Guide
Disputing a purchase in Quebec: cancellation, refund and credit-card chargeback
What to do when an order is not delivered, a charge is fraudulent or a subscription keeps billing after cancellation, including the evidence to preserve and the order of steps.
A chargeback is not a universal return policy. Rights depend on the payment method and the reason for the dispute. For distance contracts covered by Quebec consumer law, the OPC describes a specific cancellation and chargeback process.
Identify the problem
| Situation | First step |
|---|---|
| Item or service not received | Check the written delivery commitment and cancellation rules. |
| Defective or non-compliant item | Document the problem and request a remedy from the merchant. |
| Transaction you never authorized | Contact the card issuer or financial institution immediately. |
| Subscription billed after cancellation | Keep proof of cancellation and dispute the continued charges. |
Build the file
- Invoice or order confirmation.
- Contract, displayed terms and promised delivery date.
- Messages exchanged with the merchant.
- Proof of cancellation or refund request.
- Statement showing the charge.
Online purchases
When Quebec distance-contract rules apply, the process can require notice to the merchant first and, if the refund does not arrive within the prescribed period, a chargeback request to the credit-card issuer. Deadlines matter, so use the current OPC procedure for your case.
Fraudulent transaction
Treat an unauthorized charge differently from an ordinary merchant dispute. Lock or replace the card if needed and contact the issuer immediately. If other information was exposed, use the Atlas Anti-Scam Centre.
Official source
Source: Office de la protection du consommateur. Deadlines and remedies vary by transaction; use the official procedure that matches your case.
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