What type of a dispute is it

Documents we need to see.

I didn't get the goods or services I ordered.

• Proof that you contacted the shop, supplier or seller, for example an email, letter or fax
• Copy of an invoice if there is one. If there isn't one, describe what you tried to buy
• If you were dealing with a travel operator or an airline that has gone into liquidation we need proof that the transaction is not covered by a bonding authority

I didn't get a refund when i was supposed to

• Once 15 days have passed since the transaction and you still have not received the refund, send us the receipt for the refund from the sales terminal

I have cancelled a transaction with a retailer and keep getting charged a recurring amount

• Proof that you tried to cancel it before it was charged

I received counterfeit goods

• Describe the goods you tried to buy.
• Tell us if the goods are held or destroyed by Customs
• Send us a copy of the invoice or order confirmation
• Proof that the goods are counterfeit, or that the online shop is not genuine, from the owner of the brand, or Customs or an expert

I got a refund but it was not enough because of currency conversion

• Tell us why you were getting a refund in the first place

You can only dispute this charge when the refund was due to a mistake by the shop or seller, not when they were refunding you because you cancelled a transaction, for example.

I received goods that were damaged or defective

• Describe what the goods were and what was wrong with them
• The invoice, if there is one
• Show that you contacted the shop or seller to try and fix the problem
• Show that you sent the goods back by recorded delivery

I cancelled the order

• Show that you cancelled the order and returned the goods if you had already received them
• The shop or sellers cancellation policy
• Show that you contacted the shop or seller to try and fix the problem

Other

• Tell us what happened and show us as much proof as you can. The more you tell us the better we may be able to help you