How to dispute a Revolut card transaction: a guide to submitting a chargeback request

Have you've been charged for something you didn’t receive? Were the items you received not what you ordered? Were you charged multiple times for the same purchase, or promised a refund that never arrived?

Ideally, every transaction goes exactly as it should. But that may not always be the case. And if the seller can't help you, you might be wondering how to request a chargeback through Revolut.

The good news is: Revolut makes it simple to dispute transactions and request a refund when you need to. You can do it all directly in-app.

A quick summary

In this guide, we'll walk you through the chargeback process and when to use it. Here's a quick summary of what you'll find, but read on for all the details:

• What's a chargeback? It's a way to request a refund for a transaction that wasn't as it seemed, when contacting the seller doesn't work.
• When should I request a chargeback? Always try to resolve any issues with the seller first. If that doesn't work, you can request a chargeback through Revolut for a few scenarios we outline below.
• What should I do before requesting one? Apart from discussing the transaction directly with the seller, prioritise patience and collect any evidence to support your case.
• What's the chargeback process, and what can I expect? You can request a chargeback directly in the Revolut app, under the transaction. Not all disputes will be successful, and it can take up to 12 weeks to be resolved, but we'll support you along the way.

What is a chargeback and when should I request one?

A chargeback is a formal way to dispute a transaction and request your money back. It protects consumers, allowing your bank to reverse a payment in certain situations.

You can consider a chargeback when:

• You were charged for something you didn’t receive
• The goods or services you received aren't as described or are defective
• You have duplicate or multiple charges for the same purchase
• The seller promised to refund you (e.g., for a cancelled purchase), but never did
• You were charged for a subscription after you successfully cancelled it
• An ATM you used didn't dispense cash either fully or partially, but you were still charged

Keep in mind: don't submit a chargeback if you change your mind about a purchase.

What should I do before submitting a chargeback?

Always reach out to the seller first — chargebacks should always be used as a last resort to recover your money.

Resolving a dispute directly with the seller can provide a much faster resolution. Merchants are often willing to process refunds without complications, while chargeback disputes can take weeks or even months to be resolved — and they may not always end in your favour.

When you've tried everything and the seller refuses to issue a refund despite you providing valid reasons, you can turn to a chargeback next. Let's go through what that process looks like.

What are the typical time frames for a chargeback?

As we mentioned earlier, the chargeback process can be lengthy. It can take up to 12 weeks for a dispute to be resolved. This timeframe differs from case to case and is influenced by Visa and Mastercard rules that play a pivotal role in the decision process.

Up to 85% of disputes are resolved within 5 weeks, while complex cases may take up to 12 weeks.

Once the chargeback is raised, the merchant will review it and decide to accept or dispute the request. If they accept it, you'll receive a refund. If they dispute it, the process will continue as the seller collects an argument against your chargeback.

You can learn more in our Help Centre article on the dispute process and timelines.

Steps to take before raising a chargeback

To avoid delays or unsuccessful claims, follow these tips first:

• Contact the seller directly: most sellers will try to help you resolve issues quickly.
• Wait for a reply: give them at least 7 days to respond.
• Don’t submit a chargeback too early: delivery delays are common. Wait until the estimated delivery window has passed.
• Handle subscriptions directly: If you’re being billed repeatedly, try cancelling via the seller first.

If you see an unexpected charge:

• Check for subscriptions: you may have signed up unintentionally.
• Review the transaction details: tap the transaction in the app to see more context.
• Ask your friends or family: never share your card or account details with anyone else. But it may be worth asking to see if anyone else you know was responsible for this charge.
• Never share security info: Revolut will never ask for your PIN or access codes, regardless of circumstances.

How to request a chargeback with Revolut — follow these steps

Revolut has redesigned its chargeback system to be fully in-app — making it easier and faster for you to raise a dispute when you need to.

Here’s how:

1. Go to your app's home screen
2. Under the list of transactions, tap See all to open the full list
3. Go to the relevant transaction, and tap on it
4. Scroll down, tap Get help,and choose the scenario that fits best
5. If eligible, tap Raise a dispute and follow the instructions

You may be asked for documents like emails, screenshots, or shipping confirmations to support your claim. You can track the progress of the chargeback by going to the transaction in-app.

You can visit our Help Centre article on disputing a card payment to learn more about the process.

What happens after I submit a chargeback?

Once you've submitted a chargeback with us:

1. We reach out to the acquiring bank, and the bank contacts the seller.
2. The seller can accept or dispute the chargeback — if they dispute it, they're required to share evidence with the acquiring bank to support their claim.
3. The acquiring bank reviews the seller's response and any evidence they've submitted.
4. The acquiring bank lets us know whether they'll accept your chargeback claim or dispute it on behalf of the seller — if they choose to fight your claim, we may ask you for more information.
5. After an ongoing review process, Revolut or the acquiring bank will accept the other's response to reach an outcome — we'll let you know if your claim has been successful or not.

If your claim is successful, you'll receive a refund.

Summing it up — when to use a chargeback

Revolut’s chargeback process is there to protect you. But it’s important to follow the right steps. Start by speaking with the seller, gather your evidence, and use the app to raise a dispute.

If you're unsure, our support team and dedicated chargeback specialists are available 24/7 via the in-app chat. Learn more about how to reach out to Revolut Support.