Not upheld: Card / payment disputes complaint against Revolut Ltd

Decision detail

Summary

Mrs P complained that Revolut failed to refund over £400 she lost on payments to an online game company after her access was withdrawn. Revolut attempted chargebacks under fraud and goods/services not received categories but these were unsuccessful. The ombudsman found that Revolut was not required to pursue chargebacks further because Mrs P provided insufficient evidence of what was purchased, making any chargeback claim have no reasonable prospect of success under the chargeback scheme rules. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Revolut could not reasonably pursue a chargeback because Mrs P failed to provide sufficient evidence of what was actually purchased. Without knowing whether the payments were for in-game items (which would not qualify for chargeback if provided) or subscription access (which might qualify), Revolut had no reasonable prospect of success. The ombudsman noted that chargeback schemes have limited grounds and require specific evidence, and that Revolut's decision not to pursue the chargebacks further was reasonable given the lack of supporting documentation.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website