I) Snapshot: What a “chargeback” is—and when you can use it

A chargeback is a network-driven reversal of a card transaction (credit or debit) initiated through your issuing bank against the merchant’s acquiring bank under card-network rules (e.g., Visa/Mastercard/Amex). It’s different from a refund (merchant-initiated) and different from a bank transfer recall (PESONet/Instapay), which is not a true chargeback. In online purchase scams, chargebacks are usually available for unauthorized use, goods/services not received, not as described/counterfeit, duplicate billing, or canceled recurring charges.

Because time limits are strict and evidence-driven, act immediately and preserve complete documentation.

II) Your legal/regulatory backdrop (plain English)

Financial Consumer Protection (FCP) laws and BSP rules require banks and payment providers in the Philippines to have clear dispute processes, treat you fairly, and investigate complaints within reasonable timelines.
E-Commerce and civil law principles prohibit unfair or deceptive acts in online sales; victims can sue for rescission and damages.
Cybercrime/estafa laws can apply if a seller defrauds you; filing a police/NBI report strengthens your chargeback.
Data privacy rules protect your personal/transaction data during disputes.

(You don’t need to cite statutes in your letter; your bank knows the framework. Focus on facts and network categories.)

III) Which rail did you use? (Your options by payment type)

A) Credit card (Philippine-issued)

Best chargeback leverage. You can dispute under network reason codes such as:

Fraud/Unauthorized (card-not-present; stolen credentials even if OTP was used under social engineering).
Services/Goods Not Received (merchant ghosted; shipment never arrived).
Not as Described/Counterfeit (significant misrepresentation).
Processing errors (duplicate charge, wrong amount/currency).
Recurring transaction canceled (merchant kept billing).

Typical windows: file as soon as possible. Many cases allow up to 120 calendar days from transaction date or expected delivery date—but don’t risk it; file within 30 days of statement.

What to expect:

Issuer may place a temporary credit while investigating.
Issuer files a chargeback to the acquirer; merchant may represent with evidence; there can be pre-arbitration/arbitration rounds.
Keep responding to your bank’s requests on time—silence kills good cases.

B) Debit card (Philippine-issued, ran as Visa/Mastercard)

Still eligible for chargebacks through the card network if the transaction was processed on the scheme rails (not via pure ATM/PIN domestic switch). Timelines and reason codes are similar to credit cards, but provisional credit practices vary by bank.

C) Bank transfer (PESONet/Instapay)

Not a card chargeback. You can ask your bank for a recall/return-of-funds request, which requires the recipient bank and recipient to cooperate. Success rates drop fast once funds are withdrawn or moved. File immediately and attach your fraud report.

D) E-wallet to e-wallet

Use the wallet’s dispute channel. True “chargeback” applies only if the wallet transaction ultimately rode card rails (e.g., you funded via card and the wallet can initiate a network dispute). Otherwise you rely on the wallet’s internal reversal policy, regulator escalation, and law-enforcement.

E) Crypto

On-chain transfers are irreversible. Your paths are exchange freezes (if funds touched a KYC’d exchange), law-enforcement tracing, and civil asset freeze/attachment—not chargeback.

IV) Evidence kit that wins disputes

Prepare a chronological bundle:

Proof of purchase & payment: order confirmation, receipts, bank SMS/email, statement line items, authorization codes/ARNs.
Merchant claim: product page screenshots, T&Cs, “guarantees,” delivery timeframe.
Non-delivery: tracking pages, courier emails, or a written demand where the merchant admits/ignores failure.
Misrepresentation: side-by-side photos, unboxing video, expert note (e.g., counterfeit indicator).
Fraud indicators: phishing chats, spoofed pages, fake checkout, social-engineering logs, police/NBI acknowledgment.
Communication trail: date-stamped emails/chats showing attempts to resolve/refund.
Your identity and device logs if asked (to show you were not the one who authorized, or to show you acted in good faith).

V) Step-by-step: How to launch and carry a chargeback

Freeze the damage immediately
- Lock the card (app/phone) and request a replacement if credentials were compromised.
- For bank transfers, request a recall and notify the recipient bank through yours.
File a dispute with your issuer (phone + written)
- Do it within days, not weeks. Ask for a case/reference number and the expected next steps.
- Specify reason code category (fraud, non-receipt, not as described, etc.).
Send a complete evidence pack
- Label exhibits Annex A, B, C…; write a one-page narrative linking each annex to the reason code.
- If non-delivery, state a clear expected delivery date; the 120-day clock often runs from there.
Cooperate with follow-ups
- Respond within the bank’s deadlines (often 3–7 days). Missed replies = weakened case.
- If the merchant represents with weak evidence, ask your issuer to rebut (pre-arb) with specific counter-proof.
Escalate if stonewalled
- Use your bank’s Consumer Assistance Mechanism (CAM) / complaints unit.
- If unresolved, elevate to the regulator’s consumer protection channel with your file and the bank’s responses.
Parallel tracks (boosts success odds)
- Police/NBI cybercrime report (attach acknowledgment to your bank).
- Platform complaint (marketplace/app store/social media) for takedown and potential platform refunds.
- Courier affidavit (if they confirm no delivery).
- Civil demand letter to the merchant; consider small-claims if local.

VI) Special situations (how banks and networks view them)

OTP/3-D Secure was used: Not fatal. If you were social-engineered (fake checkout, merchant misrepresentation) or the transaction is merchandise-related, dispute under non-delivery/misrepresentation rather than pure “fraud.”
Partial delivery/partial refund: You can seek a partial chargeback for the undelivered/defective portion.
Marketplace vs. off-platform chat: If the seller pushed you to pay outside the platform (bank transfer), your marketplace buyer protection may be void. You still have bank recall (not chargeback) + criminal/civil routes.
Digital goods/services: Provide logs proving non-provision, failed access, or revocation.
Recurring scams (subscription traps): Show cancellation notice and continued billing to invoke canceled recurring codes.

VII) What outcomes look like

Provisional credit while your bank investigates (varies by issuer/policy).
Chargeback posted: your statement shows a reversal (sometimes after weeks).
Merchant representment: a new debit may appear; fight with targeted rebuttal.
Final decision: If you lose internally, you can request issuer escalation within the network’s dispute windows; if still denied, pursue regulatory complaint and civil remedies.

VIII) Civil and criminal backstops (if chargeback isn’t enough)

Criminal: File estafa/cybercrime complaint with PNP-ACG or NBI; ask for subpoenas to banks/e-wallets/couriers and freeze referrals.
Civil: Rescission/damages; small claims for modest amounts (fast track, no lawyer required).
Asset freezes: Apply for preliminary attachment (Rule 57) when you can show fraud—useful against local scammers.
Platform/regulator pressure: Complaints to platform trust & safety, app stores, and sector regulators often force refunds or account holds.

IX) Practical timelines & expectations

File with bank: Immediately; don’t wait for the seller’s “next week” promise.
Bank review: Initial updates in 7–15 business days are common; full resolution may take weeks to a few months depending on representments/arbitration.
Transfers (recall): The first 24–72 hours are critical before funds are fully cashed out.
Law enforcement: Filing early improves chances of account freezes.

X) Do’s & Don’ts (checklist)

☐ Keep all screenshots/URLs of ads and chats.
☐ State a precise expected delivery date for “not received” cases.
☐ Use neutral, factual language and label exhibits.
☐ Report to law enforcement and attach the stub.
☐ Push disputes through the bank’s official portal/email (not just a phone call).

Don’t

☐ Don’t miss bank reply deadlines.
☐ Don’t accept a partial store credit if you want a full reversal—credits can weaken chargeback grounds.
☐ Don’t send originals of evidence; send copies and keep backups.
☐ Don’t be trapped by “OTP = your fault” rhetoric—use the right merchandise reason code when scammed.

XI) Templates you can adapt

1) Dispute Letter to Your Bank (Card Chargeback)

Subject: Chargeback Request – Online Purchase Scam Cardholder: [Full Name], Card No.: [xxxx-xxxx-xxxx-1234] Txn Date/Amount/Currency: [DD MMM YYYY / ₱xx,xxx.xx / PHP] Merchant: [Name/URL], ARN/Auth Code: [if available] Reason Code Category: [Goods Not Received / Not as Described / Fraud-CNP / Canceled Recurring]

I purchased [item/service] from [merchant/URL] with expected delivery on [date]. The merchant [failed to deliver / delivered counterfeit / materially misrepresented the item]. Attached are Annexes A–H (order confirmation, payment proof, product page, my demand emails dated [dates], courier/trackers, photos). I request a chargeback under the appropriate network reason code and temporary credit pending resolution. I also filed a police/NBI report (Annex H). Please confirm my case/reference number and next steps.

2) Bank Transfer Recall Request (PESONet/Instapay)

Subject: Urgent Recall – Fraudulent Transfer Sender: [Name/Account No.] | Recipient: [Name/Bank/Acct No.] Date/Amount: [DD MMM YYYY / ₱xx,xxx.xx] | Reference: [UTR/Ref]

This transfer was induced by online fraud. Please initiate an urgent recall/return of funds and notify the recipient bank under fraud protocols. Attached: transaction receipt, chats, platform report, and police acknowledgment. Kindly provide a ticket number and updates.

XII) FAQs

1) The merchant shipped something worthless to create a tracking ID. Can I still win? Yes—dispute as “not as described/counterfeit” with photos/video and the original product page.

2) I paid via card but through an e-wallet gateway. Who do I contact? Contact your card-issuing bank for the chargeback; also open a case with the wallet for internal action and evidence.

3) OTP was used—am I stuck? No. If you were deceived about the nature of the transaction or the merchant misrepresented the goods/services, you can dispute on merchandise grounds. For true account takeover, file as fraud/unauthorized.

4) The seller offered store credit. Should I accept? Only if you’re satisfied. Accepting credits/refunds can moot the chargeback or reduce your claim.

5) How many disputes can I file? Each problematic transaction is a separate case. File for each; bundle evidence where facts are identical (same scammer).

XIII) Key takeaways

Chargebacks are strongest on card transactions; bank transfers rely on recall and fast action.
File immediately, pick the right reason code, and submit a clean evidence pack.
Use parallel tracks: platform complaint, law-enforcement, and regulator escalation.
Don’t be deterred by OTP/3-D Secure if the problem is non-delivery or misrepresentation—that’s still disputable.
If chargebacks fail or aren’t available, push civil/criminal remedies and asset freezes.

If you share your payment type (card/debit/transfer/e-wallet), dates, amounts, and what the seller promised vs. delivered, I can tailor the exact reason code angle, a document checklist, and a tight one-page narrative to maximize your odds.