# Chargebacks: when your purchase is not delivered

No goods or refund from the seller? Learn how to ask your bank for a chargeback, which documents to send and why payment deadlines matter.

Canonical: https://samfunnprep.no/en/articles/kortreklamasjon-kjop-ikke-levert
Language: en
Publisher: SamfunnPrep
Author: Hlib Suslov
Published: 2026-10-05T16:12:14.457+00:00
Modified: 2026-10-06T15:06:19.788416+00:00
AI use policy: https://samfunnprep.no/ai-policy.txt

## Key takeaways

- Notify the bank promptly Credit claims must be reported at the first reasonable opportunity, and debit cards may have short contractual deadlines.
- The payment method matters Statutory credit protection and contractual debit card protection have different legal bases.
- Send a clear timeline Attach the order, payment, contact with the seller and calculation of your monetary claim.

A chargeback can help when you have paid for a purchase but the seller does not deliver or refund you. Complain to the seller and notify the bank promptly. Your protection depends partly on the payment method and what you can claim from the seller.

## When can you request a chargeback?

You can ask the bank or credit provider to assess a monetary claim when a purchase from a business goes wrong. You must first have tried to resolve the matter with the seller.

A **chargeback**, known as kortreklamasjon in Norwegian, means directing a purchase-related claim to the credit provider or card issuer. It may be relevant when goods do not arrive, a service is cancelled or the seller owes you a refund. The seller’s bankruptcy can also make this necessary.

**Forbrukerrådet**, which provides guidance on consumer rights, describes these situations on its [chargeback page](https://www.forbrukerradet.no/forside/okonomi-og-betaling/kortreklamasjon). The rules and guidance were checked on 4 October 2026.

You must have a genuine claim. Simply disliking a product is not always enough. Late delivery must also be assessed under the agreement and purchase rules. Read SamfunnPrep’s [guide to withdrawal rights and complaints](https://samfunnprep.no/en/articles/forbrukerrettigheter-angrerett-reklamasjon) before deciding what to demand from the seller.

This process concerns purchases you paid for yourself. If someone used your card without your consent, follow the [guidance on fraud and claims against the bank](https://samfunnprep.no/en/articles/svindel-penger-tilbake-banken-norge). Describe what actually happened when contacting the bank.

## Which payment method did you use?

Credit cards provide statutory protection for these purchase claims. Ordinary Visa and Mastercard debit cards may provide protection under the card agreement, with different conditions and deadlines.

A **debit card** normally deducts money directly from your account. A **credit card** lets you pay using credit: money you must repay later. The card’s name is not the only important detail. The bank must also be able to see how the specific payment was processed.

| Payment method | What to check |
|---|---|
| Credit card | Ask the credit provider to assess the purchase claim under finansavtaleloven § 2-7. |
| Visa or Mastercard debit | Ask the card issuer about chargebacks under the card agreement and the applicable deadline. |
| BankAxept | This payment system does not provide the same chargeback protection as Visa and Mastercard. |
| Deferred payment | Contact the company that deferred payment; Forbrukerrådet also describes protection for free payment deferral. |
| Ordinary bank transfer | Do not assume chargebacks apply; this is not a card purchase. |

Some cards carry both BankAxept and Visa. Identify the transaction and ask the bank to confirm which payment system was used. A card logo alone should not be your only basis for assessment.

If you used an app or digital wallet, find the receipt and the underlying payment method. Tell the bank both. Avoid sending your full card number in ordinary email.

## What can you demand from the bank?

Your claim must be based on the same monetary claim you have against the seller. The bank does not take over the seller’s task of delivering or repairing the goods.

Under [finansavtaleloven § 2-7, the Norwegian Financial Contracts Act](https://lovdata.no/dokument/NL/lov/2020-12-18-146), consumers can raise the same objections and monetary claims against a credit provider covered by the rule. The law limits the provider’s liability to the credit amount given for the purchase. You must notify the provider **at the first reasonable opportunity**.

Do not add arbitrary amounts for annoyance or time spent. Explain how you calculated the claim and attach the supporting evidence. If part of the order was delivered or refunded, include that information.

**Hypothetical example:** You pay 2,400 kroner for two products. The seller delivers one and refunds 400 kroner. You cannot simply demand the entire payment back from the bank. Show which parts of the agreement remain unfulfilled, their value and what the seller has already refunded.

A bank complaint is not automatically accepted either. The bank may need more documents and assess whether you actually have a claim. A clear overview makes the case easier to understand.

## Which documents should you send?

Send proof of purchase, proof of payment and your written contact with the seller. Prepare a short timeline showing dates and amounts.

A useful set of attachments includes:

1. Order confirmation identifying the seller, goods or service and agreed price.
2. Receipt or transaction record showing the payment.
3. Agreed delivery date and any notice of delay or cancellation.
4. Your complaint to the seller and any reply you received.
5. Evidence of a promised refund, partial delivery or money already returned.

If the seller does not reply, show when and how you tried to contact the business. Use screenshots of contact attempts or save the emails. Do not wait a long time just to collect more identical reminders. Debit cards may have short complaint deadlines.

You could write:

> Please assess a chargeback for the payment of [amount] to [seller] on [date]. The agreement concerned [goods/service]. The problem is [brief description]. I contacted the seller on [date] and requested [claim]. I am claiming [amount] and attach the documents. Please tell me which deadline and conditions apply to this payment.

Use the bank’s secure form or messaging service. Save the submission receipt and case number. Adapt any sample letter to what actually happened.

## What if the seller refunds you later?

Tell the bank if you receive the goods or a refund while the complaint is being processed. The same loss should not be reimbursed twice.

Check the amount and payment date before closing the case. An email saying the money “has been sent” is not the same as money arriving in your account. If the seller offers a gift card instead of a refund, check what the offer means before accepting.

If you used deferred payment, contact the provider about the outstanding bill. Complaining to the shop does not necessarily stop all payment demands automatically. Request written confirmation of how the bill will be handled while the purchase dispute is investigated.

## What should you do if the bank says no?

Ask for a written answer explaining the decision. Once the bank has finished handling the complaint, Finansklagenemnda may be the right next step.

**Finansklagenemnda** is a complaints body for banking and financial matters, among other areas. Its [bank complaint guide](https://www.finkn.no/bank/klageguide) explains that you must complain to the bank first. It handles only cases covered by the scheme, including cases against participating firms. Check that your case can be accepted.

Attach the bank’s decision, timeline and documents. Explain specifically what you think the bank assessed incorrectly. Submit the complaint through the body’s complaint form, not ordinary email. SamfunnPrep’s [tools and practical guides](https://samfunnprep.no/en/verktoy) can help you organise tasks, while the claim itself must be pursued with the seller and bank.

## FAQ

### Can I complain to the bank if the goods do not arrive?

It may be possible if you have a monetary claim against a business, have tried to resolve it with the seller and your payment provides card or credit protection.

### Does this also apply to ordinary bank cards?

Visa and Mastercard debit cards may provide protection under the card agreement. BankAxept does not provide the same chargeback protection. Ask the bank to identify the payment system.

### Do I always have 120 days to complain?

No. Deadlines depend on the payment and conditions. Notify the bank promptly and ask which deadline applies to your transaction.

### Must the seller have rejected the complaint first?

You must have tried to resolve the matter with the seller. Document your contact attempt if the seller does not reply, and notify the bank without a long delay.

### Can I demand that the bank deliver the goods?

No. Chargebacks concern monetary claims. The bank does not take over the seller’s task of delivering or repairing the goods.

## Sources

- [Kortreklamasjon](https://www.forbrukerradet.no/forside/okonomi-og-betaling/kortreklamasjon)
- [Finansavtaleloven § 2-7](https://lovdata.no/dokument/NL/lov/2020-12-18-146)
- [Klageguide for bank og finans](https://www.finkn.no/bank/klageguide)

Citation: Hlib Suslov, "Chargebacks: when your purchase is not delivered", SamfunnPrep, 2026-10-05T16:12:14.457+00:00, https://samfunnprep.no/en/articles/kortreklamasjon-kjop-ikke-levert