Your entitlement to a refund will depend on what happened, the available evidence and the terms and conditions of your agreement with the merchant.
These are likely the same terms and conditions that the merchant considered when you contacted them for a refund. So, the merchant may reject the chargeback for the same reasons.
We’ll need to consider why the merchant has rejected the chargeback. If we think the merchant is acting in accordance to the terms and conditions, or that your dispute isn’t likely to succeed if we escalate it further, then we will let you know.
If we do escalate it further, we may need you to send us a covering letter explaining why you disagree with what the merchant said and you may need to provide further evidence to support your claim. We’ll let you know if that’s the case.