Do you have an issue with something you bought online? Have you tried to cancel your “contract” and you still haven’t gotten a refund? Here are some tips on how and when to contact your credit card provider to request a chargeback.

When you buy something online, you may be entering into something called a distance sales contract. These types of contracts are not entered into in person and you don’t have the opportunity to inspect the goods before purchasing. We regulate specific aspects of distance sales contracts in BC, including your right to cancel and what’s required in the contract.

Your right to cancel these types of contracts

When you enter into a distance sales contract, there are specific instances that give you the right to cancel. Read our information, cancellation forms and tips for what to do if you have a problem with an online purchase.

I cancelled my contract with the business and they didn’t give me my money back – now what?

If you have the right to a refund and you don’t get it, your next step is to request a chargeback through your credit card provider. To make this request you must provide them with the following information:

  • The supplier’s name (business you ordered the goods/services from)
  • The date the distance sales contract was entered into
  • The amount charged to the credit card in respect of the distance sales contract and any related consumer transaction
  • A description of the goods or services sufficient to identify them
  • The reason for cancellation under section 49 of the Business Practices and Consumer Protection Act (that speaks to cancelling a distance sales contract)
  • The date and method of cancellation of the distance sales contract

It is important that you keep track of all communication with the supplier. So, if you already tried to cancel the contract with one of the forms on our website, make sure you have record of it. Your credit card provider will likely want to see a written proof that you have tried to resolve the issue with the supplier first.

To understand and follow the process, visit the “Problem with an online purchase” page on our website and read the section called “I tried to cancel but didn’t get a refund”. Follow those instructions to obtain a reversal or cancellation of the charges from your credit card provider.

If the business and the credit card company both fail to provide you a refund, contact us to file a complaint. (Please follow all the steps first.)

Remember that these options apply to any transaction done over the phone or online.

About Consumer Protection BC

We are responsible for regulating specific sectors and certain consumer transactions in British Columbia. If your concern is captured under the laws we enforce, we will use the tools at our disposal to assist you. If we can’t help you directly, we will be happy to provide you with as much information as possible. Depending on your concern, another organization may be the ones to speak to; other times, court or legal assistance may be the best option. Explore our website at


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