Background: The Dispute

This case study illustrates a common but instructive chargeback scenario: a consumer places an order with an online retailer, the item never arrives, the merchant becomes unresponsive, and a chargeback is ultimately filed and won. The names and specific figures have been generalized to illustrate the process rather than represent a single specific case.

Transaction details:

  • Purchase: Electronics accessory from a third-party online retailer
  • Amount: Approximately $180
  • Payment method: Visa credit card
  • Dispute reason: Item not received

Timeline of Events

Day 1 — Purchase Made

The consumer ordered an item online. The merchant's website promised delivery within 7–10 business days and provided an order confirmation via email. No tracking number was provided at checkout.

Day 14 — Item Not Received

Two weeks passed with no delivery and no tracking information. The consumer emailed the merchant's support address requesting an update.

Day 19 — No Response from Merchant

The merchant did not respond to the email. The consumer attempted to call the phone number listed on the website, which rang without answer. A second email was sent.

Day 23 — Second Contact Attempt

Still no response. The consumer checked the merchant's website and noticed it had been taken down. They searched for the business name online and found multiple reports from other customers citing similar non-delivery issues.

Day 24 — Chargeback Filed

The consumer contacted their Visa credit card issuer and filed a dispute under reason code 13.1 (Merchandise/Services Not Received). Documents submitted included:

  • Order confirmation email
  • Screenshots of the merchant's now-offline website (taken before it went down)
  • Copies of both unanswered email attempts
  • Screenshots of online reports from other affected customers

The Dispute Process

Bank Response

The issuing bank acknowledged the dispute within 5 business days and issued a provisional credit of $180 to the consumer's account. The bank notified the merchant's acquiring bank of the chargeback and gave the merchant 30 days to respond.

Merchant Response (or Lack Thereof)

The merchant did not submit a rebuttal within the allotted window. In cases where merchants are fraudulent operations or have gone out of business, this is common. The absence of a merchant response is typically treated as acceptance of the chargeback.

Resolution

After the merchant's response window closed, the bank resolved the dispute in the consumer's favor. The provisional credit of $180 was made permanent within 45 days of the initial filing.

Key Lessons From This Case

Documentation Was Critical

The consumer's practice of screenshotting the merchant's website before it went offline proved invaluable. Once the site disappeared, there was no other way to document what was promised. Always capture evidence at the time of purchase, not after a problem arises.

Acting Quickly Matters

The consumer filed within 24 days of the transaction. Visa allows up to 120 days, but earlier filing meant:

  • Evidence was fresh and easily retrievable
  • Bank statements were current and clearly showed the charge
  • The resolution came faster

Multiple Contact Attempts Strengthen Your Claim

The two documented email attempts showed the bank that the consumer made a genuine good-faith effort to resolve the matter before escalating. This is one of the first things banks and card networks look for.

Third-Party Evidence Can Help

Online reports from other consumers experiencing the same problem helped establish a pattern of fraudulent behavior, adding credibility to the dispute.

What Would Have Weakened This Claim?

  • Waiting beyond 60–90 days to file (evidence harder to gather)
  • No written communication with the merchant prior to dispute
  • Filing for the wrong reason code (e.g., claiming fraud vs. non-delivery)
  • Missing bank requests for additional documentation