What steps should I include in a credit card chargeback for an online supplement purchase?
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Executive summary
A clear, orderly chargeback increases the chance of getting money back for an online supplement purchase that never arrived, was defective, or was misrepresented; begin by contacting the seller and then escalate to your card issuer with a focused packet of evidence and a legal timeline in mind (CFPB [1]; Visa p1_s3). Remember that issuers typically grant provisional credit while they investigate, merchants may contest disputes with counter‑evidence, and the supplements sector is treated as higher risk by payment processors — which changes how issuers and merchants behave (American Express [2]; Mastercard [3]; Tower Payments [1]5).
1. Contact the merchant first and document every interaction
Regulators and card networks expect customers to try to resolve problems directly with the seller before filing a chargeback, so every call, chat transcript, return authorization, and refund refusal should be saved as evidence — a missing or unresponsive merchant strengthens a cardholder’s case (Visa [4]; American Express p1_s8).
2. Identify the precise legal and issuer timelines
Federal rules and card‑network windows matter: the Fair Credit Billing Act and common issuer practice set different clocks (often 60 days for billing errors and sometimes up to 120 days for product/service complaints), so check dates on statements and act quickly to avoid losing protected dispute rights (FTC dispute guidance [5]; Investopedia on chargeback periods [6]; Experian timing guidance [1]1).
3. Gather a tight packet of evidence — receipts, tracking, photos and policy screenshots
Compile the order confirmation, credit card statement line, delivery tracking or proof of non‑delivery, photos of damaged products, screenshots of product pages and any questionable claims or auto‑renewal terms, plus all merchant communications; merchants often fight chargebacks with delivery confirmation, IP logs, and timestamps, so anticipate those lines of defense (Ethoca [7]; Mastercard merchant evidence examples p1_s6).
4. Choose the right dispute reason and explain the remedy sought
Use the issuer’s categorization (unauthorized transaction, not received, defective, or misrepresentation) and state whether the goal is a refund, a return authorization, or stopping future recurring charges; precise reasons map to different chargeback codes and change how banks and acquirers evaluate the case (Chargeback Gurus process overview [8]; CNBC consumer guidance p1_s2).
5. File with your card issuer and keep the process traceable
Contact the card issuer by the method they prescribe — many accept online, phone, or written disputes — and consider sending a written dispute to the billing‑inquiry address if seeking FCBA protections; expect a provisional credit in many cases while the issuer investigates (CFPB advice [1]; FTC written‑letter recommendation [5]; Forbes on provisional credit p1_s5).
6. Don’t stop paying undisputed balances, and know what happens next
You may withhold payment only for the disputed portion and should continue to pay any undisputed amounts; the issuer will route the claim through the card network to the merchant’s bank, which can accept the chargeback or represent and contest it — the final decision rests with the issuer after acquirer review (FTC on not paying disputed amounts [5]; Mastercard process outline [3]; Chargeback Gurus p1_s9).
7. Prepare for merchant pushback and preserve all records long term
Merchants commonly collect delivery proof, device IPs, and order logs to rebut disputes; because merchants can win representment disputes and reverse provisional credits, retain original evidence and be ready to respond to follow‑up requests from the issuer (Mastercard merchant dispute guidance [9]; Ethoca process steps [1]2).
8. Avoid misuse and understand the reputational stakes for supplement purchases
Chargebacks are consumer protections, not remedies for buyer’s remorse, and abusive or false disputes risk reversal and reputational consequences — the supplement industry already faces heightened scrutiny and higher chargeback rates due to misleading claims and trial‑to‑paid models, which can complicate legitimate disputes (Experian misuse caution [10]; Tower Payments on supplement risk [1]5).