Chargeback guidelines

A chargeback is initiated by the issuing bank on behalf of a cardholder to collect funds back.

It can be preceded by a Request for Information (RFI), also called a Retrieval Request, for example when the cardholder does not recognize the charge.

A chargeback can also be directly filed (without an RFI) if the bank has enough information to validate the cardholder's claim. The timeframe to exercise and defend a chargeback can be found in the table below.

Dispute time frames

The following table summarizes the timelines to initiate and dispute a chargeback, per scheme.

Time frame for the bank to exercise 1st chargeback

Response time frame merchant 1st chargeback

Time frame for the bank to exercise 2nd chargeback

Dispute closure date if the bank continued with a 2nd chargeback

  from the transaction date from the chargeback date from the dispute defense date from the dispute defense date

Visa

120 calendar days *

18 calendar days

30 calendar days

60 calendar days

Mastercard

120 calendar days *

40 calendar days 

45 calendar days

Ends after the 2nd chargeback

Amex

120 calendar days *

14 calendar days 

n.a.

Ends after the 1st chargeback

Diners

120 calendar days *

40 calendar days 

30 calendar days

60 calendar days

Discover

120 calendar days *

40 calendar days 

30 calendar days

60 calendar days

China Union Pay

120 calendar days *

25 calendar days 

20 calendar days

Ends after the 2nd chargeback

JCB

120 calendar days *

40 calendar days 

45 calendar days

Ends after the 2nd chargeback

* When the goods or services are delivered later than the transaction date, then 120 days apply from the delivery date.