I've paid for merchandise or services, but did not receive them. Can I reverse the transaction?

Yes, it is possible to dispute transactions on the grounds that a service was not rendered, goods were not received, or goods were incorrectly delivered or were damaged.

Your first recourse should be directly to the merchant that had sold you the goods and/or services. If you are unable to reach the merchant concerned, or unable to resolve the matter directly, you may approach the bank that issued the credit card to you for assistance.

The issuing bank will request you to send the dispute in writing, giving your motivation and as much detail as possible of all the pertinent facts of the case.

The bank may then institute a charge-back process, which means that it would reverse the transaction from your account and send it back to the bank that submitted the transaction (acquiring bank) on behalf of the merchant. 

Obviously, in such cases any damaged or incorrect goods must be returned to the merchant concerned.

It is important to know that banks, PASA, Visa, MasterCard or any other entity involved in facilitating the transaction and/or charge-back will under no circumstances get involved in any dispute resolution or arbitration process between the cardholder and merchant. It is also important to note that a dispute needs lodged within a 120 days of the original transaction date.