Card and bank billing
Merchant — refund demand
Demand a refund directly from the trader before involving the bank. Card issuers and ADR schemes generally expect this step first.
billing.merchant-refund-demand8 languages14-day reply window
What it actually says.
Rendered live from invented facts: A charge of USD 340 that the cardholder did not authorise, reported within the statutory window. The claimant is fictional and the figures are illustrative — your own claim produces its own numbers and its own citations.
The authority in the preview
It cites the article, not the act.
A document has to name the provision it relies on or it gets filed. These are the citations the sample evaluation put into the letter above; a real claim substitutes the ones its own regimes produced.
- 15 U.S.C. § 1666Fair Credit Billing Act§ 1666(a)
- 12 C.F.R. § 1026.13Regulation Z§ 1026.13(c)
Where it comes from
The laws that can produce this document.
A rule module declares the documents its evaluation can render into. These are the regimes in the current catalogue that offer this one — each with its own citations, deadlines and escalation ladder.
Card scheme chargeback rules (Visa, Mastercard, American Express, Discover)SCHEMESupranational — party states varyVisa Core Rules and Visa Product and Service RulesConfidence: mediumNorway — Financial Contracts Act 2020 and FinansklagenemndaNONational — NorwayLov om finansavtaler (finansavtaleloven), LOV-2020-12-18-146Confidence: mediumRussia — Federal Law 161-FZ on the National Payment System and the financial ombudsmanRUNational — RussiaФедеральный закон от 27.06.2011 № 161-ФЗ «О национальной платежной системе», ст. 9Confidence: mediumSwitzerland — Financial Services Act ombudsman affiliation and the Swiss Banking OmbudsmanCHNational — SwitzerlandFinancial Services Act (FinSA / FIDLEG), SR 950.1Confidence: mediumTürkiye — Bank Cards and Credit Cards Law No. 5464 and the Consumer Arbitration CommitteesTRNational — TürkiyeBanka Kartları ve Kredi Kartları Kanunu No. 5464Confidence: mediumConsumer Credit Act 1974 s.75 (and s.75A) — creditor joint and several liabilityGBNational — United KingdomConsumer Credit Act 1974, s.75Confidence: highCanada — payment card codes of conduct, provincial consumer protection and OBSICANational — CanadaCode of Conduct for the Payment Card Industry in CanadaConfidence: mediumFair Credit Billing Act (Regulation Z billing-error resolution and claims-and-defences)USNational — United StatesFair Credit Billing Act, 15 U.S.C. § 1666Confidence: highArgentina — Ley 24.240 de Defensa del Consumidor and the BCRA financial-user regimeARNational — ArgentinaLey 24.240 de Defensa del ConsumidorConfidence: lowBrazil — Código de Defesa do Consumidor (right of regret and double refund of undue charges)BRNational — BrazilCódigo de Defesa do Consumidor, art. 49Confidence: mediumChile — Ley 20.009 fraud reimbursement and SERNAC FinancieroCLNational — ChileLey 20.009, as amended by Ley 21.234Confidence: mediumColombia — Defensor del Consumidor Financiero and the Superintendencia FinancieraCONational — ColombiaLey 1328 de 2009 — Régimen de Protección al Consumidor FinancieroConfidence: mediumMexico — CONDUSEF conciliation under the Ley de Protección y Defensa al Usuario de Servicios FinancierosMXNational — MexicoLey de Protección y Defensa al Usuario de Servicios FinancierosConfidence: mediumPeru — INDECOPI, the Libro de Reclamaciones and SBS market-conduct rulesPENational — PeruLey 29571 — Código de Protección y Defensa del ConsumidorConfidence: mediumEgypt — Central Bank Law 194 of 2020 and the Consumer Protection AgencyEGNational — EgyptLaw No. 194 of 2020 — Central Bank and Banking Sector Law (Egypt)Confidence: lowKenya — Central Bank of Kenya banking supervision and the Consumer Protection Act 2012KENational — KenyaConsumer Protection Act, No. 46 of 2012 (Kenya)Confidence: lowNigeria — CBN Consumer Protection Regulations and the mandatory complaint timetableNGNational — NigeriaCentral Bank of Nigeria Consumer Protection Regulations 2019Confidence: mediumSouth Africa — National Credit Act and the National Financial Ombud SchemeZANational — South AfricaNational Credit Act 34 of 2005Confidence: mediumIsrael — Banking (Service to Customer) Law and the Debit Cards LawILNational — Israelחוק כרטיסי חיוב, התשמ"ו-1986 (Debit Cards Law, 5746-1986)Confidence: mediumQatar — Qatar Central Bank consumer protection instructionsQANational — QatarLaw No. 13 of 2012 on the Qatar Central Bank and the Regulation of Financial InstitutionsConfidence: lowSaudi Arabia — SAMA banking consumer protection principles and the banking disputes committeeSANational — Saudi ArabiaBanking Consumer Protection Principles, Saudi Central Bank (SAMA)Confidence: lowUnited Arab Emirates — Central Bank Consumer Protection Regulation and SanadakAENational — United Arab EmiratesConsumer Protection Regulation, Central Bank of the UAE (Circular No. 8/2020)Confidence: mediumHong Kong — HKMA Code of Banking Practice and the Financial Dispute Resolution CentreHKNational — Hong Kong SAR ChinaCode of Banking Practice (Hong Kong)Confidence: mediumIndonesia — OJK consumer protection regulation and LAPS SJKIDNational — IndonesiaPOJK No. 22 Tahun 2023 tentang Pelindungan Konsumen dan Masyarakat di Sektor Jasa KeuanganConfidence: mediumJapan — Installment Sales Act connection of defences and Specified Commercial Transactions ActJPNational — Japan割賦販売法 第30条の4 (Installment Sales Act, art. 30-4)Confidence: mediumMalaysia — Financial Services Act 2013 and the Ombudsman for Financial ServicesMYNational — MalaysiaFinancial Services Act 2013 (Act 758), Schedule 7Confidence: lowChina — payment services supervision and UnionPay card dispute rulesCNNational — China非银行支付机构监督管理条例 (Regulations on the Supervision and Administration of Non-bank Payment Institutions), State Council Decree No. 768Confidence: lowPhilippines — Financial Products and Services Consumer Protection Act (RA 11765) and BSP adjudicationPHNational — PhilippinesRepublic Act No. 11765 — Financial Products and Services Consumer Protection ActConfidence: mediumSouth Korea — Specialized Credit Finance Business Act right to refuse instalment paymentKRNational — South Korea여신전문금융업법 (Specialized Credit Finance Business Act), Art. 16-2Confidence: mediumSingapore — MAS E-Payments User Protection Guidelines and the Shared Responsibility FrameworkSGNational — SingaporeMAS E-Payments User Protection Guidelines (PSN07)Confidence: mediumTaiwan — Financial Consumer Protection Act and the Financial Ombudsman InstitutionTWNational — Taiwan金融消費者保護法 (Financial Consumer Protection Act)Confidence: lowThailand — Bank of Thailand market-conduct rules and the Financial Consumer Protection CentreTHNational — ThailandFinancial Institutions Businesses Act B.E. 2551 (2008)Confidence: lowVietnam — State Bank of Vietnam bank card circular and the Consumer Rights Protection Law 2023VNNational — VietnamThông tư 19/2016/TT-NHNN về hoạt động thẻ ngân hàngConfidence: lowAustralia — ePayments Code and Australian Consumer LawAUNational — AustraliaePayments Code (ASIC), Chapter CConfidence: mediumNew Zealand — Fair Trading Act and the mandatory financial dispute resolution schemesNZNational — New ZealandFinancial Service Providers (Registration and Dispute Resolution) Act 2008Confidence: medium
The rest of the sequence
Documents are written to be worked through in order: the opening demand, then the answer to whatever they refuse with, then the escalation. Sending the last one first usually costs you the first two.
Credit card — billing error disputeThe formal written dispute. It must reach the creditor’s designated billing-inquiries address — not the payment address — within the statutory window, or the protections do not apply.billing.fcba-dispute8 languages30-day reply windowDebit card — electronic transfer error noticeNotice of an unauthorised or erroneous electronic transfer. Reporting speed determines how much of the loss you bear, so this letter records the date.billing.rege-error-notice8 languages10-day reply windowCard — chargeback requestAsk your card issuer to reverse the transaction under the card scheme rules. This is a contractual route, separate from any statutory right, and both can often be pursued.billing.chargeback-request8 languages14-day reply windowCredit card — claim against the card providerClaim against the card provider directly, on the basis that it is jointly liable with the supplier. This survives the supplier going out of business, which is when it matters most.billing.s75-claim8 languages28-day reply windowPayment — unauthorised transaction noticeReport an unauthorised payment. The default position is a refund by the end of the next business day, with the burden on the provider to prove the payment was authorised.billing.psd2-unauthorised8 languages1-day reply window
You send it
Fill in your own facts and this letter writes itself.
The claim wizard produces this document with your figures, your citations and your deadline already in it. You still print it, sign it and post it yourself — that part is not delegable and we would not take it if it were.
Duesday is not a law firm and does not provide legal advice. This document is an editable template assembled from publicly available law. You are responsible for checking that the facts and the law stated are correct for your situation, and you send it yourself in your own name. Nothing here creates a solicitor–client or attorney–client relationship, and no outcome is promised.