My debit or credit card was charged for a transaction I didn't authorise, or a payment failed but the money was deducted. How do I get it back?

Three distinct mechanisms, often confused:

(1) Chargeback — a formal dispute raised by your bank with the card network (Visa, Mastercard, or RuPay) on your behalf:
(a) Used when a transaction was unauthorised or fraudulent, or when the merchant charged you but did not deliver the goods or service and refuses to refund;
(b) The card network investigates and can compel the merchant's bank to reverse the funds;
(c) Applies equally to debit and credit cards — the process and your rights are identical;
(d) The bank acts as your agent in the dispute;

(2) Merchant refund / credit reversal — the merchant voluntarily cancels the charge:
(a) Simplest and fastest route when the merchant cooperates;
(b) Credited back to your card within 5–10 business days typically;
(c) For credit cards, it appears as a credit on your statement; for debit cards, money returns to your account;
(d) If a merchant promises a refund but it does not arrive within 10–15 days, escalate to a chargeback;

(3) Failed transaction reversal — where your account was debited but the transaction did not complete (ATM dispensed no cash, payment gateway timed out, UPI failed):
(a) Auto-reversal is mandated by RBI within T+5 days for PoS and e-commerce, and T+1 day for card-to-card transfers;
(b) ₹100 per day compensation is payable for every day of delay beyond the mandated timeline;
(c) This compensation must be credited to your account automatically — you do not need to ask for it;
(d) If the reversal has not happened by T+5, file a complaint with the bank.

The RBI's framework on customer protection for unauthorised electronic transactions establishes a tiered liability structure:

(1) Zero liability — report within 3 working days:
(a) If the fraud was due to bank negligence (system breach, bank employee misconduct) — zero liability regardless of when you report;
(b) If the breach was in the card network or a third-party system (not your fault, not the bank's fault) — zero liability if you report within 3 working days;
(c) Zero liability means the bank absorbs the entire loss;

(2) Limited liability — report between 4 and 7 working days:
(a) Basic savings / BSBD accounts — maximum customer liability ₹5,000;
(b) Savings accounts, prepaid instruments, small-business accounts — maximum liability ₹10,000;
(c) Premium credit cards, large current accounts — maximum liability ₹25,000;
(d) Any loss above these caps falls on the bank;

(3) Beyond 7 working days: Liability is determined by the bank's board-approved policy — report immediately regardless of how much time has passed;

(4) Your own negligence: If the fraud occurred because you shared your OTP, PIN, or card details with someone, the bank is not liable; the loss is yours; never share credentials with anyone — including people claiming to be bank staff;

(5) Provisional credit within 10 working days: The bank must shadow-credit the disputed amount to your account within 10 working days of your complaint, before the investigation concludes; if the investigation goes against you, the credit is reversed;

(6) Final resolution within 90 days: Banks must resolve all card disputes within 90 days; failure entitles you to compensation under the RBI Banking Ombudsman Scheme.

(1) Block the card immediately if the transaction was unauthorised — via net banking, mobile app, or bank helpline; note the transaction date, amount, and merchant name before calling;

(2) Report to the bank within 3 working days — call the 24/7 helpline and follow up in writing via the bank's app, email, or branch; obtain a complaint reference number and keep a record;

(3) File a formal dispute request — most banks have a 'dispute transaction' option in mobile or net banking, or a written dispute form at branch; specify the date, amount, merchant, and reason (unauthorised / goods not received / duplicate charge / wrong amount);

(4) Provide supporting documents if asked — police FIR for fraud; email from merchant confirming cancellation; screenshots; delivery failure proof; banks typically do not demand extensive documentation at the initial stage;

(5) Track provisional credit — the shadow reversal should appear within 10 working days; if not, follow up with the bank's grievance officer;

(6) If the bank rejects your dispute — request a written explanation; escalate within the bank to the nodal officer, then to the RBI Banking Ombudsman at bankingombudsman.rbi.org.in (free, covers amounts up to ₹20 lakh); typical ombudsman resolution: 30–60 days;

(7) Consumer Commission — for larger amounts or where the ombudsman route is not appropriate; can award compensation for mental harassment in addition to the principal amount;

(8) File a cybercrime complaint — for card fraud (skimming, phishing, data breach), file at cybercrime.gov.in or at the local police station; an FIR supports your bank dispute and any criminal investigation.