Consumer Redress, Chargebacks and Merchant Responses in Distant Transactions


Consumers Council of Canada (CCC)




Canadians are less reliant on stores and becoming more reliant on electronic commerce. “Shopping” now involves a few clicks or taps on a computer, smartphone or other devices to purchase goods and services. There are more choices of merchants, and more choices of how to pay for purchases.

There are also more challenges for consumer protection. When you purchase something online, you expect it to arrive on time and matching the description. When it doesn’t, and the seller is uncooperative or unresponsive, a buyer’s protection rights can depend on a number of factors: how they paid, their province of residence and its consumer protection rules, the policies of payment card issuers, networks and online marketplaces, payment industry codes of conduct, and the merchant’s rules disclosure.

When the buyer is in Lethbridge and the seller in Luxembourg, resolution of disputes can be complex. One consumer protection is the chargeback, a commitment by some payment networks to allow consumers to recover costs in certain circumstances.

This document is available in the following language(s):

Third-Party Information Liability Disclaimer

Some of the information on this Web page has been provided by external sources. The Government of Canada is not responsible for the accuracy, reliability or currency of the information supplied by external sources. Users wishing to rely upon this information should consult directly with the source of the information. Content provided by external sources is not subject to official languages, privacy and accessibility requirements.

English and French

OCA Funded Research
This research received funding support through the Office of Consumer Affairs' Contributions Program.

Contact information

Consumers Council of Canada
201-1920 Yonge Street
Toronto, ON  M4S 3E2
(416) 483-2696

Source: Consumer Policy Research Database

Date Modified: