Question 1

What does ChargeBack do?

Accepted Answer

ChargeBack is an independent case-assessment and documentation service for people affected by fraud. We review the facts of your case, organise your evidence, prepare investigation and tracing reports, and help you put together well-structured disputes and complaints for the organisations that can actually act, such as your bank, card issuer, the police, or a regulator. We also provide plain-language education so you understand your options and can decide what to do next.

Question 2

Can you guarantee that my money will be recovered?

Accepted Answer

No, and you should be very cautious of anyone who says yes, because guaranteed-recovery claims are a common feature of follow-up scams that target fraud victims a second time. Whether funds are returned depends on decisions made by banks, card schemes, exchanges, courts, and law enforcement, none of which we control. What we do is assess your case honestly and prepare clear, well-organised documentation that gives your dispute or complaint the best possible presentation to those decision-makers.

Question 3

Can you reverse cryptocurrency transactions?

Accepted Answer

No. Once a cryptocurrency transaction is confirmed on the blockchain it cannot be reversed by anyone, including us, exchanges, or law enforcement. What blockchain tracing can do is document where the funds moved, which wallets and services they passed through, and where they may have arrived. That documentation can support reports to the police, regulators, or the receiving exchange, but it does not undo the transaction itself.

Question 4

Can you freeze an exchange account?

Accepted Answer

No. Only an exchange itself can restrict or freeze an account on its platform, and it will typically only do so in response to its own compliance processes or instructions from law enforcement or a court. We have no authority to compel any exchange to act. What we can do is prepare a well-documented tracing report and complaint that you, the police, or your lawyer can submit to support such a request.

Question 5

Do you work with banks?

Accepted Answer

We prepare documentation in the format and level of detail that banks and card issuers are used to working with, and our clients submit it through the bank's normal dispute or complaint channels. We are an independent service and have no special authority over, or privileged relationship with, any bank. Decisions on chargebacks, recalls, and reimbursement always rest with the financial institutions and the applicable rules.

Question 6

Do you provide legal representation?

Accepted Answer

No. ChargeBack is not a law firm and we do not give legal advice or represent clients in court. Where a case needs legal action, we will say so and recommend that you consult an independent lawyer in your jurisdiction. The case files and reports we prepare are designed so that a lawyer can pick them up and use them directly.

Question 7

What evidence should I collect?

Accepted Answer

Keep everything connected to the incident: transaction records and receipts, bank or card statements, screenshots of websites and trading platforms, emails, chat and messaging histories, phone numbers, wallet addresses, and any contracts or invoices you were sent. Do not delete conversations or close accounts before saving copies, even if the material feels embarrassing. Our evidence checklist page at /evidence-checklist walks through exactly what to save for each type of fraud and how to preserve it properly.

Question 8

How long does a case assessment take?

Accepted Answer

After you submit your case, an analyst normally makes first contact within two business days. How long the full assessment takes depends on the complexity of your case, the amount of evidence involved, and how quickly we can clarify details with you. We will give you a realistic time estimate once we have seen your material, and we will tell you promptly if we conclude we cannot help.

Question 9

Is the consultation free?

Accepted Answer

Yes. The initial consultation is free of charge and carries no obligation. It is a confidential conversation to understand what happened and explain your options. Investigations, transaction tracing, and reports are separate paid services — if you decide to commission any of them, we quote the scope and fee in writing first.

Question 10

How much do investigations cost?

Accepted Answer

It depends on the work involved. After the free consultation, if paid work could help, we quote a price in writing based on the scope and complexity of your case. Nothing is charged, and no work starts, until you have reviewed and agreed to that written quote. We do not charge percentage-of-recovery fees, because we cannot guarantee recovery and pricing that way would misrepresent what our service is.

Question 11

Will you ask for account passwords?

Accepted Answer

Never. We will never ask for account passwords, cryptocurrency seed phrases or private keys, one-time security codes, PINs, full card numbers, or remote access to your device, and we never need them to assess or document a case. Anyone requesting these while claiming to represent ChargeBack is attempting fraud. End the contact and report it to us through the official contact details on this website.

Question 12

Do you accept cryptocurrency payments?

Accepted Answer

No. We never request payment in cryptocurrency, gift cards, or wire transfers to personal accounts. Demands for cryptocurrency payment are a common hallmark of recovery scams, so treat any such request made in our name as fraudulent. Our payment methods are set out in writing in your quote before any work begins.

Question 13

What countries do you support?

Accepted Answer

It depends less on where you live and more on the circumstances of your case: where the payment was made, which institutions were involved, and what dispute or reporting channels exist for them. We are still verifying and expanding the list of jurisdictions we can meaningfully support, so we do not publish a fixed country list. Request a consultation and we will tell you honestly, at no cost, if your location or the routing of the funds is an obstacle.

Question 14

What happens after I submit my case?

Accepted Answer

You receive a reference number and a confirmation email straight away. An analyst then reviews your request and contacts you via your preferred method, normally within two business days, usually with some clarifying questions. After the free consultation you get a clear statement of whether we believe we can help, what any next steps would involve, and what they would cost, so you can decide without pressure.

Question 15

How is my personal information protected?

Accepted Answer

We collect only the information needed to assess and document your case, transmit it over encrypted connections, and restrict access to the staff working on your file. We never sell personal data, and case material is retained only for as long as it is needed for the purpose you gave it to us, after which it is deleted in line with our retention limits. Full details, including your rights and how to exercise them, are set out in our privacy policy.

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