Clearpay disputes for merchants: how to respond and win (UK)

You get 13 days to defend a Clearpay dispute on one major processor's route. Clearpay then gets 30 days to decide. Miss your 13 and the case is lost before the 30 even start.

Clearpay disputes for merchants begin when a shopper complains, then can become a chargeback raised within 120 days of payment, cancellation or expected delivery. Responses are due in days, not weeks. Defend with delivery proof, a clear refund record and dated messages, or refund early if the order is small.

Last updated: 9 October 2026. Written by the ChargeFix team.

The 30-second answer (TL;DR)

• Clearpay is the UK name for Afterpay, a buy now, pay later service. Its disputes follow Clearpay's process, which processors describe as distinct from card scheme chargebacks. Your process starts with finding out which processor route your store uses.
• Adyen's documentation says a shopper can start a chargeback directly with Clearpay up to 120 days after the payment, the cancellation or the date they expected the goods. Keep records for at least that long.
• On Adyen's route you have 13 days to defend or accept. On the PPRO route, merchants must respond within 7 business days. The shorter clock is the safer one to plan against.
• Adyen also says Clearpay carries the fraud risk on orders that pass its risk checks. If that holds for your setup, most Clearpay disputes will be about delivery, refunds and cancellations, not stolen identities.
• Refunds are the cheapest fix. A prompt, documented refund ends a Clearpay dispute before it becomes a chargeback, and a slow one is the most common way to lose it.
• Evidence wins on dates. A delivery record, a refund timestamp and a dated message beat a long explanation.
• Some details are not covered in the sources we reviewed, including how Shopify shows Clearpay disputes and what fees apply. The post flags each one.

From dispute to decision

Stage	What happens	What you do
Customer complaint	The shopper contacts you or Clearpay about an order.	Reply within one working day with a specific answer.
Dispute opened	Clearpay or your processor notifies you and asks for details.	Log the date and find the due date in your account.
Response window	13 days on Adyen's route, 7 business days on PPRO's route.	Build the evidence pack in the order set out below.
Clearpay review	Adyen says Clearpay has 30 days to decide after you defend.	Wait. Do not add late material unless asked.
Decision	Win and you keep the sale. Lose or miss the window and the amount is debited.	Log the result and fix the cause.

How do Clearpay disputes work for UK merchants?

A shopper tells Clearpay or the merchant that something went wrong. If it is not settled, the dispute can escalate to a chargeback handled by Clearpay. The merchant, usually through a payment provider, gets a short window to defend or accept. Clearpay decides, and the provider has no say in the outcome.

That last point comes straight from the documentation. Airwallex describes the Afterpay and Clearpay dispute flow as distinctive compared with card schemes, and says it has no direct impact on the final decision. PPRO adds that a shopper can raise a dispute with Afterpay or a chargeback with their card issuer when they cannot resolve the problem with the merchant. So the same complaint can arrive by two different roads.

Here is what a Clearpay dispute usually looks like in practice:

1. The shopper says the item did not arrive, is faulty, was cancelled, or was returned without a refund.
2. They try you first, or Clearpay sends them to you.
3. If nothing is settled, a dispute or chargeback is opened against the order.
4. Your payment provider tells you, by email, webhook or dashboard, and asks for evidence by a due date.
5. Clearpay reviews what you send and decides.

We have not reviewed how a Shopify admin shows Clearpay disputes. We also have not confirmed which processor sits behind your Clearpay payments, or what each one charges. Read the notice you receive and treat its due date as final.

If you want the card-side background first, start with our Shopify chargebacks UK guide. If you also take Klarna, the same structure applies, but the clocks and evidence differ: see Klarna disputes on Shopify UK.

Who carries the fraud risk on a Clearpay order?

Adyen says Clearpay performs risk checks on the shopper before approving the payment and, if those pass, takes on the full fraud risk and pays the merchant up front. If that holds for your account, fraud-type disputes should be rare, and your main exposure is delivery, refund and cancellation disputes.

That is useful, because it points your effort in the right direction. A card merchant spends a lot of energy on fraud signals, IP checks and 3D Secure. For Clearpay orders, the same effort is better spent on:

• tracked delivery with proof,
• fast, documented refunds,
• clear cancellation and returns wording,
• quick replies when a shopper asks where their order is.

Two cautions. First, this is Adyen's description of how its Clearpay integration works. Your contract, your processor and your region may differ, so check the terms you actually signed. Second, Shopify says successful 3D Secure shifts liability for fraudulent card chargebacks only. That rule belongs to cards. It does not tell you anything about who carries the loss on a Clearpay order.

Also remember that Clearpay disputes still cost you the sale when they go against you, whoever carried the fraud risk. Adyen says that if you accept the dispute or do not respond within 13 days, the dispute is lost and your account is debited for the chargeback amount.

What is the Clearpay dispute deadline?

On Adyen's documented route, you have 13 days to defend or accept a Clearpay dispute, and Clearpay has 30 days to decide after you defend. PPRO says its merchants must respond within 7 business days. The shopper can usually start a chargeback up to 120 days after payment, cancellation or expected delivery.

Question	Adyen's route	PPRO's route
How long does the shopper have to raise a chargeback?	Up to 120 days after payment, cancellation or expected receipt	Not stated in the page we reviewed
How long do you have to respond?	13 days	7 business days
What if you do not respond?	The dispute is lost and your account is debited	Not stated in the page we reviewed
How long does Clearpay take to decide?	30 days after you defend	Not stated in the page we reviewed

Weekends and bank holidays: we did not verify how they affect these due dates. We also did not verify the time of day the window closes, or whether a submitted response can be edited before it closes. Plan to submit with days to spare, especially around Christmas and Easter.

A practical rule for the Clearpay dispute deadline: work to the shortest clock you can see. If your notice says 13 days, aim to submit by day 8. If it says 7 business days, treat day 1 as the day you build the pack.

Set the reminder in a calendar, not in your head. The easiest way to lose a Clearpay dispute is to read the email on day 2, mean to do it on day 9, and find the window closed.

What causes Clearpay disputes, and what proof answers each one?

Most Clearpay disputes fall into four groups: item not received, item not as described or faulty, cancellation, and refund not received. Each needs different proof. Match your evidence to the complaint, because a strong pack for the wrong question still loses.

What the shopper says	What it usually means	Proof that answers it
"It never arrived"	Late, lost, left in a safe place, or delivered to the wrong address	Carrier record with signature or photo, tracking, address match
"It is not what I ordered" or "it is faulty"	A quality or description complaint	Listing, photos, packing notes, any customer messages, your returns offer
"I cancelled"	A cancellation you did not process, or a delivered order	Cancellation request timestamp, your policy, delivery record
"I returned it and have not been refunded"	A slow or missed refund	Return tracking, receipt scan, refund record with date
"I do not recognise this"	A mistaken or unrecognised purchase	Order confirmation, delivery address, account history

Notice that only the last row is about identity. For Clearpay disputes, the first four are the bulk of the work, and they are all things you control through operations.

The reason names and categories can differ between Clearpay, your payment provider and a dashboard, so read the exact wording in your notice. We did not review the full list of Clearpay dispute reasons, so do not rely on the table as a complete list.

How do you win a "Clearpay not received" dispute?

Prove that the parcel reached the address on the order. The strongest proof is a carrier delivery record with a signature or photo, matched to the address the shopper entered at checkout. A tracking page that only says delivered is a start, not a finish.

Rank your evidence before you upload anything. Shopify's own guidance for card disputes is to label each piece and lead with the strongest. The same habit helps here.

Evidence	Strength	Why
Signature from the recipient	Strong	A named person accepted the parcel.
Delivery photo with a time stamp	Strong	Shows where the parcel was left.
Tracking with a final delivered scan	Medium	Proves the carrier's claim, not who received it.
Customer message confirming receipt	Strong	The shopper's own words contradict the claim.
Tracking that stops at in transit	Weak	Proves nothing about arrival.

For UK carriers, Royal Mail captures a photo on delivery for Tracked 24 and Tracked 48 where no signature is needed. Evri offers a Digital Signature add-on with photographic proof, at 60p when we checked, and the price may change. We have not verified DPD's proof options, so ask your account manager before relying on them.

Use this checklist for a Clearpay not received dispute:

• Order confirmation showing the delivery address the shopper entered
• Carrier tracking from collection to delivery, as a screenshot
• Delivery photo or signature, if the carrier offers it
• Your checkout screenshot showing delivery time estimates
• Customer messages before the dispute, especially any about the parcel
• Any refund or reship offer you made, with dates
• Your delivery and returns policy, with its publication date

For more on delivery evidence, see proof of delivery for Shopify chargebacks.

How should you handle Clearpay refunds so they do not become disputes?

Refund through the same route the shopper paid, promptly, and keep a record with a date. Clearpay refunds that are late, partial without explanation, or issued outside the original payment are a common reason a shopper goes back to Clearpay. A clean refund record is also your best evidence.

Under the Consumer Contracts Regulations 2013, a trader must refund within 14 days of being told of a cancellation, or within 14 days of getting the goods back or seeing evidence they were sent. The consumer pays return costs unless you agreed to cover them, and a trader may deduct for diminished value caused by unnecessary handling. For digital content under the Consumer Rights Act 2015, a refund must be given without undue delay and within 14 days of agreeing that the consumer is entitled, using the same means of payment, with no fee. This is general information, not legal advice.

Adyen's payment method table lists refunds and partial refunds as supported for Clearpay. We have not reviewed how Shopify issues Clearpay refunds, so check in your admin that the refund goes back through Clearpay and not as store credit or a manual bank transfer.

Good habits for Clearpay refunds:

• Refund in the order record, so the date and amount are on file.
• Tell the shopper the day you refund, and what to expect next.
• For a partial refund, write down why in the order notes.
• Keep the return scan with the refund record.
• Never send a refund by a different method and call it done, unless the shopper has agreed to that in writing.

How a refund interacts with an open dispute is not covered in the sources we reviewed. Ask your provider before refunding an order that already has a chargeback.

Should you fight or refund Clearpay disputes?

Fight when you hold strong delivery proof and the order is worth the effort. Refund early when the order is small, the evidence is thin or the shopper's complaint is fair. Run the numbers first, because a refund you control costs less than a loss you do not.

Both examples are illustrations with invented numbers. The arithmetic is checked.

Example 1: item not received. A shopper in Manchester buys boots for £140.00 on Clearpay, then reports a Clearpay not received problem. The boots cost you £55.00. They report the parcel as not received. The carrier recorded delivery with a photo and a signature.

Outcome	Money kept from the sale	Goods cost	Net result
You lose	£0.00	£55.00	Minus £55.00
You win	£140.00	£55.00	£85.00 before postage and fees

The gap between winning and losing is £140.00. With a signature and a photo, this Clearpay dispute is worth defending. We left fees out because we have not verified what fees apply to Clearpay disputes on Shopify.

Example 2: a fair complaint. A shopper pays £95.00 for a jacket and says the zip is faulty. You think a £30.00 goodwill refund is fair. If you offer £30.00 and the shopper accepts, you are out £30.00 for certain. If you defend and lose, you are out £95.00. If you defend and win, you are out nothing.

The break-even is £30.00 divided by £95.00, about 32%. If you think you have more than roughly a one in three chance of losing, the goodwill offer is cheaper. A shopper may decline a partial offer, and an offer does not close a dispute that is already open. Both sums leave out the cost of the jacket and your time.

Situation	Suggested move	Reason
Signature or photo, address matches	Fight	Strong, specific proof.
Delivered scan only, order over £100	Fight, add checkout and policy evidence	Medium proof, enough at stake.
No delivery event	Refund or reship	You cannot prove arrival.
Return received, refund not sent	Refund now	A slow refund is easy to lose.
Fair complaint, small order	Goodwill refund	Your time costs more than the order.
Cancelled before dispatch, not refunded	Refund now	There is nothing to defend.

How do Clearpay chargebacks differ from card chargebacks?

A Clearpay chargeback is decided by Clearpay under its own process, while a card chargeback is decided by the card company or the cardholder's bank. The clocks, the evidence and the platforms differ. A shopper can also choose the card route in some cases, which is why you should keep one evidence folder per order.

Point	Clearpay dispute	Card chargeback on Shopify
Who decides	Clearpay	The card company or the cardholder's bank
Where you respond	Your payment provider's dashboard, API or notice	The order's chargeback response form
Response window	13 days on Adyen's route, 7 business days on PPRO's	7 to 21 days, shown in your admin
Time to decide	30 days after you defend, per Adyen	Up to 75 days after you submit, per Shopify
Fraud risk	Clearpay, if the order passes its checks, per Adyen	Depends on 3D Secure and the dispute reason
Fee	Not verified for Shopify	£10 in the UK, returned if you win
Effect on your chargeback rate	Not verified	A win does not remove a dispute from your rate, per Shopify

On cards, Shopify says it is not liable for chargebacks and is not involved in how they are decided. Nothing in that sentence describes how Clearpay behaves. Do not carry card assumptions across.

PPRO says a shopper may raise a dispute with Afterpay or a chargeback with their issuer. In either case, the same complaint can reach you twice. Keep the evidence in one place and make sure your answers match.

How do you respond to a Clearpay dispute day by day?

Work back from the due date in your notice. If you have 13 days, use the plan below. If you have 7 business days, run days 1 to 3 in one working day. Submit early, because there may be no second chance after the window closes.

Day	Task	Output
Day 1	Log the due date. Pull the order, tracking and shopper messages. Read the notice in full.	A folder and a reminder.
Day 2	Check delivery proof. Ask the carrier for anything missing.	A gap list.
Day 3	Confirm that order number, amount and address match the Clearpay payment.	A matching note.
Day 4	Decide: defend, offer a goodwill refund, or accept.	A decision with a reason.
Days 5 to 6	Draft the response and label every exhibit.	A first draft.
Day 7	Read it aloud for gaps and repetition. Cut anything that does not answer the complaint.	A final pack.
Day 8	Submit through your provider and save a copy.	A confirmation.
Days 9 to 13	Spare days. Do not plan to use them.	Buffer for errors.

Here is a response you can adapt. It states dated facts and points to exhibits. It does not accuse the shopper of anything.

Order [ORDER NUMBER], Clearpay payment [REFERENCE], £[AMOUNT], placed [DATE].

Summary: The order was dispatched on [DATE] with [CARRIER], tracking [NUMBER]. The carrier recorded delivery to [ADDRESS] on [DATE] at [TIME], with [signature of NAME / photo of the parcel at the address]. This is the address entered at checkout.

Exhibits, strongest first:
1. Carrier proof of delivery (screenshot dated [DATE])
2. Tracking history from collection to delivery
3. Order confirmation showing the delivery address
4. Our messages with the shopper from [DATE] to [DATE]
5. Our delivery and returns policy, published [DATE]

We contacted the shopper on [DATE] and offered [RESOLUTION]. We ask Clearpay to review the exhibits above and decide in our favour.

You will often need a first reply to the shopper too. This short email works before a dispute is opened, or while one is still being discussed:

Subject: About your order [ORDER NUMBER]

Hi [FIRST NAME],

I can see you have a question about order [ORDER NUMBER]. I would like to fix it directly.

Our carrier shows delivery to [ADDRESS] on [DATE]. Could you tell me what has gone wrong, for example whether the parcel was left somewhere unexpected or the item was not right? I will reply the same day.

If you would prefer a refund, tell me and I will start it straight away.

[YOUR NAME]
[STORE NAME]

Menu wording changes between providers, so follow what your dashboard shows for where to upload files. We did not verify file types, size limits or whether a submitted response can be edited before the window closes.

How do you handle awkward Clearpay cases: gifts, pre-orders and late deliveries?

Awkward orders cause a disproportionate share of Clearpay disputes because the shopper's expectation and your record disagree. For gifts, pre-orders and delayed parcels, write the expectation down at checkout and repeat it in the confirmation email. Then your record and the shopper's memory point the same way.

Gifts and third-party delivery. A shopper who sends an order to a friend may never see the parcel. If the friend is out and the carrier leaves it somewhere, the shopper can honestly report a Clearpay not received complaint. Ask for a phone number for the recipient, offer a signature service on higher-value gifts, and keep the carrier's photo. A delivery photo showing the door or porch is far more persuasive than a scan alone.

Pre-orders and made-to-order items. A shopper who pays today for an item that ships in six weeks can easily forget the date. Put the expected dispatch window on the product page and in the checkout. Send a dispatch email the day the item leaves. If you miss the window, tell the shopper before they ask. A silent delay is the classic cause of a dispute that was avoidable by one email.

Late but delivered parcels. If the parcel arrived after your stated estimate, the shopper may still have a point. A fast partial refund or a goodwill voucher can close the matter. Fighting a late delivery on a strict reading of your terms is usually a poor trade, because the evidence shows the parcel was late and the reviewer can see that too.

Orders returned to sender. Treat a returned parcel as a cancellation and refund promptly. Keep the return scan with the refund record. This is one of the simplest ways to avoid a Clearpay refunds dispute later.

Orders the shopper cancels before dispatch. If you did not process the cancellation, refund at once and tell the shopper in writing. A cancelled order that is still shipped is the sort of case where there is nothing to defend.

Before you commit to any of these policies, check the wording of your own terms and the Clearpay dispute deadline in your notices. The deadline does not change because the order was unusual, and a late reply on an awkward case is still a late reply.

Quick reference for awkward cases:

Case	What to capture at the time	What to do if disputed
Gift to a third party	Recipient name, phone, delivery instructions	Send the carrier photo and the delivery note, offer a reship if unproven
Pre-order	Dispatch window shown at checkout, dispatch email	Send the checkout screenshot and the dispatch email
Late delivery	Original estimate, carrier delay notes	Offer a partial refund, attach the tracking timeline
Returned to sender	Return scan, date refunded	Send the return scan and refund record
Cancelled before dispatch	Cancellation request time, your reply	Refund and confirm in writing

What should you ask your provider before a Clearpay dispute lands?

Ask five things now, while nothing is due. The sources we reviewed describe Adyen, PPRO and Airwallex, not your Shopify setup, so some answers can only come from your own account. Write them in a one-page note and keep it with your policies.

1. Which payment provider handles my Clearpay payments, and where will Clearpay disputes appear?
2. Who receives the notices, and is there a backup if that inbox is unattended?
3. What is the exact Clearpay dispute deadline rule, and how is the time of day counted?
4. Is there a fee on a Clearpay chargeback, and is it returned if I win?
5. Do Clearpay disputes count toward any chargeback rate I am monitored on?

A merchant who asks these once avoids the scramble later, because the first dispute is usually when people discover where the notices go.

Keep a simple log so the numbers are visible. A spreadsheet with these columns is enough:

Order number | Clearpay reference | Date opened | Reason given | Due date | Decision (defend / goodwill refund / accept) | Evidence folder | Outcome | Date closed

Review the log monthly. If most Clearpay disputes come from late refunds, fix your returns process. If most come from delivery claims, upgrade the service on higher-value parcels. The log shows which fix pays for itself.

How do you prevent Clearpay disputes before they start?

Most Clearpay disputes start as a shopper who feels ignored. Fast replies, tracked delivery with proof, prompt refunds and plain wording on your policy page stop many of them before anyone files a complaint. The cheapest dispute is the one that never opens.

Run this checklist once, then review it every quarter:

• Reply to where is my order and return questions within one working day
• Use a tracked service with a signature or photo for higher-value orders
• Save carrier proof of delivery for every Clearpay order, not only disputed ones
• Send a shipping confirmation with the tracking link, and a follow-up on delivery
• Write your returns steps and refund timeline in plain words, on a dated page
• Refund promptly when a return arrives, and tell the shopper you have
• Watch the inbox and dashboard that receive dispute notices, and name a backup
• Add a calendar reminder for every open dispute, three days before the Clearpay dispute deadline
• Keep one folder per order with the order, tracking, proof and messages

If you split orders across several parcels, Clearpay disputes get harder to defend, because delivery proof is spread across several scans. Read split and partial shipment disputes before shipping the second box.

Write your policies so a shopper and a reviewer can follow them. Our shipping and delivery policy template and terms and conditions template give you wording to adapt.

What's different for UK merchants

This section is general information, not legal advice, and it covers what is specific to Clearpay disputes in the UK.

• Card fee: Shopify's UK chargeback fee for cards is £10, charged by your bank and returned if you win. We have not verified whether any fee applies to Clearpay disputes, so check your payout line items and your provider's statement. See how the Shopify chargeback fee works in the UK.
• Customer time limits on cards: MoneyHelper describes chargeback as a voluntary card-scheme arrangement, usually claimed within 120 days. Adyen gives a similar 120-day period for Clearpay chargebacks, counted from payment, cancellation or expected receipt.
• Section 75: This covers credit cards, for purchases between £100 and £30,000, and makes the card company jointly liable. Clearpay is not a card scheme, so we have not verified how Section 75 applies to a Clearpay purchase. Do not assume it either way.
• Consumer rights: UK law gives shoppers a 14-day cancellation period for goods bought at a distance. For digital content, the Consumer Rights Act 2015 gives rights to repair, replacement, then a price reduction or refund.
• Carriers: Royal Mail photographs Tracked 24 and Tracked 48 deliveries where no signature is needed. Evri offers a Digital Signature add-on at about 60p. We have not verified DPD's options.
• Bank holidays: We did not verify how weekends and bank holidays affect Clearpay deadlines. Submit early.

Shopify Protect does not cover UK stores, and it is not a Clearpay protection. Do not count on it here.

Common mistakes

These mistakes recur in Clearpay disputes.

1. Assuming Clearpay disputes follow the card clock. They do not, and the clocks differ between providers.
2. Reading the notice and not setting a reminder. A 13-day window feels long until day 9.
3. Treating Clearpay fraud cover as protection against everything. Adyen says Clearpay carries fraud risk on approved orders, not delivery or refund disputes.
4. Refunding by a different method than the shopper paid with, without their written agreement.
5. Sending a generic evidence pack that does not answer the complaint the shopper made.
6. Accusing the shopper of lying. State dates and point to exhibits instead.
7. Forgetting that the same complaint may also reach you as a card chargeback. Keep one folder per order.
8. Delaying a refund on a returned parcel. A slow refund is easy for a reviewer to rule against you.

FAQ

How long do I have to respond to a Clearpay dispute?

On Adyen's documented route, 13 days to defend or accept. PPRO says merchants must respond within 7 business days. Your own notice is the authority, so find the due date the day it arrives and plan to submit several days earlier.

How long can a shopper wait before disputing a Clearpay order?

Adyen says shoppers can start a chargeback directly with Clearpay up to 120 days after the payment, the cancellation or the date they expected the goods or service. Keep order, delivery and refund records for at least four months, and longer for expensive items.

What happens if I do not respond to a Clearpay dispute?

On Adyen's route, if you accept the dispute or stay silent for 13 days, the dispute is lost and your account is debited for the chargeback amount. Treat every notice as urgent, and name a backup person who also watches the inbox.

Who decides a Clearpay dispute?

Clearpay decides. Airwallex says it does not influence the final decision, and Adyen says Clearpay has 30 days to decide after you defend. Your payment provider passes your evidence on, so the quality of your response is the only lever you control.

Does Clearpay cover fraud on my orders?

Adyen says Clearpay runs risk checks on the shopper and, once an order is approved, takes on the full fraud risk and pays the merchant up front. Check your own contract and processor terms, because this is one provider's description and your setup may differ.

Can I send a partial refund to settle a Clearpay dispute?

Adyen's payment method table lists partial refunds as supported for Clearpay, and a goodwill refund can end a complaint before it escalates. Whether a refund after a chargeback opens interacts with the dispute is not covered in what we reviewed, so ask your provider first.

What proof of delivery should I keep for Clearpay orders?

Keep the carrier's signature or delivery photo, the full tracking history, and the address the shopper entered at checkout. Add a dated screenshot of your delivery estimate. Save these for every order, because a dispute can arrive months later and the carrier may not keep records forever.

Is the Shopify chargeback fee charged on Clearpay disputes?

We could not confirm this. Shopify's published UK fee of £10 applies to card chargebacks and is returned if you win. Whether the same or any other fee applies to Clearpay disputes depends on your provider, so check your payout line items and ask them directly.

Do Clearpay disputes count toward my chargeback rate?

That is not covered in the sources we reviewed. For cards, Shopify says a win does not remove a dispute from your rate. Ask your payment provider how Clearpay disputes are counted, so you know whether they affect any monitoring programme your store is under.

Can the same order be disputed through Clearpay and my card provider?

PPRO says a shopper can raise a dispute with Afterpay or a chargeback with their card issuer when the problem is not resolved with the merchant. Keep one evidence folder per order, and make sure anything you send to one route matches what you send to the other.

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Sources

• Adyen Docs: Clearpay
• PPRO Developer Hub: Afterpay / Clearpay
• Airwallex Docs: Afterpay / Clearpay disputes
• Shopify Help Center: Chargebacks and inquiries
• legislation.gov.uk: Consumer Contracts Regulations 2013, explanatory note
• legislation.gov.uk: Consumer Rights Act 2015, section 44
• UK Finance: Chargeback and Section 75