We would recommend contacting the retailer or company first to check the status of your order. If they’ve gone into liquidation or are no longer trading this might take some time.
If they can’t fulfil your order and you used your Barclaycard to make all or part of the purchase, you can submit a claim.
How we protect your money when you raise a dispute
We’ll cancel or refund any interest and charges that arose from the transaction. If your dispute isn’t successful, we’ll add them back to your account balance.
It could slow things down if we process a dispute while the company you made the purchase from is working on getting the refund to you. It’s best to contact them first and try to go through their process.
What you'll need
When you raise a dispute we might ask you to upload some supporting documents. So, before you contact us, it will help if you have some or all of these items:
- Proof of your purchase
- Terms and conditions for your purchase
- Evidence that the goods or services were faulty, damaged or different from their description
- Evidence that the goods or services were not delivered or supplied
- Details of any descriptions or statements, made by the seller, about the goods or services.
You should also keep the item itself in case it needs to be examined or handed to us. We might also need an independent report to show the nature, impact or cost of the problem.
How to claim
Log in to your Barclaycard or Barclays app, view your transactions, select the one you want to dispute and then choose ‘Help with this transaction’ to make a claim.
Download the app from the App Store or Google Play, or find out more about the Barclaycard app.
Alternatively, you can log in to Barclaycard online servicing to view your transactions and make a claim.
Log in to or register for Barclaycard online servicing.
Or you can use our online tool to make a claim.
Once you’ve made a claim you don’t need to contact us again. We’ll contact you with the outcome or if we need more information.
We’ll keep you informed every step of the way, normally by text message and email.