Quick answer: first decide whether the transaction was unauthorised or whether you authorised a purchase but dispute the merchant’s amount, duplication, refund or delivery. Those are not the same claim. Report an unauthorised transaction to the issuer immediately and secure the card; for a billing/merchant dispute, use the issuer’s dispute process and keep the order, refund and merchant evidence.
If you did not make or authorise the transaction
Use the issuer’s 24×7 fraud/reporting channel as soon as possible, block or secure the card as the issuer instructs, and keep the complaint reference and the alert showing when you were notified.
RBI’s customer-liability framework is more specific than “three days after you notice it.” Where a third-party breach lies neither with the bank nor customer, zero liability applies when the customer notifies the bank within three working days of receiving the bank’s communication about the unauthorised transaction. Four to seven working days can lead to limited liability under the framework; beyond that, the bank’s board-approved policy applies. Bank fraud/negligence has a separate zero-liability rule, while customer negligence such as sharing payment credentials has different treatment until the transaction is reported.
For cases within that unauthorised-electronic-transaction framework, RBI also specifies a shadow reversal within 10 working days of notification and a complaint/liability determination within the bank’s board-approved policy, not exceeding 90 days. Those rules should not be misdescribed as a universal 90-day merchant-chargeback deadline.
You recognise the merchant but the amount is duplicated, wrong, or a promised refund never arrived
Read the shipment record: You recognise the merchant but the amount is duplicated, wrong, or a promised refund never arrived
Confirm that you authorised the underlying purchase. Save the receipt/order, statement entry, merchant messages, delivery/refund status and any cancellation confirmation.
Open the right case: You recognise the merchant but the amount is duplicated, wrong, or a promised refund never arrived
Contact the merchant when that is useful, but also use the card issuer’s formal billing/transaction-dispute route within the issuer/network deadline shown for your case. Ask the issuer what evidence and deadline apply rather than assuming a generic 60-, 90- or 120-day window.
Confirm the case is closed: You recognise the merchant but the amount is duplicated, wrong, or a promised refund never arrived
The issuer records the dispute under the correct reason and you have the reference, evidence list and resulting credit/rejection explanation.
Escalate with shipment evidence: You recognise the merchant but the amount is duplicated, wrong, or a promised refund never arrived
If the issuer rejects the dispute, request the written reason and evidence. Escalate the issuer’s handling through its grievance process; use RBI Ombudsman/CMS only when the scheme’s conditions are met, not as a substitute for filing the original card dispute.
If you authorised the transaction but dispute the bill
RBI’s credit-card directions require issuers to ensure wrong bills are not raised. When a cardholder protests a bill, the issuer must provide an explanation and, where applicable, documentary evidence within a maximum of 30 days from the complaint. Transactions disputed as fraud must not attract charges until the dispute is resolved. These card-billing obligations are distinct from private card-network chargeback time limits, which can vary by dispute reason and issuer process.
Pay attention to the undisputed balance
Do not simply stop paying the entire statement because one entry is disputed. Ask the issuer how the disputed amount is being treated, pay undisputed amounts by their due date, and keep written confirmation of any temporary credit or interest/fee treatment. A provisional credit is not guaranteed for every merchant dispute and may be reversed if the claim is rejected.
When RBI Ombudsman becomes relevant
The Integrated Ombudsman Scheme is an escalation route for deficiency in service by covered regulated entities. Generally, complain to the regulated entity first. You may approach the Ombudsman if the complaint is rejected wholly or partly and you are dissatisfied, or if no reply is received within 30 days, subject to the scheme’s other maintainability and filing-period rules. Do not wait 90 days simply because an old article said every card dispute has a 90-day RBI deadline.
Official sources
- RBI — Customer liability for unauthorised electronic banking transactions — reporting, liability and reversal framework for covered unauthorised transactions.
- RBI — Credit Card and Debit Card Issuance and Conduct Directions — billing-dispute, interest/charge and card-issuer conduct requirements.
- RBI Complaint Management System — Integrated Ombudsman complaint filing and status route.