I never got the goods or services that I ordered
If you never received what you ordered online, you should ask the merchant for an update on your dispatch. We'll then ask you these things:
What the purchase was for, with an email order or invoice if possible.
This can also be a link to the website confirming you bought the item or service with a detailed description.
Copy of the full conversation between you and the seller.
Note: we can charge back your transaction 90 days after you made your order or the delivery date your merchant gave you has passed. This timeframe doesn't apply to failed or blatantly scam merchants, you can contact your managers.
There was something wrong with what I received
If there was something wrong with your order and what you got, you should tell the merchant and try to solve the matter with them first. If you didn't get a good response from them, we’ll need to ask you these things to look into it:
What the purchase was for, with an email order confirmation or invoice if possible.
This can also be a link to the website confirming you bought the item or service with a detailed description.
A detailed description of what's different between what you ordered and what you received — this means what you wanted to buy or what the seller promised, and what you actually got. Send any photos you have.
After we get a chargeback request, we can reply in 45 days according to Mastercard rules. We can’t speed up that time, but we send you updates as soon as we get them.