Chargeback:

if something goes wrong with your order, you could get your money back. Click and it’s paid for with peace of mind with Visa!*

If you’ve bought something online with Visa which was delivered broken, was not what you purchased or was not delivered, you could get your money back.

As part of Visa's commitment to consumer protection, we have set up a process enabling banks to help you in unfortunate e-shopping situations, like when the wrong item was delivered and can't be returned, or when your flight is cancelled because an airline goes bankrupt.

The first thing to do is to contact the merchant, retailer, or tour operator to understand whether you're covered by a bonding authority or insurance scheme. If you’re not fully covered, if refund is only partial or if refund is impossible, you can request a chargeback.

What is a chargeback?

A chargeback is an attempt to get your money back when the products or services delivered do not correspond to the ones bought, even after the merchant has filed for bankruptcy. The bank that has issued your card tries to get you a refund from the merchant's bank. Chargeback does not legally entitle you to any refund, but if your transaction was treated by Visa, you can request a chargeback to the bank that has issued your Visa card.

When and how does it work?

To benefit from a chargeback, you must try and settle the issue with the merchant first. If this fails, chargeback may allow your bank to refund you in certain situations such as:

You do not receive the products or services you've paid for, even in case of bankruptcy by the company you've bought them from.

The products or services are damaged, counterfeit or broken (in these situations, you may have to send the items back to be reimbursed).

You've been charged the wrong amount, or you've been charged twice.

Charging still occurs after subscription was cancelled.

More details about travel perturbations due to coronavirus: https://www.visaeurope.lu/en_LU/pay-with-visa/coronavirus.html

How do I request a chargeback?

If your merchant doesn’t want to refund you, contact your bank immediately and state your wish to make a claim through the chargeback scheme. All you have to do is file for a dispute form with your bank or the competent body.

For additional information, please contact your bank.

*Terms and conditions may vary according to your issuing bank. Refund not guaranteed. Chargeback is not a lawful obligation. Contact your bank for more information.