Consumer Chargeback Rights
On this page
Before diving into consumer rights, understand:
- Chargeback lifecycle - How disputes flow
- Reason codes - Why disputes are filed
- Representment basics - How you respond
Your customers have legal rights to dispute charges. Understanding these rights helps you know what you're fighting against and why some disputes are unwinnable from the start.
Consumer rights apply to both card-present and card-not-present transactions, but CNP merchants face more exposure. Without a physical signature or chip read, you have less proof the cardholder authorized the transaction.
The Fair Credit Billing Act (FCBA)
The FCBA is a 1974 US federal law that gives credit card holders the right to dispute billing errors. This law is why chargebacks exist. Card networks built their dispute processes on top of these statutory requirements.
The uncomfortable truth: The law was designed to protect consumers, not merchants. The burden of proof falls on you.
What Customers Can Dispute
The FCBA covers these "billing errors":
| Dispute Type | What It Means | Merchant Impact |
|---|---|---|
| Unauthorized charges | Charges customer didn't make | Hard to win without 3DS |
| Wrong amount | Charged $150 instead of $15 | Check your systems |
| Goods not received | Customer never got the order | Need delivery proof |
| Not as described | Product different from listing | Subjective, hard to win |
| Damaged on delivery | Arrived broken | Carrier issue, still your problem |
| Credit not processed | Refund promised but not given | Check refund logs |
| Calculation errors | Math wrong on statement | Rare, easy to verify |
The 60-Day Window
Customers have 60 days from the statement date to dispute a charge under the FCBA. This is the legal minimum.
But here's what matters for you: Card networks extend this.
| Network | Dispute Window | Notes |
|---|---|---|
| Visa | 120 days | From transaction or expected delivery |
| Mastercard | 120 days | From transaction or expected delivery |
| American Express | 120 days | Sometimes longer for certain disputes |
| Discover | 120 days | From transaction date |
Scale callout: High-value or delayed-delivery businesses (furniture, custom orders, travel) face disputes months after the sale. Build this into your cash flow planning.
How the Dispute Process Works (Customer Side)
Understanding the customer experience helps you anticipate disputes:
- Customer notices charge - On statement or in banking app
- Customer contacts bank - Through app or phone, one-click dispute
- Bank issues provisional credit - Customer gets money back immediately
- Bank investigates - Must acknowledge within 30 days
- Bank decides - Must resolve within 90 days (two billing cycles)
- Merchant notified - You get the chargeback notification
Key insight: The customer doesn't have to contact you first. They can go straight to their bank. Many banks actively encourage this with "Dispute this charge" buttons in their apps.
What the Bank Must Do
Under FCBA, the issuing bank must:
| Requirement | Timeframe | What It Means |
|---|---|---|
| Acknowledge dispute | 30 days | Written confirmation to customer |
| Investigate | 90 days (2 billing cycles) | Review evidence |
| Don't collect disputed amount | During investigation | Customer doesn't pay |
| Report as disputed | If reporting to bureaus | Can't just report as delinquent |
What This Means for Merchants
You Start at a Disadvantage
The FCBA creates an asymmetric system:
| Customer | Merchant |
|---|---|
| One-click dispute | Multi-step representment |
| Immediate provisional credit | Money held for months |
| No proof required to file | Full evidence burden |
| 60-120 days to dispute | 7-30 days to respond |
Some Disputes Are Unwinnable
When the customer has a statutory right you can't overcome:
| Scenario | Why You Lose |
|---|---|
| No 3DS on fraud | Unauthorized charge, no authentication proof |
| No delivery confirmation | Goods not received, no proof otherwise |
| No refund processed | Credit not issued, system logs will show |
| Signature not obtained (CP) | Authorization issues |
Where You Can Win
Disputes where evidence can overcome the claim:
| Scenario | Winning Evidence |
|---|---|
| Friendly fraud with 3DS | 3DS authentication + delivery proof |
| "Not received" with tracking | Signed delivery confirmation |
| "Not as described" with specs | Product listing matching delivery |
| Prior customer relationship | CE 3.0 matching device/IP |
Beyond FCBA: Other Consumer Protections
Regulation E (Debit Cards, ACH, P2P)
Regulation E covers electronic fund transfers: debit cards, ACH debits, and P2P payments. Different rules than credit cards, different merchant impact.
Why merchants care: The dispute process works differently, and your ability to fight back varies by payment type.
| Payment Type | Dispute Mechanism | Can You Fight It? | Merchant Impact |
|---|---|---|---|
| Credit card | Network chargeback | Yes - full representment | FCBA rules, 7-45 days to respond |
| Debit card | Network chargeback | Yes - similar to credit | Faster bank investigation (10-45 days) |
| ACH debit | Return codes (R10, R29) | Barely | Returns are near-automatic; limited recourse |
| P2P (Zelle) | Bank-to-bank push | No | Irrevocable once sent |
| P2P (Venmo/Cash App) | Platform dispute | Limited | Platform decides, not network rules |
The practical differences:
Debit cards: Disputes work like credit card chargebacks. You get notified, you can submit evidence, you can win. The main difference is faster timelines - banks must investigate within 10 business days (vs. 90 days for credit).
ACH debits: When a customer disputes an ACH debit, you get a return code (R10 = unauthorized, R29 = corporate unauthorized). There's no real "representment" process. The return happens, you lose the money, and your recourse is collections or legal action. This is why ACH is riskier for merchants accepting it from unknown customers.
P2P payments: Zelle is a push payment - once the customer sends, it's gone. Venmo and Cash App have dispute processes, but they're platform-specific, not network-governed. If you accept P2P, understand you're outside the card network chargeback system entirely.
What to do differently:
| If You Accept... | Adjust Your Approach |
|---|---|
| Debit cards | Same fraud prevention as credit; disputes work similarly |
| ACH for subscriptions | Verify bank account ownership; have clear authorization records |
| ACH for one-time | Higher risk; consider only for trusted/verified customers |
| P2P payments | Treat as cash-equivalent; no dispute protection for you |
State Laws
Some states add protections:
- California: Additional consumer rights
- New York: Specific disclosure requirements
- Various states: Subscription cancellation laws
Practical note: These rarely change your chargeback strategy, but they affect customer communication and refund policies.
Test to Run
Pull your last 20 chargebacks. For each one:
- Did the customer contact you first? (Expect: no)
- Was the dispute filed within 60 days or 120 days?
- Did you have evidence that could overcome their claim?
If customers never contact you first and you're losing disputes past 60 days, you're seeing the FCBA in action.
Where This Breaks
Long delivery windows: If you sell furniture that takes 12 weeks to deliver, customers can dispute well after you've fulfilled. The 120-day network window starts from expected delivery, not order date.
Digital goods: The FCBA covers "goods not received" but digital delivery is hard to prove without proper logging. See Digital Goods Evidence.
Subscriptions: Customers dispute months of charges at once. Each transaction has its own 120-day window. See Recurring Billing Compliance.
Next Steps
Understanding disputes better?
- Learn the chargeback lifecycle - Full process flow
- Study reason codes - Why disputes are filed
- Review evidence requirements - What wins
Reducing disputes?
- Enable 3D Secure - Shift liability, prove authorization
- Fix your descriptors - Prevent "don't recognize" disputes
- Set up alerts - Resolve before chargeback
Already in a dispute?
- Check reason code guide - Specific response requirements
- Build evidence package - What to submit
- Submit representment - Fighting the chargeback
Related Resources
- Chargeback Lifecycle - Full dispute process
- Reason Code Reference - Understanding dispute types
- Compelling Evidence - Evidence requirements
- 3D Secure - Liability shift authentication
- Friendly Fraud - When customers abuse their rights
- Network Programs - VAMP, ECM thresholds
- Recurring Billing Compliance - Subscription dispute prevention