This is different from fraud — you know who you paid, you just didn't get what you ordered. A credit card chargeback is usually faster than any complaint process, but only if you act before the deadline.
Three Steps, In Order
1. Contact the merchant first, in writing
Email or message the seller describing the problem and what you want (refund, replacement, or partial credit). Keep the message — most card issuers ask for proof you tried this before they'll open a chargeback.
2. Request a chargeback from your card issuer
Call the number on the back of your card and ask specifically for a "chargeback" or "dispute" for goods not received or significantly not as described. Do this within roughly 90–120 days of the transaction — the exact window depends on your card network and issuer, so don't wait.
Paid by Interac Debit? There's no equivalent formal chargeback system — go to step 3 instead.
3. File with your provincial consumer protection office
If the merchant won't cooperate and a chargeback isn't available or was denied, your province's consumer protection office can investigate the business, especially if it's Canadian-based.
Provincial Consumer Protection Offices
Where ComplaintCA Fits
ComplaintCA helps draft the merchant message and the consumer protection complaint if a chargeback isn't available or doesn't resolve things, and Asya can tell you which route fits your specific payment method.
Not sure if you need a chargeback or a complaint? Ask Asya first.
Start with Asya Now →Frequently Asked
What is a chargeback?
A reversal of a credit card charge requested through your card issuer, used when goods never arrived or weren't as described.
How long do I have to file a chargeback?
Often 90–120 days from the transaction, depending on your card network and issuer — don't wait to find out.
Does debit have chargeback protection too?
Interac Debit doesn't have the same formal system. Contact the merchant, your provincial consumer office, or consider small claims for larger amounts.
Should I contact the merchant or my bank first?
The merchant first, in writing — most issuers require proof you tried to resolve it directly.
What if it's a scam, not just a bad experience?
Also report it to the Canadian Anti-Fraud Centre at 1-888-495-8501, in addition to requesting a chargeback. See ComplaintCA's guide on how to report a scam or fraud in Canada for the complete reporting order.
What is ComplaintCA?
A Canadian civic platform that drafts complaints and chargeback requests with AI in 7 languages and identifies the right provincial office for unresolved disputes.
Sources & Verification
This guide is maintained by ComplaintCA and checked against the official sources linked throughout, including:
Learn more about how ComplaintCA verifies information on our About page.