Chargeback for a defective laptop declined on proof of delivery

Bank · Card dispute · chargeback credit-card

Complaint no.: N202627016020451
Against: ICICI Bank
Filed: 5 Oct 2026
Closed: 27 Oct 2026
Time taken: 22 days
Scheme: RB-IOS 2026
Closure clause: 16(2)(a)
Did it help?: Did not help
Compensation: None

What happened

A laptop costing about ₹81,000, bought on an e-commerce marketplace with a credit card, arrived defective. I raised a dispute with the bank. The chargeback was filed weeks later and declined.

What I asked the Ombudsman for

Four things: the dispute reason code the bank used, a copy of the merchant's response, escalation to pre-arbitration with my rebuttal, and ₹25,000 for two template replies about a different kind of dispute.

What the entity said

The bank said it logged the request, raised a chargeback on 4 August with a 35-day network timeline, and the merchant's bank declined it on 19 August. It told me to pursue the merchant.

My reply to the entity's response

Two replies. The bank's date for my dispute was a week before the purchase. Its replies to me had talked about OTP and CVV, which belong to unauthorised transactions. The merchant's papers proved delivery, not that the laptop worked.

Did the closure deal with it? No.

What the Ombudsman decided

No deficiency established on the bank's part. Rejected in 22 days.

Did not help

Did the Ombudsman help?

No. The closure restated the bank's chronology, wrong date included, said my reply was "examined and duly considered", and did not mention any of the four things I had asked for.

Read the full account of this case →

What I took from it

I argued that the merchant's documents proved delivery, not that the goods worked, and that the bank's own date for my dispute was before the purchase date. It was not enough. A card dispute about product quality is hard to win here. The laptop was eventually repaired by the manufacturer; the claim against a seller belongs in the consumer commission.

Summarised from the RBI closure letter and my own correspondence. Names of individuals, account numbers and reference numbers other than the complaint number have been removed.