What happens when you dispute a Visa charge on ServiceNow
When you report a charge as fraudulent or incorrect through ServiceNow, Visa's dispute process begins. ServiceNow is the platform many banks and card issuers use to manage customer service requests, including dispute submissions. Your bank or card issuer receives your dispute report, investigates it, and either credits you back or sides with the merchant — the outcome depends on the evidence you provide and the type of dispute you file.
The dispute does not reverse the charge when ready. Instead, your bank opens an investigation that typically lasts 30 to 90 days. During that time, the merchant has a chance to respond with their own evidence. Understanding what type of dispute you need to file and what documentation to gather before you start makes the difference between a successful resolution and a denial.
Key Takeaways
- Disputes filed through ServiceNow go to your bank or card issuer, not directly to Visa, and your bank decides the outcome based on evidence from both sides.
- The three main dispute types are unauthorized transaction (fraud), billing error (charged twice or wrong amount), and merchandise dispute (item not received or not as described).
- You have up to 120 days from the transaction date to file a dispute, but filing sooner gives your bank more time to investigate.
- Gather your evidence before filing: emails, receipts, shipping confirmations, or proof of cancellation, depending on the type of dispute.
- If your bank denies your dispute, you can request a second review or file a complaint with your state's banking regulator.
The three types of disputes and when to use each one
Unauthorized transaction is the dispute type for fraud — when someone else used your card or account without permission. This includes identity theft, a stolen card number, or a hacked online account. File this type if you did not make the purchase and did not authorize anyone else to make it.
Billing error covers mistakes by the merchant or your bank: you were charged twice for one purchase, charged the wrong amount, or charged for a cancelled subscription. Use this type when the problem is a processing or accounting error, not fraud or a disagreement about the product itself.
Merchandise dispute is for problems with what you received: the item never arrived, arrived damaged, or was not what the merchant described in the listing. This type requires proof that you ordered something specific and did not receive it or received something different. If you received the item but straightforward changed your mind, this is not the right dispute type — that is a return or refund issue between you and the merchant.
How to file a dispute through ServiceNow
Log into your bank or card issuer's online portal or mobile app. Look for a section labeled "Disputes," "Claims," "Report a Problem," or "Transaction History." Click on the specific charge you want to dispute. ServiceNow will prompt you to select the dispute type (unauthorized, billing error, or merchandise) and ask you to describe what happened in your own words.
Be specific and factual. Write what you did, when you did it, and what you expected to happen. For example: "I ordered a laptop on March 15 with tracking number 1Z999. The carrier shows it was delivered on March 22, but I never received it. I contacted the merchant on March 25 and they said to wait 10 days. I contacted them again on April 5 and they stopped responding." This is more useful to your bank than "Item never arrived."
Upload any supporting documents: order confirmation emails, shipping receipts, tracking numbers, screenshots of the product listing, proof of cancellation requests, or correspondence with the merchant. The more evidence you provide at the time of filing, the faster your bank can move through the investigation.
What your bank does during the investigation
After you file, your bank sends your dispute and evidence to Visa and the merchant's bank. The merchant has a window — usually 7 to 10 days — to respond with their own evidence. They might provide proof of delivery, a signed receipt, or a record of your authorization. Your bank reviews both sides and makes a decision.
The investigation typically takes 30 to 90 days, though some banks resolve disputes faster. You can usually check the status of your dispute in ServiceNow under the same section where you filed it. Your bank will notify you by email or through the portal when a decision is made.
If your bank rules in your favor, they issue a provisional credit to your account within a few days. This is not final — the merchant can challenge it, which starts a second phase of investigation. If the merchant does not challenge or loses the second phase, the provisional credit becomes permanent.
important date and time limits you need to know
You have up to 120 days from the transaction date to file a dispute with Visa. Your bank may have a shorter window — some require disputes within 60 days — so check your cardholder agreement or ask your bank directly. Filing sooner is always better because it gives your bank more time to investigate and gather evidence before the merchant's important date passes.
Once you file, the merchant has 7 to 10 days to respond. After that, your bank has additional time to review and make a decision. The full investigation can take 30 to 90 days. If your bank denies your dispute, you have the right to request a second review, though the process and timeline vary by bank.
What to do if your dispute is denied
If your bank denies your dispute, you can request a second review. Ask your bank in writing (email or certified mail) to reconsider and explain why you believe the decision was wrong. Provide any new evidence you have found since the first filing. Some banks grant reconsideration; others do not.
If your bank denies the dispute again or refuses to reconsider, you can file a complaint with your state's banking regulator or the Consumer Financial Protection Bureau (CFPB). The CFPB accepts complaints online at consumerfinance.gov. Your complaint becomes part of a public record and can prompt regulators to investigate your bank's dispute handling practices.
You also have the option to pursue the merchant directly through small claims court if the amount is small enough, though this requires time and money upfront. Many people find it more practical to dispute the charge with their bank first and explore other options only if that fails.
How to prevent disputes and protect yourself going forward
Keep records of every online purchase: order confirmations, receipts, tracking numbers, and delivery confirmations. Take screenshots of product listings and prices before you buy. If you cancel a subscription, save the cancellation confirmation. These documents are the evidence your bank needs if a dispute arises later.
For high-value purchases or unfamiliar merchants, use a credit card rather than a debit card. Credit card disputes have stronger legal protections than debit card disputes, and the investigation does not drain money from your bank account while it is ongoing. Monitor your statements regularly — the sooner you spot a fraudulent or incorrect charge, the sooner you can file and the stronger your case will be.
If you are buying from a new or unfamiliar online merchant, search for reviews and check whether they have a physical address and phone number listed. Scam merchants often hide contact information or use generic addresses. A legitimate merchant should be straightforward to reach if something goes wrong.
Frequently Asked Questions
Can I dispute a charge if I authorized it but changed my mind?
No. A dispute is for fraud, billing errors, or merchandise problems — not for buyer's remorse. If you authorized the purchase and received what you ordered, that is a return or refund issue between you and the merchant. Contact the merchant directly to ask about their return policy. If they refuse to refund you and you believe they violated their stated policy, you may have grounds for a merchandise dispute, but a straightforward change of mind is not enough.
Will disputing a charge hurt my credit score?
Filing a dispute does not directly affect your credit score. However, if your bank issues a provisional credit and the merchant later wins the dispute, the charge goes back on your account. If you do not pay it, that unpaid balance can hurt your score. Pay any disputed charges that your bank denies so you do not fall behind.
How long does it take to get my money back after I win a dispute?
Your bank usually issues a provisional credit within a few days of deciding in your favor. This credit is temporary — the merchant can challenge it, which starts a second investigation. If the merchant does not challenge or loses, the provisional credit becomes permanent, usually within 30 to 60 days total. Some banks are faster; ask yours for a specific timeline.
What if the merchant is in another country?
The dispute process is the same, but investigation may take longer because your bank has to work through international banking channels. File the dispute through ServiceNow as usual and provide all the evidence you have. International disputes sometimes take 90 to 120 days instead of 30 to 60 days. Your bank will guide you through any additional steps.
Can I dispute a charge if I lost my receipt?
Yes, but a receipt strengthens your case. If you do not have a receipt, gather other evidence: order confirmation emails, credit card statements showing the charge, shipping tracking numbers, or screenshots of the product listing. Your bank can also request records from the merchant. The more evidence you provide, the better your chances of winning.