Chargeback vs Statutory Rights — What Most People Don't Know

My Chargeback Was Rejected — Do My Consumer Rights Still Apply?

Yes — completely. A rejected chargeback does not extinguish your statutory rights under the Consumer Rights Act 2015. Chargeback is a voluntary card network process; it is not a legal remedy. Whether it succeeds or fails has no bearing on your CRA entitlements. If your chargeback for faulty goods was rejected, your right to a refund or replacement from the retailer — and to pursue it through ADR or the county court — remains fully intact.

What Is Chargeback and Why Is It Different from Your Legal Rights?

Chargeback is a dispute resolution mechanism operated by card networks — primarily Visa and Mastercard. When you raise a chargeback, your bank contacts the retailer's bank and requests the funds be reversed. The retailer can fight back by submitting counter-evidence. The card network adjudicates based on its own scheme rules.

It is entirely voluntary from the card network's perspective. There is no statute that compels the card network to find in your favour, and their rules are not the same as consumer law. A chargeback can be rejected for reasons that have nothing to do with whether the goods were legally faulty.

Your Consumer Rights Act 2015 rights, by contrast, are statutory — they exist in law regardless of how you paid, regardless of what the card network decides, and regardless of what the retailer's terms and conditions say. A failed chargeback closes the card network process; it does not close the CRA route.

Why Are Chargebacks for Faulty Goods Rejected?

Raised too late

Most card schemes require a chargeback to be raised within 120 days of the statement date on which the transaction appeared, or from the date the goods were expected. Claims raised outside this window are typically rejected regardless of merit.

Insufficient evidence

The bank needs documentation: proof of purchase, evidence of the fault, and proof you attempted to resolve with the retailer first. Without these, most banks decline to pursue the claim. This is the most common cause of preventable rejections.

Retailer rebuttal accepted

The retailer submits counter-evidence — often a repair report or a claim that the fault was caused by misuse — and the card network accepts it. A stronger evidence pack on your side is the main defence against this.

Wrong reason code used

Chargeback claims are submitted under specific reason codes. 'Goods not as described' is typically the right code for faulty goods. If your bank files under the wrong code, the claim can be rejected on technical grounds even if the facts support you.

Goods returned to retailer already

In some cases, if the retailer can show you returned the goods and they processed a credit, the chargeback may be dismissed — even if the credit was less than the original price paid.

What Is the Difference Between Chargeback and Section 75?

If you paid by credit card, you have an additional tool that is legally much stronger than chargeback: Section 75 of the Consumer Credit Act 1974.

Chargeback

  • Debit and credit cards
  • Voluntary card scheme — not law
  • 120-day window (typically)
  • Scheme rules, not CRA rules
  • Retailer can rebut

Section 75 (credit card only)

  • Credit cards only, £100–£30,000
  • Statutory right under CCA 1974
  • No strict time limit beyond 6 years
  • Legal standard — courts apply it
  • Direct claim against your card provider

If your chargeback was rejected and you paid by credit card for an item over £100, consider raising a Section 75 claim as a separate process. Your bank is legally obliged to investigate a Section 75 claim — they cannot simply dismiss it.

What Should You Do After a Chargeback Is Rejected?

1

Get the rejection reason in writing

Ask your bank for the specific reason code and any documentation the retailer submitted in rebuttal. Understanding why it failed tells you exactly what to fix.

2

Consider re-raising with better evidence

If the chargeback was rejected for insufficient evidence, build your full evidence pack — fault documentation, all communications, repair records — and ask your bank whether re-submission is possible within the time limits.

3

If on credit card, raise a Section 75 claim

Section 75 of the Consumer Credit Act 1974 gives you a direct claim against your credit card provider for goods costing between £100 and £30,000. It is a statutory right, not a voluntary scheme, and is much harder to dismiss.

4

Write a formal demand to the retailer

Separately from chargeback, send a written demand to the retailer under CRA 2015. Most retailers will not know their customer pursued a failed chargeback. Your statutory claim is a fresh track.

5

Escalate to ADR

If the retailer refuses to engage with your CRA demand, raise a complaint with their ADR scheme. This process is free to you, takes 90 days or less in most cases, and the outcome is binding on the retailer if they are a member.

6

File a county court claim

If ADR is unavailable or fails, file through civilmoneyclaims.service.gov.uk. Claims under £10,000 go to the small claims track — no solicitor needed.

Frequently Asked Questions

If my chargeback is rejected, do I still have consumer rights?

Yes, completely. A chargeback is a voluntary card network process, not a legal remedy. Your statutory rights under CRA 2015 exist independently. A rejected chargeback does not waive or extinguish your right to pursue the retailer through ADR or county court.

Why was my chargeback for faulty goods rejected?

Common reasons: the claim was raised too late (most card schemes require claims within 120 days); insufficient evidence was submitted; the retailer successfully countered the claim; or the wrong reason code was used. Ask your bank for the specific reason code.

Can I try a chargeback again after it was rejected?

In some cases, yes. If the chargeback was rejected due to insufficient evidence and you now have stronger documentation, ask your bank whether re-submission is possible. Time limits still apply.

What is the difference between chargeback and Section 75?

Chargeback is a voluntary card network scheme. Section 75 is a statutory right under the Consumer Credit Act 1974 that applies only to credit card purchases between £100 and £30,000 — giving you a direct claim against your card provider. Section 75 is legally stronger and has fewer time constraints than chargeback.

What is the next step after a failed chargeback for faulty goods?

In order: (1) Write formally to the retailer under CRA 2015. (2) If on credit card over £100, raise a Section 75 claim. (3) If refused, raise a complaint with the retailer's ADR scheme. (4) If ADR fails, file a money claim online through the county court. Each step is covered in the Faulty Goods Fight-Back System.

Related guides in this network:

Faulty Goods Fight-Back System

A Failed Chargeback Is Not the End

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