Apology accepted. I will do my best to explain the difference between the two processes.
With a Section 75 claim, you’re claiming directly from your credit card company because they are jointly liable with the merchant if something goes wrong. Section 75 is enshrined in law.
As far as you’re concerned as a consumer, once the credit card company has paid out, that’s it. There’s no back and forth after payout, they won’t take the money back from you and give it back to the merchant. That’s it.
The reason there’s a timeline with chargebacks is because in this case, the provider is not liable at all. It’s why they will ask you to try and resolve the issue with the merchant first, and only step in once that has been exhausted.
It is with chargebacks that things can flip back and forth. Chargebacks are not enshrined in law.
A Monzo staff member did post a while back some details of how the timeline works for Monzo, which may be what you’re remembering seeing. I’ve been unable to find the post again, though, but it does work somewhere along these lines:
- You contact Monzo support to raise a chargeback request.
- Monzo ask you to try and get a refund from the merchant first.
- You come back to Monzo with some evidence that the merchant isn’t playing ball.
- Monzo may still not do a chargeback for you if they don’t feel it has a reasonable chance of succeeding. In this case, you would now turn to the small claims court, probably.
If Monzo do start the chargeback process, they they will reverse the transaction, and take the money from the merchant and put it back in your account.
The merchant can dispute this, and take the money back from you.
Monzo can dispute the dispute, and take the money back from the merchant and put it in to your account.
This can repeat until each side gives up. To prevent an infinite loop, there is an escalating fee to pay with each reversal. At some point, one side or the other will give up.
The fee is paid by the bank on one side, and the merchant on the other.
In both Section 75 and chargeback cases, evidence from the customer would need to be provided up-front before the claim is paid (in the case of Section 75) or the process started (in the case of a chargeback). Once either of those two things have happened, you’re unlikely to have the bank ask for more evidence because they wouldn’t have got to that point without already having a preponderance of evidence.
As I said, I can’t find the forum post about how the chargeback process works for Monzo, but Which have an article which covers some of it:
I hope that helps clear things up some.