeback possible?
- What are the advantages of chargebacks for consumers?
- How to proceed with a chargeback (step by step)
- What are the deadlines for a chargeback?
- What evidence and supporting documents are important for a chargeback?
- Debit and credit cards: are there any differences in Europe?
The most important things
- Check your credit card statements regularly to ensure you notice any irregularities.
- In the event of fraud, incorrect debits or the merchant’s insolvency, payments can often be reversed.
- First, try to resolve the matter in writing with the provider. If this does not work, contact your bank.
- Act quickly! There are deadlines after which the chargeback may be rejected.
What does ‘chargeback’ mean?
It is a reversal procedure for credit and debit card payments that protects cardholders from unauthorised or incorrect charges. The chargeback process is based on the rules and regulations of credit card organisations, such as Visa and Mastercard. These rules specify when a reversal is permissible and how banks should proceed.
First, the bank reviews your complaint. If approved, they initiate a chargeback and give the other party the opportunity to comment on the matter. Until then, the chargeback is only provisional. Additionally, legal chargeback options exist under the EU Payment Services Directive (PSD2), such as for SEPA direct debits. Read more below.
When is a chargeback possible?
Each case is reviewed by the card-issuing bank, which must then initiate the chargeback procedure. Specialised payment service providers often handle the technical processing. The problem is that some banks reject the procedure in advance.
The following are typical cases in which a chargeback should be considered:
Example: You bought a coffee machine and paid for it with a credit or debit card. Later, you notice that the amount has been debited twice.
Or a higher amount than the actual purchase price has been charged.
Example: You ordered a watch online that never arrived.
Or you booked and paid in advance for a rental car on a comparison website (e.g. Check24). However, the car rental company refuses to hand over the vehicle at the counter.
Example: You exercised your right of withdrawal and returned the goods on time, but the retailer did not issue a refund.
Examples: You have fallen victim to a fake shop or a subscription trap.
Or you have received a counterfeit product instead of an original product.
Tip: In such cases, you should also report the matter to the police.
Example: You cancelled your sports club membership, but the fee is still being debited.
Example: You return a hire car and, weeks later, an amount X is debited from your account for additional toll charges, parking tickets or vehicle damage.
If the rental company cannot prove the reason for the charge or if the damage is not your responsibility or exceeds the agreed excess, you should use the chargeback procedure.
Example: You withdrew money using your credit card, but either did not receive any money, or received the wrong amount.
Example: You booked a flight, but the airline filed for insolvency, meaning you cannot use the flight.
Or you booked a concert ticket and the organiser went bankrupt.
Note: for package tours, you should make any claims directly through the tour operator’s insolvency insurance in the event of airline insolvency.
If you booked through an agent (e.g. Check24.de or Opodo), things become more complicated. Seek legal advice, e.g. via our contact form, which is free of charge.
What are the advantages of chargebacks for consumers?
Even without a chargeback, you have a civil law claim for reimbursement against the merchant or in insolvency proceedings. The only problem is that you are dependent on the other party’s cooperation or solvency, otherwise you have to take legal action.
With a chargeback, the money is reversed via the bank – the procedure does not run directly through the merchant, but through the cardholder’s bank account.
The reversal is initially made under reserve, as the merchant can object. However, the bank is not obliged to comply.
If the chargeback goes through but the payment was due, the only recourse left to the merchant is to take legal action – which rarely happens in practice. Consumers are therefore in a better position.
The chargeback procedure is therefore an important voluntary instrument of credit card organisations. It protects credit card holders in Europe from fraud and debit errors and can contribute to rapid enforcement of the law.
How to proceed with a chargeback
1. Contact the merchant
We recommend that you first contact the relevant provider, e.g. the shop, online store or travel company, with whom you have a problem.
Do this in written form, for example by email.
This is because, in order to obtain a chargeback, you may have to prove that you have attempted to resolve the issue with the merchant. The same applies in the event of insolvency, when you will need to contact the insolvency administrator.
Set the provider a deadline of no more than one week.
2. Cancel the credit card payment at the bank
Then contact the bank that issued your credit card (do not contact Visa or Mastercard directly).
Explain that you would like to request a chargeback and ask for the relevant complaint form. This is often available online or at your branch.
In some cases, a phone call to the bank is sufficient. You will then often receive an email with a reference number, which you can use to submit all the necessary information and documents.
Exception: American Express is the card issuer itself. Therefore, cardholders must contact American Express directly.
3. Fill out the complaint form
Complete the form and tick the box that applies to you.
Send it back to the bank together with any supporting evidence, such as your credit card statement, order confirmation, invoice or cancellation notice (if applicable).
Where can I find my bank’s chargeback form?
Many banks offer their own complaint forms, which are usually found in the online banking section or as a PDF. Below are some examples from German banks (as of November 2025).
Please note that the exact procedures may vary depending on the bank. If you are unsure, please contact your bank’s customer service department.
Procedures vary by region and are usually carried out via online banking or directly at the branch.
Payment complaint form (PDF)
Credit card transaction disputes can be submitted via online banking; forms are available for certain card types.
Complaints can be made via online banking, app or form, depending on the type of card payment.
Complaint form (PDF)
Tip
From our experience, not all bank employees are familiar with the chargeback procedure.
Don’t be put off — insist on a chargeback!
If necessary, refer to this article.
What are the deadlines for a chargeback?
The deadlines for a chargeback are set by the credit card companies (Visa, Mastercard, etc.).
As a rule, they grant a period of up to 120 days to apply for a chargeback.
The period usually begins on the date of the debit on your credit card statement.
Nevertheless, you should request a chargeback from your bank as soon as possible!
- It is helpful to contact your bank as soon as a disputed transaction appears on your account, rather than waiting for the monthly statement.
- If a subsequent charge is made, you should contact your bank immediately.
- If you have ordered goods that do not arrive, you should contact your bank as soon as it becomes apparent that delivery will not take place (within approximately 30 days).
- In the event of company insolvency, you should request a chargeback as soon as the insolvency is known.
- In the event of unauthorised debits or direct debits: you can request a chargeback or, in the case of direct debits, invoke your statutory refund rights under the PSD2 Directive.
Good to know: Deadlines for reversing direct debits
- With direct debit authorisation: up to 8 weeks from the date of the debit
- Without direct debit authorisation (unauthorised): up to 13 months from the date on which the bank informed you of the debit.
You can request a return debit at any time – consumers do not have to give a reason or provide any evidence.
What evidence and supporting documents are important for a chargeback?
According to the experience of the European Consumer Centre (ECC) Germany, banks always require evidence and supporting documents that document the transaction.
In unclear cases in particular, it is therefore advisable to send these documents directly.
The following are important in a chargeback procedure:
- Order confirmation
- Proof of payment / credit card statement
- Withdrawal (if applicable)
- Correspondence with the retailer (emails, chat histories)
- Screenshots (e.g. from the online shop or of the error message)
If your bank has initiated the chargeback procedure, it is up to the retailer to take a position and prove that the debit was correct.
Reasons why banks typically reject applications
Not every chargeback procedure that you apply for will be accepted immediately. According to ECC Germany’s experience, banks often cite the following reasons for rejection:
- You report the case too late (deadlines have expired).
- The withdrawal to the merchant was delayed.
- You have not yet contacted the merchant for clarification.
- Mere dissatisfaction with the goods (no delivery failure or fraud).
- You paid with a PIN.
Note: Payments made with a PIN are generally considered by banks as proof of authorisation, which is why chargebacks are usually excluded.
Important: a bank may also refuse a chargeback if you have acted with gross negligence, or if the unauthorised debit was caused by your own fault. This would be the case if you left your card or access data unattended, or fell for obvious fraud attempts (e.g. phishing emails).
No success? Banking dispute resolution bodies can help
In the event of a dispute, even if your bank rejects the chargeback procedure altogether, you can contact a dispute resolution body responsible for your bank. Here we have listed a selection of German dispute resolution bodies.
Can the merchant dispute my chargeback?
Even if you have filled out the complaint form correctly, your bank initiates the chargeback procedure and the amount is initially credited to your account, the procedure may still fail.
This is because the credit is provisional at first. If the merchant does not dispute the claim, the refund will remain in place. However, if they do dispute the chargeback, the bank will review the case again. If they accept the merchant’s arguments, the amount may be debited again.
Your bank’s decision is based not only on legal regulations, but also on the rules and regulations of the relevant credit card company.
The process can take several weeks until a final decision is reached.
Debit and credit cards: are there any differences in Europe?
The rules of Visa, Mastercard, etc. are similar worldwide.
There is also no fundamental difference between debit and credit cards.
However, many debit cards are ‘co-branded’, combining a national and an international payment system. Examples include Girocard/V Pay (Visa) in Germany and Carte Bancaire (CB)/Visa in France.
The decisive factor is which payment system was actually used for the payment: if, for example, the transaction was settled using the Girocard system alone, a classic chargeback is not possible because it is not a credit card transaction.
Chargebacks can only be applied to debit cards if the debit is made via an international card provider’s system (e.g. Visa or Mastercard) and the amount has not been definitively and immediately debited, as in the case of temporary reservations for hotels or rental cars, for example.
The way in which banks implement the chargeback procedure can vary within the EU.
The Europen Consumer Centres Network (ECC-Net) can provide free support in cross-border cases, for example if the merchant or your card provider is based abroad.
Frequently asked questions about chargebacks (FAQ)
A chargeback usually takes between two and eight weeks. If the merchant lodges an objection, it may take longer. The procedure may be delayed further in cases of fraud or foreign transactions.
According to ECC Germany’s experience, many banks initially reject chargeback procedures. Don’t simply accept every rejection. Request a written explanation. You can also refer to our website or the chargeback conditions of your credit card company.
Alternatively, you can contact a competent arbitration body or your European Consumer Centre.
Partially. Some banks also offer chargebacks for debit cards – especially Visa Debit and Mastercard Debit. Ask your bank for details.
The billing method is also important. If the amount is billed immediately, chargeback is usually not possible, but it is if the debit is monthly.
PayPal has its own buyer protection procedure, which operates according to its own rules. This is not based on the legal provisions for chargebacks mentioned here. Whether buyer protection applies depends on the underlying conditions.
However, if a credit card is registered with PayPal as a payment method, it may be possible to request a chargeback via the bank – for example, if you have been the victim of fraud when sending money using the ‘Family & Friends’ option and buyer protection does not apply. Whether a chargeback is possible in such cases always depends on the individual case.
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Funded by the European Union. Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or the European Innovation Council and Small and Medium-sized Enterprises Executive Agency (EISMEA). Neither the European Union nor the granting authority can be held responsible for them.
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