Why is there a charge on my card I do not recognise?

It is often a store trading under a different name from the site you bought on. Check your email receipts first, then contact the seller before your bank.

Can I win a chargeback on a digital product?

Sometimes, with evidence of delivery and terms shown clearly at checkout. It is harder than for physical goods because there is no tracking number.

How do I stop chargebacks?

Use a recognisable name on the charge, describe the product honestly, reply to messages fast, and give a refund when the complaint is fair.

Does the platform handle disputes for me?

Most will file a response using the evidence you supply. Gathering that evidence is still your job, and the deadlines are short.

What chargeback rate is dangerous?

Processors act on a small share of transactions. Treat even a couple as a warning worth investigating rather than bad luck.

What is a chargeback and how do I avoid one?

Updated 17 September 2026

What it is

A chargeback is when a buyer asks their bank to reverse a payment instead of asking you for a refund. The bank pulls the money back and usually adds a fee. You can contest it, but you must prove delivery, and the process takes weeks. Too many can get your account restricted.

It is the expensive version of a complaint you could have handled yourself.

Why they matter more than refunds

You lose the sale, you lose the processing fee, and you usually pay a dispute fee as well.

The account damage matters more than the money. Restrictions can stop you selling at all.

The main causes

The buyer did not recognise the charge on their statement. The product was not what they expected. Or you refused a refund they thought was fair.

The first is the most common and the easiest to fix: use a clear, recognisable name on the charge.

Prevention

Describe the product accurately, answer messages quickly, and refund when the complaint is reasonable.

Keep proof of delivery — a download record, a timestamp, a message log. It is what wins a dispute.

FAQ

Questions, answered straight.

What is a chargeback?: A payment reversal the buyer requests through their bank rather than through you. The money is taken back from your balance, normally with a fee attached.
Why is there a charge on my card I do not recognise?: It is often a store trading under a different name from the site you bought on. Check your email receipts first, then contact the seller before your bank.
Can I win a chargeback on a digital product?: Sometimes, with evidence of delivery and terms shown clearly at checkout. It is harder than for physical goods because there is no tracking number.
How do I stop chargebacks?: Use a recognisable name on the charge, describe the product honestly, reply to messages fast, and give a refund when the complaint is fair.
Does the platform handle disputes for me?: Most will file a response using the evidence you supply. Gathering that evidence is still your job, and the deadlines are short.
What chargeback rate is dangerous?: Processors act on a small share of transactions. Treat even a couple as a warning worth investigating rather than bad luck.

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