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Credit card refund

What happens when you get a credit card refund?

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How to get a credit card refund or chargeback in four simple steps.

If you’re overcharged for a transaction or you didn’t get what you paid for, you can request a refund on your credit card. Merchants and businesses all have returns and credit card refund policies that you can refer to if you have any transaction issues. In some circumstances, you might also need to contact your credit card provider to get a credit card refund.

Here, we take a look at how credit card refunds work, the time limits involved and other factors to consider so that you can take the right steps to get your money back.

What are the types of credit card refunds?

There are two main ways to get a credit card refund, which we’ve outlined in detail below:

  • Point of sale or merchant refunds. If you want to return a purchase, find you have been incorrectly charged or want a credit card refund for non-delivery of items you’ve paid for, your first step should be to contact the merchant. The representative you speak to will refer to the credit card refund policy to make sure the claim is eligible and then guide you through the refund process. Merchants can also remove pre-authorisations that “hold” funds in your account before or after a full payment is made (think hotel bookings).
  • Chargebacks. If the merchant does not agree to reverse the credit card transaction you can dispute it by requesting a “chargeback” through your credit card provider. This type of credit card refund involves the bank reversing all or part of the amount of the disputed transaction. Chargebacks are done in accordance with the applicable card scheme rules set by Visa, Mastercard or American Express and often take longer to process than merchant credit card refunds.
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When can I get a credit card refund?

There are many instances when you can get a credit card refund, either through the business or your credit card provider, depending on the circumstances. Some of the most common scenarios include:

  • Multiple transactions. When the same transaction is charged to your account more than once.
  • Returned items. If you return an item to the merchant and meet the return policy requirements.
  • Incorrect transaction. If it is clear that you did not carry out the transaction.
  • Lost or stolen. If the card was used after it was reported as lost or stolen.
  • Faulty products. When the equipment used to process the transaction is found to be faulty.

When can’t I get a credit card refund?

There are some situations where you won’t be eligible for a credit card refund. These include:

  • Don’t meet return policy. If you return an item to a merchant but don’t meet the return policy requirements (e.g. item is worn).
  • Shared credit card details. If you have shared your credit card or credit card details with other people.
  • Fail to report a lost or stolen card. If you don’t report a lost or stolen credit card straight away.

You might also be unable to get a credit card refund if the charges are “pre-authorized” and meet the standard practices of a merchant (i.e. a hotel or airline that “holds” funds for a set period of time in case of incidental charges). In this instance, you could contact the merchant to request a release of the funds, rather than an actual refund.

How can I get a credit card refund?

The credit card refund process can vary depending on the merchant and your circumstances, but generally follows the steps below.

  1. Contact the merchant. Get in touch with the merchant involved in the transaction and let them know you want a refund. Make sure you explain the reason for the refund and ask if there are any specific details they will require.
  2. Organise your required documents or items. If you are returning an item for a refund, follow the requirements outlined for a postage or in-store return. If you are requesting a refund for some other reason, provide the merchant with supporting documents. For example, you may need the original receipt or credit card statement details that show you have been incorrectly charged.
  3. Provide your credit card details. Present the credit card that you have used for the transaction, or give the merchant details of the card (if over the phone or online) so that they can process the refund.
  4. Sign any required documents. Fill out any return or refund documents as requested by the merchant. This is for their records and helps them verify the refund.

What is return protection?

Return protection is offered by credit cards, which gives you an extended amount of time to return or exchange items in addition to the retailer’s return policies. For some instances, additional costs may be incurred where cardholders have to pay for shipping when exchanging or returning items.

All Mastercard and American Express credit cards offer this protection, as well as eligible Visa Infinite credit cards.

Return protection plans for Mastercard, American Express and Visa

Mastercard American Express Visa
Card All Mastercards All American Express cards Eligible Visa Infinite cards
Duration 60 days from purchase 90 days from purchase 90 days from purchase
Coverage Up to $250 per claim; maximum of 4 claims per 12 months Up to $1,000 per claim; maximum of $50,000-worth of claims per 12 months; for losses related to natural disasters, it only covers $500 per claim Up to $300 per claim; maximum of $1,000-worth of claims per 12 months
Reason for return You aren’t satisfied with the item, and the store won’t allow you to return it The item was stolen or accidentally damaged You aren’t satisfied with the item, and the store won’t allow you to return it
What’s not covered
  • Damaged, defective or non-working items
  • Jewelry, art, used or antique items
  • Customized, personalized or special-order items
  • Professional services, including workmanship, installation, professional advice and technical support
  • Items purchased for resale, professional or commercial use
  • Plants, shrubs, animals, pets, consumables and perishables
  • All types of stored data or music, like computer software, DVDs, video cassettes, CDs and audio cassettes
  • Motorized vehicles, including automobiles, boats, aircraft and motorcycles, or motors, equipment or accessories
  • Land, buildings, permanently installed items, fixtures or structures
  • Traveler’s checks
  • Tickets of any kind, including airline, sporting event, concert or lottery
  • Negotiable instruments, bullion, rare or precious metals, stamps, coins, currency or its equivalent
  • Shipping charges, taxes, storage fees, postage, transportation or delivery charges
  • Products purchased at auctions
  • Traveler’s checks
  • Tickets of any kinds
  • Negotiable instruments, including gift certificates and gift cards
  • Animals or living plants
  • Rare stamps or coins
  • Consumable or perishable items with limited life spans, including food, perfume, light bulbs and batteries
  • Antique or used items
  • Motorized vehicles, scooters, golf carts, aircraft, boats, trailers, equipment, parts or accessories
  • Items rented, leased or borrowed
  • Items purchased for use as inventory, resale, professional or commercial use
  • Business fixtures, including air conditioners, refrigerators or heaters
  • Hospital, medical and dental equipment and devices
  • Shipping charges or taxes
  • Items purchased outside the US
  • Damaged/non-working items
  • Animals and living plants
  • Boats, aircraft, automobiles, or any other motorized vehicles, as well as their motors, equipment and parts
  • Cash, bullion, traveler’s checks, credit or debit cards or other negotiable instruments
  • Computer software
  • Formal attire, including cocktail dresses, tuxedos, gowns or accessories
  • Items purchased for resale, professional or commercial use
  • Items that have been altered
  • Jewelry, art objects, coins, stamps, antiques or collectibles
  • Medical equipment
  • Perishables, consumables and limited-life items like rechargeable batteries
  • Real estate and items that become part of real estate like garage doors, garage door openers and ceiling fans
  • Seasonal items, including holiday decorations
  • Shipping charges or taxes
How to file a claim Call 1-800-MasterCard to request a claim form Call 1-800-322-1277 or visit American Express’s website to file a claim Call 1-888-221-3289 to file a claim

How to request a chargeback

Getting a credit card refund from a merchant is relatively straightforward, which is why it’s usually the first port of call. The chargeback process, on the other hand, usually involves a few more steps.

  1. Contact your credit card provider. Explain the situation to them in detail. They may advise you to contact the merchant again before proceeding with the chargeback.
  2. Provide evidence of the issue. Your provider may ask you for verbal or written details of the incorrect charges and you could have to fill out a credit card dispute form. Provide as much information as possible, including statements, receipts and any other details about your contact with the merchant.
  3. Wait for a response. The credit card refund laws around chargebacks require banks to wait up to 45 days for a merchant to respond to your dispute claims. If the merchant does not respond in that time, your dispute will be approved and you’ll get your money back. If they do respond, further steps will be taken to resolve the situation. You can request updates from your provider during this time, but will have to wait it out before you can get a refund.
  4. Provide any further details. If the merchant accepts the dispute, your refund will be processed as usual. If they reject it, your provider may ask for further details until the situation is resolved. Most credit card providers aim to provide an outcome within 45 days, but in some cases it could take up to 120 days for the provider and merchant to resolve the dispute.

How long does a credit card refund take to show up on Internet banking?

  • Credit card refunds from merchants. Refunds from a merchant can take up to seven days to be processed. It’s important to note that during this time the original purchase could still be listed on your account and accrue interest if you carry a balance on your credit card. You can contact individual merchants to find out how long they will take to process the refund or to request a faster refund.
  • Credit card chargebacks. The transaction dispute process requires providers wait for a response from the merchant before processing any eligible credit card refunds. This means that the time it takes for a credit card chargeback refund to show up on your account varies and could be anywhere from a week to several months. During this time, your credit card provider may freeze interest charges on the disputed amount, or increase the funds available on your account. Check with your specific provider to find out more.

What are the other factors to consider when requesting a credit card refund?

  • Time limit. Merchants outline the amount of time you have to legitimately request a refund, so check individual policies before making any transactions. For chargebacks, you usually have to dispute the credit card transaction within 30–90 days of when it first appears on your credit card statement.
  • Interest charges. Depending on the circumstances of your credit card refund, you may be charged interest during the refund process. But if you have lodged a chargeback claim with your credit card provider and it is approved, you should be refunded the full amount as well as any interest that was charged on it during the investigation.
  • Refund payments. If money is returned to your account, the funds are considered as a credit to your account. This means a refund will not count as a payment towards your balance if you need to pay the minimum amount due for the statement cycle.
  • Credit card refund fees. While there shouldn’t be a fee for refunds processed by a merchant, some banks do apply a fee for chargebacks. Third-party payment processors such as PayPal or SecurePay may also charge additional fees for credit card refunds, with the cost typically ranging from $10–25.

Whether you need a credit card refund for non-delivery, incorrect charges or simply a change of mind on your purchases, the quickest and easiest option is to contact the merchant directly. If that doesn’t work, you can dispute the transaction through your credit card provider to get a chargeback. By understanding more about these two options, you will be able to get the right kind of credit card refund in any situation.

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Adrienne Fuller

Adrienne Fuller leads the publishing team at finder.com. She has one goal: to deliver the accurate and transparent information she wishes she had when she made some of life's important financial decisions. When she's not helping folks save money, she's hiking with her two Catahoulas around her home in San Diego.

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16 Responses

  1. Default Gravatar
    StephenieJuly 28, 2018

    I made an online purchase and never received my items. It’s been 30 days and the seller keeps telling me to wait. The last time they provided me with a tracking link, it showed that the parcel had arrived my country 3 weeks ago. Every time I asked for refund, they told me to wait a few more days for the delivery. I have already paid the credit card balance. Is it still possible to get a chargeback?

    • finder Customer Care
      JhezelynJuly 31, 2018Staff

      Hello Stephenie,

      Thank you for your comment.

      You may request a chargeback if you’ve legitimately suffered from the merchant. If a merchant makes it impossible to request a traditional refund by failing to acknowledge your requests, a chargeback might be the only option available.

      Furthermore, you may still give the merchant a chance by asking them the status of your order.

      Regards,
      Jhezelyn

  2. Default Gravatar
    MikeJuly 4, 2018

    I have a credit card with a promotional 0% APR balance from a balance transfer. I made a purchase, subject to interest, and subsequently returned the item to the merchant. The credit card company applied the credit to my promotional balance instead of my purchase balance. Can they do that? Thanks.

    • finder Customer Care
      nikkiangcoJuly 9, 2018Staff

      Hi Mike!

      Thanks for leaving a question on our page.

      Credit card companies do a merchant refund and usually return apply the credit to your purchase balance.
      To be sure, please refer to the terms and conditions of your card or call your merchant to speak to an agent and have the credit returned to your purchase balance.

      Hope this was helpful.

      Cheers,
      Nikki

  3. Default Gravatar
    MHApril 13, 2018

    If I used my Visa debit card to withdraw money out of an ATM and it didn’t dispense the money but still charged my card. I disputed it with the card issuer and they started an investigation. The merchant has since refunded my money to the card issuer, but the card issuer is holding my money still. It has been 25 days since the merchant credited the funds back to the card issuer. They said they won’t make the funds available in my account for 45 days because they are required to hold it in case the merchant asks for it back. So they’ve had the money for 25 days already. How long can they legally hold my money after the merchant has refunded it to them?

    • finder Customer Care
      JoanneApril 13, 2018Staff

      Hi MH,

      Thanks for reaching out.

      Ideally when this happens, the card holder files a claim with his bank so they can proceed with the chargeback and investigation.
      Once you have submitted a claim, you can verify with your bank if they are able to do a temporary credit while research is ongoing that way you can have access to the funds that got debited. The temporary credit then becomes a final credit to your account once the research is completed and your bank has retrieved the funds from the merchant. According to Visa regulations, the merchant has 45 days to respond to the chargeback against a transaction.

      Hope this helps,
      Joanne

  4. Default Gravatar
    NeilMarch 10, 2018

    How they can back my refund if my credit is on full limit amount and i have no exsisting balance

    For example the limit of my credit is 20k and i have no existing transaction and i am expecting a refund amounting 5k, how they process? It is possible to over my linit like 20k plus 5k?

    • finder Customer Care
      MayMarch 19, 2018Staff

      Hi Neil,

      Thanks for your question.

      Typically, your card issuer will credit your account and the refund/amount will be applied to your future purchases. In case you won’t be using your card for several months, the bank will send you a check or transfer it to your bank account. I would suggest that you contact your credit card issuer if you are expecting a refund from a merchant which could possibly put your balance into credit.

      Cheers,
      May

  5. Default Gravatar
    SetfaceJanuary 30, 2018

    After the 45 days for a chargeback, if I’m successful and receive the refund, who keeps the product that was purchased? Do I need to return it to the merchant or do I keep it?

    • finder Customer Care
      joelmarceloFebruary 6, 2018Staff

      Hi Setface,

      Thanks for leaving a question on finder.

      Whether to return the item or keep it after the chargeback has been settled would depend entirely on the merchant where you bought the product. They should have a policy on refund and returning of items. So best to confirm this with the merchant directly.

      Cheers,
      Joel

  6. Default Gravatar
    MaryJanuary 25, 2018

    If a hotel refunds your stay at there hotel due to issues with your stay in South Africa when the money is refunded to your credit card as it will be in the region of 5,000 Euro can I withdraw this money in cash locally back in Ireland

    • finder Customer Care
      joelmarceloJanuary 26, 2018Staff

      Hi Mary,

      Thanks for your question.

      Yes, you can withdraw the refund once it’s added to your available limit. However if it’s an interim refund, you may want to hold off spending this until the refund is posted to your account and your account reflects your new available balance. Just a heads up though, withdrawing cash from your credit card might incur fees.

      I hope this information helps. Feel free to drop us a note anytime if you have other concerns.

      Best regards,
      Joel

  7. Default Gravatar
    GillianDecember 17, 2017

    If I get a refund on my MasterCard is this refund immediately available for me to spend

    • Default Gravatar
      LiezlDecember 22, 2017

      Hi Gillian,

      Thanks for your question.

      Yes, you can use the refund once it’s added to your available limit. However if it’s an interim refund, you may want to hold off spending this until the refund is posted to your account and your account reflects your new available balance.

      I hope this information helps. Feel free to drop us a note anytime if you have other concerns.

      Best regards,
      Liezl

  8. Default Gravatar
    SylviaDecember 6, 2017

    Had a few transactions on my credit card I called and gave all imformation it was not mine .How long before I get the credit back on my account if all goes well .

    • finder Customer Care
      RenchDecember 6, 2017Staff

      Hi Sylvia,

      Thanks for reaching out to us.

      Refunds from a merchant can take up to seven days to be processed. It’s important to note that during this time the original purchase could still be listed on your account and accrue interest if you carry a balance on your credit card. You can contact your merchant to find out how long they will take to process the refund or to request a faster refund.

      Best regards,
      Rench

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