How do I raise a credit card chargeback for a defective product, and what if the bank treats it as an unauthorised transaction?

A chargeback exists for exactly this situation: you paid, and the merchant didn't deliver what you paid for or won't fix it.

1. Document the defect and your attempts with the merchant first: the order and invoice, a dead-on-arrival report or service-centre job sheet, and every request for a refund or replacement.
2. Raise the dispute in writing with the card issuer, as a goods defective or not as described (merchant dispute) case. Give the transaction details and attach the evidence.
3. Watch for the wrong template. Banks often reply with "unauthorised transaction" or "contact the merchant" templates. Reply that the transaction was authorised by you; that it's a merchant dispute about defective goods; and that you have already contacted the merchant, which is the whole basis of the dispute.
4. Ask in writing for interest and EMI conversion to be paused on the disputed amount while it's investigated.
5. Escalate to the Principal Nodal Officer, then the RBI Ombudsman, if the bank keeps misclassifying the dispute or misses timelines.

At the same time, keep the merchant route alive: the platform's grievance officer, the National Consumer Helpline (1915), and if needed the District Consumer Commission through e-Daakhil (edaakhil.nic.in), which is free for claims up to ₹5 lakh. A documented dead-on-arrival product with a written refusal trail is a strong deficiency-in-service case.