They said this… · Banking & payments

“It is a merchant dispute, so the bank cannot help”

Generally incorrect

A dispute beginning with a merchant can still engage card-scheme chargeback or statutory Section 75 rights where their conditions are met.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • You should usually try to resolve the underlying problem with the supplier and keep evidence.
  • The bank needs the underlying breach/misrepresentation facts.
  • Not every merchant dispute qualifies, but the category label is not enough to reject it.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Card statement and transaction record
  • Underlying contract/order and evidence of breach or misrepresentation
  • Correspondence with the supplier
  • Bank decision and the scheme or legal basis it says it applied

If they still refuse

Move the dispute forward.

  1. Ask the bank to identify whether it assessed Section 75, chargeback or another route.
  2. Keep the underlying merchant evidence: the bank cannot sensibly assess the derivative dispute without it.
  3. Escalate eligible complaints to FOS after the firm’s complaint process.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.Section 75Read the full guide.ChargebackRead the full guide.Banking & PaymentsRead the full guide.