A chargeback lets you ask your bank to reverse a card payment when something goes wrong with a purchase. For event tickets, this can be a lifeline when a platform refuses to refund you, an event is cancelled, or you never received your tickets. This guide covers everything you need to know about chargebacks for ticket purchases in the UK.
This article is general guidance. Contact your bank or a financial adviser for advice on your specific situation.
How chargeback works
Chargeback is a dispute resolution process operated by the card networks -- Visa, Mastercard, and American Express. When you raise a chargeback, your bank (the "issuing bank") contacts the merchant's bank (the "acquiring bank") and requests that the payment be reversed. The merchant then has a chance to contest the dispute.
Unlike Section 75 of the Consumer Credit Act, chargeback is not a statutory right. It is a set of rules that banks agree to follow as part of the card network's scheme. However, the Financial Conduct Authority expects banks to handle chargeback requests fairly and promptly.
Chargeback reason codes for tickets
Each chargeback must be filed under a specific reason code. For event tickets, the most common codes are:
- Services not provided / merchandise not received -- Use this when an event is cancelled and no refund is given, or when tickets were never delivered.
- Not as described -- The event or tickets were significantly different from what was advertised.
- Fraud / unauthorised transaction -- Someone used your card without your permission.
- Duplicate processing -- You were charged twice for the same order.
- Credit not processed -- The merchant agreed to a refund but it was never received.
Your bank will help you select the appropriate reason code. Be honest and accurate -- using the wrong code can weaken your case.
Time limits by card network
Each card network has its own chargeback time limits:
- Visa -- 120 days from the transaction date or the date the service was due to be provided (whichever is later).
- Mastercard -- 120 days from the transaction date or the expected delivery/event date.
- American Express -- Typically 120 days, but Amex handles disputes directly rather than through an acquiring bank.
For event tickets, the key date is usually when the event was supposed to take place. If you bought tickets in January for a June event that was cancelled, your 120-day window starts in June, not January.
Evidence you will need
The stronger your evidence, the better your chances. Prepare the following before contacting your bank:
- Order confirmation or receipt
- Proof the event was cancelled or postponed (email from organiser, screenshot of website announcement)
- Evidence you contacted the merchant and requested a refund (emails, chat logs, social media messages)
- The merchant's refund policy (screenshot their terms and conditions)
- Any response from the merchant refusing or ignoring your refund request
The chargeback process step by step
- Contact the merchant first -- Your bank will want to see that you tried to resolve the issue directly. Give the merchant 14 days to respond.
- Call your bank -- Ask to speak to the disputes or chargeback team. Explain the situation and the reason for your dispute.
- Submit your evidence -- Send everything by email or post, as directed by your bank.
- Provisional credit -- Some banks will issue a temporary refund while they investigate. This is not guaranteed.
- Merchant response -- The merchant has a set period (usually 30 to 45 days) to contest the chargeback. If they do not respond, you win by default.
- Final decision -- Your bank will inform you of the outcome. If the chargeback is successful, the refund is permanent. If not, you can appeal.
What if the merchant contests?
If the ticketing platform fights the chargeback, your bank will review both sides and make a decision. Strong evidence is crucial here. Common merchant defences include claiming the ticket was delivered (even if the event was cancelled) or pointing to no-refund terms and conditions.
Remember: a merchant's terms and conditions cannot override your statutory consumer rights. If the event was cancelled and the service was not provided, "no refunds" is not a valid defence.
When chargeback may not work
Chargeback is not guaranteed to succeed. It may be difficult if:
- You attended the event and are simply dissatisfied with the experience
- The event was postponed and your ticket is valid for the new date
- You exceeded the time limit
- You cannot provide sufficient evidence
A note on fair platforms
Chargebacks should be a last resort. The best ticketing platforms handle refunds before it ever reaches this stage. At Tickts, we prioritise transparent communication and fair refund policies so fans never have to fight their bank to get their money back. That said, knowing how chargebacks work gives you peace of mind whatever platform you use.
Summary
Chargeback is a valuable tool for UK consumers who have been let down by a ticketing platform. Act within the time limits, gather strong evidence, and be persistent. Combined with Section 75 (for credit card purchases over £100), you have robust protections at your disposal.
