A "goods not received" chargeback isn't automatic just because you ask for one — Australian banks want a specific evidence package, and the window to lodge it is tighter than most people assume.
Which Cards Qualify
When a merchant refuses to refund a lost or undelivered order, Australian consumers can pursue a chargeback through their card issuer — CBA, Westpac, ANZ, NAB, Macquarie, and others — for purchases made with Visa, Mastercard, American Express, or debit cards processed through the EFTPOS network. This is claimed under a "goods or services not received" dispute reason.
The Time Limit Is Tighter Than You Might Expect
Chargeback requests generally need to be lodged within 120 calendar days, typically counted from the expected delivery date or the transaction date depending on the specific network and circumstances. This window is meaningfully shorter than the multi-year period people sometimes assume applies to card disputes — don't wait months hoping the seller will eventually resolve things before lodging a dispute if the deadline is approaching.
What Your Bank Will Ask For
To approve a chargeback and reverse the charge against the merchant, your card issuer typically requires:
- A copy of your purchase invoice showing the confirmed delivery address.
- Email correspondence with the merchant showing you raised the issue and either received a refusal or no response.
- Tracking records showing the parcel never reached its destination, or was declared lost by the carrier.
Submitting a chargeback request without first attempting to resolve the issue directly with the merchant is often treated less favorably — banks generally expect to see that you gave the seller a genuine opportunity to fix the problem first.
Building Your Case Before You Need It
- Contact the merchant in writing first, and keep every message — this becomes your evidence of a good-faith attempt to resolve it directly.
- Save your original invoice with the delivery address clearly shown.
- Screenshot the tracking history, particularly if it shows no movement for an extended period or a declared loss.
- Note the expected delivery date specifically — this is likely what your 120-day window counts from.
- If your bank declines a chargeback you believe is valid, you can escalate to the Australian Financial Complaints Authority (AFCA).
Related Kibbo Tools
Sources
- Moneysmart.gov.au (ASIC) — Unauthorised and mistaken transactions. moneysmart.gov.au
- Australian Banking Association — Banking Code of Practice. ausbanking.org.au