A chargeback is a request to reverse a payment. It may be available for an unauthorized digital purchase, a missing download or access, a duplicate charge, or a product that failed a specific promise from the seller. It isn't an automatic refund: the card issuer or payment service reviews the records and applies its own rules.

The payment method determines what you should do next. For a U.S. credit-card billing error, a written dispute generally must reach the issuer within 60 days after the first statement containing the error. The Federal Trade Commission's credit-card guidance explains that process.

For an ordinary missing-download, access, or defect problem, ask the seller or platform for a remedy first. If the charge was unauthorized, contact the bank, card issuer, or payment provider's fraud department promptly instead of waiting for the seller to reply.

Choose the dispute route before you file

If you paid through a digital wallet using a credit card, decide which route you will use before opening a case. PayPal's U.S. terms say you can't pursue a PayPal Buyer Protection claim at the same time as a claim with the card issuer for the same transaction or seek a double recovery. Check the current terms before filing.

When a digital-goods dispute may have a factual basis

A useful dispute identifies what went wrong. "I didn't like it" is different from "the seller promised a working license, but the key was invalid."

• Unauthorized purchase: You didn't authorize the download, in-app purchase, game, or subscription. Report it through the issuer or bank's fraud channel and secure the related account.
• Non-delivery: You paid for an ebook, software license, game key, or SaaS service, but the promised product or access was never provided.
• Not as described or unusable: The product lacks a specifically advertised feature, won't perform as promised, or is incompatible with a device despite a stated compatibility claim. Save the promise and show the actual failure.
• Duplicate or incorrect charge: The same item was billed twice, the amount differs from the receipt, or a recurring subscription charged after you canceled it.
• Access failure after payment: The seller charged you but disabled the account, failed to provision access, or supplied an invalid activation link or key.

These facts don't guarantee a chargeback. A technical bug could be the seller's problem, but it could also result from a device, internet connection, or account setting. Try reasonable troubleshooting and record what you did. A general change-of-mind complaint is usually better handled through the seller's refund policy.

A "no refunds on digital downloads" term may affect a voluntary return. It doesn't by itself establish that an authorized charge was valid, that access was delivered, or that a specific advertised promise was fulfilled. Describe the facts and let the payment provider decide which rule applies.

Evidence to collect before filing

Save the records before the product page, account, or support history changes. Depending on the problem, collect:

1. The statement showing the merchant, transaction date, and amount.
2. The receipt, order number, license details, and product description shown at purchase.
3. Screenshots of failed downloads, invalid keys, error messages, missing access, or missing features.
4. Emails about delivery, cancellation, renewal, account suspension, or promised support.
5. The refund policy and terms displayed when you purchased or subscribed.
6. Support conversations, including dates, responses, and any refund offer.
7. A short timeline covering the purchase, delivery attempt, problem, and refund request.
8. For an unauthorized transaction, account-security notices, password-change records, and evidence that you reported the payment promptly.

Keep the original files and submit copies. Redact unrelated card numbers, passwords, authentication codes, and other sensitive information. Don't edit screenshots, and don't describe an approved purchase as unauthorized simply because you later regretted it.

Free refund request template for the seller

For a missing download, defective software, or subscription error, contacting the seller can be quicker than starting a payment dispute. It also creates a record of your request. Don't wait for a seller response before reporting an unauthorized payment to your bank or card issuer.

Subject: Refund request for [digital product] - Order [order number]

Hello [Seller or Support Team],

I purchased [product or subscription] on [date] for [$amount]. The order or transaction number is [number].

The problem is:
[Explain exactly what was promised and what happened. For example:
"The download link returns an error and I have not received a usable copy."
"The subscription was canceled on [date], but I was charged again on [date]."
"The activation key supplied on [date] is invalid."]

I tried the following steps: [briefly describe troubleshooting or account checks].
I contacted support on [date], and the response was [summarize the response or say that no response was received].

Please provide [a full refund, corrected access, or another specific remedy] for this transaction. I have attached [receipt, screenshots, and relevant correspondence].

Please confirm the outcome in writing.

Thank you,

[Your name]
[Email or account ID]

U.S. credit-card chargeback letter template

The 60-day procedure below is the U.S. Fair Credit Billing Act written billing-error process. Send the letter to the issuer's billing inquiries address shown on your statement. That address may be different from the payment address.

The letter must reach the issuer within 60 days after the first statement containing the error. If you changed your address, FTC guidance says the issuer must have received your written change-of-address notice at least 20 days before the billing period ended for this procedure.

You may also use the issuer's online dispute tool. If you want to preserve the federal written-notice procedure, don't assume that an app submission alone is enough. Keep a copy of the letter, attachments, and delivery confirmation.

[Your full name]
[Your mailing address]
[City, State, ZIP code]
[Email address]
[Phone number]
[Date]

[Credit-card issuer]
Billing Inquiries Department
[Billing inquiries address printed on your statement]

Re: Billing error dispute for [merchant], [transaction date], [$amount]
Account ending in [last four digits]

Dear Billing Inquiries Department:

I am writing to dispute a billing error on my credit-card account under the Fair Credit Billing Act.

Transaction details:
Merchant: [merchant name]
Transaction date: [date]
Amount: [$amount]
Order or transaction number: [number, if available]

Reason for dispute:
[Choose the accurate description and remove the others.]

- I did not authorize this transaction.
- I paid for [digital product or service], but it was not delivered or access was not provided as agreed.
- The digital product was not as described because [specific promised feature or condition that failed].
- I was charged twice or charged the wrong amount.
- I canceled [subscription] on [date], but was charged again on [date].

Details:
[Give a short chronological explanation. Include what the seller promised, what happened, when you contacted the seller, and the response.]

I request that you investigate this billing error and credit my account for the disputed amount of [$amount]. I am paying or will pay all undisputed charges on my account.

Enclosures:
- Copy of the statement with the transaction identified
- Receipt or order confirmation
- Screenshots or technical records
- Seller correspondence and refund request
- [Other relevant evidence]

Please acknowledge receipt of this dispute and send me the written result of your investigation.

Sincerely,

[Your name]
[Account ending in last four digits]

The FTC says the issuer must acknowledge a written billing-error complaint within 30 days unless it has already resolved the issue. It must resolve the dispute within two billing cycles, but no later than 90 days after receiving the complaint.

During the investigation, the FTC says you generally don't have to pay the disputed amount or related finance charges. Continue paying the undisputed balance and follow the instructions on your statements. If the transaction is unauthorized, call the issuer immediately as well as sending the letter. Ask whether the card, account, or related login should be secured.

PayPal dispute statement template

PayPal uses its own Resolution Center and Buyer Protection terms, not the FCBA letter procedure. Open a case through PayPal and choose the most accurate reason available. Eligibility for a digital item, subscription, or virtual product depends on the transaction and the current PayPal U.S. Purchase Protection terms.

I am opening a dispute for this PayPal transaction.

PayPal transaction ID: [ID]
Payment date: [date]
Merchant: [name]
Amount: [$amount]
Product or service: [description]

Reason:
[The digital item was not received, access was not provided, the item was significantly not as described, or another accurate reason.]

Timeline:
- I placed the order on [date].
- The seller promised [delivery or feature].
- What actually happened was [specific facts].
- I contacted the seller on [date] and received [response or no response].

Evidence attached:
[Receipt, product listing, screenshots, delivery records, cancellation confirmation, and correspondence.]

I request a refund or other remedy if this transaction qualifies under the applicable PayPal terms. I certify that the information above is accurate.

[Your name]

PayPal's U.S. terms list an applicable deadline that can include 30 days from delivery or fulfillment and 180 days from the payment date, whichever is sooner. Check the current terms and the case screen because the category selected for the transaction matters.

If you already opened a PayPal case, don't file a second claim with the card issuer for the same loss without understanding the applicable rules. A double recovery can create a separate problem.

Steam game and software purchases

For games and software applications bought through the Steam store, Steam says its standard refund offer applies when the request is made within two weeks of purchase and the product has less than two hours of playtime. Read the current Steam refund policy before treating a payment dispute as the first option.

Steam also says:

• A pre-purchased title that isn't playable before release can be refunded any time before release. The standard 14-day and two-hour period begins on the release date.
• An unused renewable subscription may be eligible for a refund within 48 hours of the initial purchase or an automatic renewal.
• Some payment methods available through Steam may not return funds to the original payment method.

Use Steam's refund process for an ordinary change of mind or gameplay complaint. If someone else used your account or card without permission, secure the Steam account and contact the bank, card issuer, or payment provider through its fraud process.

A code bought from a separate key reseller is a transaction with that reseller. It isn't automatically a Steam-store purchase.

What happens after you submit a dispute

The exact sequence varies by provider, but these are the records and decisions to expect:

1. The provider records the claim. Save the case number, submission date, and copies of every attachment.
2. The seller may respond. The response could include a receipt, delivery record, account-access history, accepted terms, or support messages.
3. The issuer may request more information. Reply by the stated deadline and answer the particular question asked.
4. A temporary credit may change. If the issuer provisionally credits the account, keep the money available until the investigation is final.
5. You receive a written decision. If the dispute is denied, look for the stated reason, identify any factual error, and ask whether reconsideration is available and when a response is due.

An account-access log may show that someone logged in. It doesn't necessarily prove that you authorized the transaction or that a promised feature worked. Explain the difference if that is what the evidence shows.

If a credit-card issuer doesn't acknowledge or resolve a timely written billing-error notice as required, keep the letter, delivery proof, statements, and issuer responses. Ask the issuer for a written explanation and use those records if you pursue an appropriate consumer-finance complaint route.

If the merchant challenges your chargeback

Keep your reply narrow. Address the evidence submitted by the merchant rather than adding unrelated complaints about customer service.

For example, an access log may show a login but not delivery of a working license. A no-refund term may address voluntary returns but not an unauthorized charge, duplicate billing, or a specific failure to provide promised access.

Use this response only when it accurately describes the transaction:

I am responding to the merchant's evidence for transaction [number].

The merchant's evidence shows [for example, an account login on a certain date]. It does not show [for example, delivery of a working license, access after payment, or authorization by me].

The relevant facts are:
- [Fact and date]
- [Fact and date]
- [Fact and date]

Attached are [specific documents] supporting these facts. I request that the dispute be reviewed using the transaction records and the actual issue described above.

[Your name]

Don't exaggerate the defect or claim that a product was never delivered after you downloaded it. If the real problem is that the file was unusable, explain that distinction and attach the error records.

Common mistakes to avoid

• Waiting past the 60-day credit-card written-dispute window while negotiating with the seller.
• Sending an FCBA letter to the ordinary payment address instead of the billing inquiries address.
• Calling an approved purchase "fraud" because the product didn't meet expectations.
• Filing separate PayPal and card-issuer claims for the same transaction.
• Describing a local device or internet problem as a defective digital product without troubleshooting.
• Omitting the cancellation date and confirmation for a recurring SaaS charge.
• Sending full card numbers, passwords, or unrelated personal information.
• Treating a temporary credit as a final decision.
• Writing only "I want a refund" without saying what was promised, what failed, and when you reported it.

Preventing future digital-purchase disputes

A few records saved at the time of purchase can make a later problem easier to explain:

• Save the receipt, product description, refund terms, and subscription price.
• Keep the cancellation confirmation and check the next statement for another renewal.
• Turn on transaction alerts for the card or payment account.
• Use a unique password and multi-factor authentication for game, software, and marketplace accounts.
• Buy activation keys and downloads from the official seller or a clearly identified authorized retailer.
• Keep support conversations in writing and note the date of each response.
• Check the seller name on the statement so you know which company should receive a refund request.

Frequently asked questions

Can I charge back an ebook or software download?

Possibly, if it was unauthorized, not delivered, billed incorrectly, or not provided as described. A simple change of mind usually isn't the same as a billing error. Start with the seller's refund policy and preserve evidence of the specific problem.

Does the 60-day rule apply to debit cards and PayPal?

The 60-day FCBA written-notice process is for U.S. credit-card billing errors. Debit cards and PayPal use different rules and procedures. Contact a debit-card provider promptly, and check PayPal's current terms for the transaction.

Can I dispute a Steam game after two hours of play?

Steam's standard refund policy generally covers games and software applications bought on Steam within two weeks and with less than two hours of playtime. Outside those conditions, you can still ask Steam Support, but approval isn't guaranteed.

Should I contact the seller before my card issuer?

Usually, yes, when the issue is a missing download, defect, or subscription error. For an unauthorized payment, contact the issuer or bank immediately and don't wait for the seller to answer.

What if the merchant says digital sales are final?

Give the issuer the exact facts and supporting records. A final-sale term may affect a voluntary refund request, but it doesn't by itself prove that an unauthorized charge was valid or that the promised access was delivered.

This information covers the U.S. process and is general consumer information, not legal advice. Rules and platform policies can differ outside the United States.

If you're disputing a charge now, save the statement and receipt first, write down the key dates, and use the procedure for the payment method shown on your statement.