Card chargebacks from overseas buyers: how long can buyers dispute, and how many days do sellers have to respond?
There is no single number of days for every card and payment method; the deadline in your acquirer's or payment provider's notice is the one that counts. Official public statements: Visa's UK consumer page tells cardholders to raise a chargeback within 120 days of purchase; PayPal's developer documentation says that in PayPal's own internal dispute process buyers can open a dispute within 180 days of the payment date (this is PayPal's process, not a card-network chargeback deadline). For sellers, Stripe says the response window is usually 7 to 21 days depending on the card network, and if you don't respond in time you automatically lose; Mastercard's merchant guidance says the deadline is typically 20 to 45 days after the merchant is notified, and the whole process can take up to 120 days. Visa's merchant guide says it does not replace the Visa Rules, your merchant agreement or your acquirer's advice.
- Applies to
- Chinese sellers taking payments from overseas buyers by card, Stripe or PayPal.
Deadlines in official sources
| Source | What it says | Link |
|---|---|---|
| Visa (UK consumer page) | Make a chargeback claim within 120 days of purchase | Visa UK |
| Visa merchant dispute guide | The guide does not replace the Visa Rules, your merchant agreement or consultation with your acquirer | Visa dispute management guidelines |
| Mastercard merchant guidance (2024) | Acquirer timeframes average 10–35 days; the deadline is typically 20–45 days after the merchant is notified; the whole process can take up to 120 days | Mastercard; full rules in the Chargeback Guide |
| Stripe | A limited window to respond, usually 7–21 days depending on the network; no response by the deadline means you lose; the bank's decision can take up to 3 months | Stripe docs |
| PayPal internal disputes (developer docs) | Buyers have 180 days from payment to dispute; up to 20 days for amicable resolution; if either party escalates to a claim, PayPal reviews the evidence, with a stated ten-day adjudication period. Escalation is not automatic on day 20, and ten days is not a guarantee; check your account terms and the case notice | PayPal developer docs |
What you can do yourself
- When a chargeback or dispute notice arrives, read the deadline in the notice and put it in your calendar; don't rely on "typical" numbers online.
- Gather evidence for the reason given: the order, shipping and delivery records (tracking number and history), screenshots of the product page, messages with the buyer, and any refund records.
- Submit before the deadline through the channel the notice specifies and keep the receipt; don't just reply to a notice email that isn't named as a submission channel.
- Prevent disputes: describe products accurately, ship with tracking and proof of delivery, and state your refund policy clearly.
When to use a licensed professional
- For large amounts, or if your acquirer freezes funds or ends your merchant agreement, talk to a lawyer who knows payments.
- If you suspect a wave of fraudulent chargebacks, contact your acquirer's risk team and, if needed, the police.
Check before you pay, and warning signs
- "Chargeback representment" services: ask whether they draft evidence or log in for you, and whether they charge a flat fee or a share of what is recovered. Never hand over your password.
- "100% win rate" promises are a warning sign: card disputes go through the bank and card-network process, and PayPal internal claims are decided by PayPal.
Unknowns
- A single Visa "merchant response days" figure: no official page found; Visa's guide tells merchants to ask their acquirer.
- A 2016 Visa dispute-process note lists pre-arbitration (30 days) and arbitration (10 days) timeframes; it is old and not used here as current.
- PayPal's merchant help centre page: only the developer documentation was checked.
- American Express, UnionPay and other networks: not checked.
Contact us