Get your money back: refunds, chargebacks, and small claims

Paid for something that never came, broke right away, or wasn’t what you were promised? Most problems get fixed at step 1 or 2. Go up the ladder only as far as you need to.

Step 1: Ask the business

Many businesses will fix a problem once they know about it. Give them a fair chance, and keep a record of everything.

1. Gather your proof. Receipts, order confirmations, the contract, photos of the problem, and any emails or texts.
2. Contact the business. Call or use its official website or app. Ask for the person’s name and write down the date and what they said.
3. Say clearly what you want: a refund, a repair, a replacement, or a charge removed. Be calm and stick to the facts.
4. If a call doesn’t work, write. Use the refund request letter below. Give a reasonable deadline, like 10 to 14 days.
5. Keep copies of everything you send and get. Send copies of documents, never originals.

The FTC says that if you have a problem with the quality of something you bought with a credit card, you should contact the seller first, before you contact the card company.

Step 2: Dispute it with your card, bank, or app

Credit cards: billing errors (Fair Credit Billing Act)

The FTC says a federal law, the Fair Credit Billing Act, lets you dispute billing errors on credit cards and other revolving charge accounts. Billing errors include:

• charges you didn’t make (federal law limits what you owe for unauthorized charges to $50)
• charges with the wrong date or amount, or a math mistake
• things you didn’t accept or that weren’t delivered as agreed
• payments or returns that weren’t credited

How to dispute, according to the FTC:

1. Write to the card company at the address for billing inquiries (it’s on your statement), not the address where you send payments. Include your name, address, account number, and what’s wrong.
2. Make sure it arrives within 60 days after the first bill with the error was sent to you. Certified mail with a return receipt gives you proof.
3. The card company must answer in writing within 30 days of getting your letter (unless the problem is already fixed) and resolve it within 90 days.
4. While it investigates, you can hold off paying the disputed amount and related charges, but pay the rest of your bill. It can’t report you as late on the disputed amount or close your account for disputing.

Many card companies also let you start a dispute by phone or in their app. Ask them, but send the letter too if you want the protections of the law. The FTC has a sample dispute letter.

A quality problem, not a billing error? If something you bought with a credit card turns out to be bad and the seller won’t fix it, federal rules may let you raise the problem with the card company and hold back payment for that purchase. Under the rules, the purchase must be more than $50, made in your home state or within 100 miles of your billing address, and you must have tried to fix it with the seller first. (The dollar and distance limits don’t apply in some cases, such as a store’s own credit card.)

Debit cards, ATM cards, and bank transfers (Electronic Fund Transfer Act)

Debit cards take money straight out of your account, so report problems fast. The FTC and CFPB explain your limits on unauthorized charges:

Source: FTC, Lost or stolen credit, ATM, and debit cards. If only your card number was used (you still have the card), the FTC says you aren’t responsible if you report it within 60 days after your statement is sent.

Errors on your bank statement (a wrong amount, a charge you didn’t make, a missing transfer): the CFPB says to tell your bank or credit union within 60 days after it sends the statement that first shows the error. Then, the CFPB says:

• The bank generally has 10 business days to investigate (20 if the account is less than 30 days old). It must report the results within 3 business days and fix an error within 1 business day after finding it.
• If it needs more time, it generally must put a temporary credit in your account while it keeps looking. It can take up to 45 days, or up to 90 days in some cases (like debit card purchases at a store, foreign transactions, or new accounts).
• If you told the bank by phone, it may ask you to confirm in writing within 10 business days. Do it, or you may not get the temporary credit.

These rules protect you from unauthorized transfers and errors. If you were tricked into sending money yourself, a bank or app generally isn’t required to pay you back, but ask anyway. Some do.

Payment apps: Zelle, PayPal, Venmo, and Cash App

The FTC says sending money through a payment app is like sending cash. It’s very hard to get back. Each app’s own rules decide what’s covered:

Rules were checked on each company’s own pages on Oct 18, 2026, and can change. If the app or bank won’t help, file a complaint with the CFPB (step 3).

Step 3: File complaints that get attention

A complaint creates a record, and some offices forward it to the business for an answer. Filing is free. Pick the ones that fit:

• Your state attorney general’s consumer protection office: find yours through the National Association of Attorneys General. Every state, DC, and the territories have one.
• CFPB (Consumer Financial Protection Bureau), for problems with banks, credit cards, loans, debt collectors, and other financial companies: consumerfinance.gov/complaint or (855) 411-2372. The CFPB sends complaints to the company and says most companies respond within 15 days. Include everything, because you generally can’t file a second complaint about the same problem.
• FTC (Federal Trade Commission), for scams and bad business practices: ReportFraud.ftc.gov.
• FCC (Federal Communications Commission), for phone, internet, and TV billing or service problems: consumercomplaints.fcc.gov.
• U.S. Department of Transportation, for airline problems (see airline refunds below).
• BBB (Better Business Bureau): a private organization, not a government agency. You can file a complaint asking for help resolving a problem with a business. BBB says there are some disputes it can’t help with.

usaBob isn’t connected with any of these organizations. Never pay someone who offers to file a complaint or “recover” your money for a fee. See recovery scams.

Airline refunds

The U.S. Department of Transportation’s refund rule (from 2024) is in effect. DOT says:

• If an airline cancels your flight or makes a significant change or delay, and you don’t accept the new flight, a rebooking, a travel credit or voucher, or other compensation, you’re entitled to an automatic refund, including taxes and fees, when you bought the ticket from the airline.
• The refund is due within 7 business days for credit card purchases and within 20 days for other payment methods.
• Watch your emails, texts, and app messages when your schedule changes, so you see your options.
• One current exception: through July 7, 2027, DOT says it won’t enforce the refund rule when a flight only gets a new flight number and you’re rebooked on it without a significant change (such as a domestic time change of 3 hours or more, or a different airport).

Read more: DOT: Refunds. File a complaint with DOT at transportation.gov/airconsumer/file-consumer-complaint.

Subscriptions you can’t cancel

Where the “click to cancel” rule stands (as of Oct 18, 2026): the FTC’s 2024 update to its Negative Option Rule, often called “click to cancel,” was vacated by a federal appeals court in July 2025 and is not in effect. On Feb 12, 2026, the FTC put back the older version of the rule. In March 2026, the FTC asked the public for comments on whether new changes are needed. No new final rule had been issued when we checked.

What you can still do:

1. Cancel the way the company says, and save the confirmation (a screenshot or email).
2. If it’s hard to cancel, send a short written cancellation by email or letter and keep a copy.
3. If you’re charged after canceling, ask the company for a refund, then contact your card company or bank about disputing it (step 2).
4. Report it to the FTC at ReportFraud.ftc.gov and your state attorney general.

Step 4: Small claims court

Small claims court is a simpler part of your state’s court system for smaller money disputes. Many people go without a lawyer. For example, Maryland’s courts say small claims are handled less formally, with simpler rules, and filing fees are cheaper than for regular civil cases.

Limits and rules vary by state, and sometimes by county. For example, Maryland’s small claims limit is $5,000, and North Carolina says its limit ranges from $5,000 to $10,000 depending on the county. Check your state’s page below or ask the court clerk.

Typical steps (your state’s steps may differ):

1. Send a final demand letter. It gives the other side one last chance to pay, and it shows the judge you tried. Use the demand letter below.
2. File your claim with the right court (often in the county where the other side lives or does business) and pay the filing fee. Ask the clerk whether you can get the fee waived if you can’t afford it.
3. Have the other side officially notified (called “service”). The court will explain the allowed ways, such as certified mail or a sheriff.
4. Go to the hearing. Bring copies of your receipts, contract, photos, messages, and your demand letter. Some courts offer mediation first.
5. If you win, collect. Vermont’s courts put it plainly: if the court orders the other party to pay you, you are responsible for collecting. The court doesn’t collect the money for you. Ask the clerk about the next steps in your state.

Pick your state to see its official court or state law page on small claims.

State pages were checked Oct 18, 2026. Limits and rules change; the court has the final word. usaBob doesn’t pick or recommend lawyers. For free legal help, see Find help.

Letters you can copy

[Your name]
[Your address]
[Your phone or email]

[Date]

[Business name]
Attn: Customer Service [or the manager or owner's name]
[Business address]

Re: Request for a refund. Order or account number [number]

Dear [name or "Customer Service"]:

On [date], I bought [what you bought or the service you paid for] from you for $[amount]. I paid by [credit card / debit card / check / cash / payment app].

The problem: [Explain in 2 or 3 short sentences. For example: The item arrived broken. / The work was never finished. / I was charged twice.]

I contacted you on [date(s)] by [phone / email / in person] and spoke with [name, if known]. The problem has not been fixed.

To fix this, I am asking you to [give me a full refund of $amount / replace the item / finish the work / remove the extra charge].

Please do this by [date, about 10 to 14 days from now]. You can reach me at [phone or email].

I have enclosed copies of [my receipt / order confirmation / photos / emails].

Thank you,

[Your signature]
[Your printed name]

Enclosures: [list the copies you are sending. Keep the originals.]

[Your name]
[Your address]
[Your phone or email]

[Date]

SENT BY [certified mail, return receipt requested / email]

[Business or person's name]
[Their address]

Re: Final demand for payment of $[amount]

Dear [name]:

This letter is a final request to settle a dispute before I consider filing a case in small claims court.

What happened: On [date], [short, factual summary: what you paid for, what went wrong, and the amount].

What I have already done: I asked you to fix this on [date(s)] by [phone / email / letter]. [Describe any answer you got, or say you got no answer.]

What I am asking for: Please pay me $[amount] by [date, about 10 to 14 days from now]. [Or: Please (repair / replace / refund) by that date.]

You can pay by [check mailed to the address above / another method you are comfortable with].

If I do not receive payment by that date, I may file a claim in small claims court without further notice. I would prefer to settle this without going to court.

I have enclosed copies of [receipts, contract, photos, messages].

Sincerely,

[Your signature]
[Your printed name]

Enclosures: [list copies. Keep the originals.]

For credit card billing errors, use the FTC’s sample dispute letter. If a debt collector contacts you, see our debt collectors guide.