File a dispute directly through the Chase mobile app or website
The fastest way to dispute a charge on a Chase credit card is through your online account. Log into Chase.com or the Chase Mobile app, find the transaction you want to dispute, and select the option to report it as unauthorized or incorrect. Chase will walk you through a short form asking why you're disputing the charge — whether it's fraudulent, a duplicate, or something else entirely.
Once you submit the dispute online, Chase assigns it a case number and sends you a confirmation. You'll see the status of your dispute in your account under the "Disputes" or "Claims" section. Most disputes filed this way are resolved within 10 business days, though some take longer depending on the merchant's response.
If you prefer to speak with someone, call the number on the back of your Chase card and ask to report a disputed transaction. A representative will take down the details and file the dispute for you over the phone. Either method — online or by phone — starts the same investigation process.
Key Takeaways
- You can dispute a charge through Chase.com, the Chase Mobile app, or by calling the number on your card.
- Chase will investigate the dispute and typically reach a decision within 10 business days to a few weeks.
- While your dispute is being reviewed, the charge may be temporarily removed from your account, but you won't know the final outcome until Chase hears back from the merchant.
- Keep records of any communication with the merchant, your receipt, and the reason for the dispute — this information helps Chase's investigation.
- If Chase denies your dispute, you can ask for a review or file a complaint with the Consumer Financial Protection Bureau.
What information you'll need to provide
When you file a dispute, Chase will ask you to describe what happened with the charge. Have the following details ready: the transaction date, the amount charged, the merchant's name, and the reason you're disputing it. The reason matters — you'll choose from options like "unauthorized charge," "duplicate charge," "charged the wrong amount," or "merchandise not received."
If the charge is fraudulent, you don't need to prove it happened without your permission; you just need to report it. If the charge is legitimate but wrong — for example, a restaurant charged you $85 instead of $58 — describe exactly what went wrong. If you ordered something that never arrived, note the order number or tracking information if you have it.
Chase may ask for additional documentation after you file. This could include a receipt, a screenshot of your order confirmation, or an email exchange with the merchant. Having these documents ready speeds up the process, but you don't need to attach them when you first file.
How Chase investigates and what happens to the charge
After you file, Chase contacts the merchant and asks them to explain the charge. The merchant has a set time — usually 10 business days — to respond with their side of the story. During this time, Chase may temporarily remove the charge from your account, but this is not a final decision. You won't owe the money while the investigation is underway, but the charge could be put back if the merchant provides proof that it was legitimate.
Chase reviews both your account and the merchant's response, then makes a final decision. If Chase rules in your favor, the charge is permanently removed and you're refunded. If Chase rules against you, the charge goes back on your account and you're responsible for paying it. Chase will notify you of the outcome by mail or through your online account.
The entire process typically takes two to four weeks, though some disputes resolve faster. Complex cases — such as disputes over services that were partially delivered — can take longer because Chase needs more time to gather information.
Disputes for unauthorized or fraudulent charges
If someone used your card number without permission, report it as an unauthorized charge. Chase will not hold you responsible for fraudulent transactions under federal law, but you need to report it promptly. The sooner you file, the sooner Chase can investigate and protect your account.
When you report fraud, Chase may also issue you a new card with a new number. This prevents the fraudster from making additional charges. You'll receive the replacement card within 7 to 10 business days. In the meantime, you can still use your account online or through the mobile app, but you won't be able to use the physical card at stores.
If you notice multiple unauthorized charges, report all of them in one dispute or in separate disputes — Chase handles both approaches. List each charge separately so the investigation is clear and complete.
Disputes for items not received or services not provided
If you paid for something that never arrived or a service that wasn't completed, you can dispute the charge. When you file, explain what you ordered, when you expected to receive it, and what happened instead. Include any tracking information, order confirmation numbers, or communication with the merchant that shows the item or service was not delivered.
Chase will ask the merchant to provide proof of delivery or completion. If the merchant can't prove they sent the item or finished the work, Chase will rule in your favor. If the merchant provides a tracking number showing delivery, Chase may ask you to confirm whether you actually received the package. Be honest in your response — if the package was delivered to your address, Chase will likely side with the merchant even if you didn't open it.
For services, the same principle applies. If you paid for a repair, installation, or other work and it wasn't done, tell Chase what was supposed to happen and what actually happened. The merchant will have a chance to explain their side.
Disputes for duplicate or incorrect charges
If you were charged twice for the same purchase or charged the wrong amount, report it as a duplicate or billing error. Provide the transaction dates and amounts for both charges if there are two, or explain the correct amount if you were overcharged. Many merchants make these mistakes by accident, and they're usually resolved quickly once the merchant reviews their records.
When you file a duplicate charge dispute, Chase will compare the two transactions and contact the merchant. The merchant will either confirm the duplicate and issue a refund, or explain why both charges were necessary. Most duplicate disputes are resolved in favor of the customer because the merchant's own records show the error.
For incorrect amounts, describe what you agreed to pay versus what appeared on your statement. If you have a receipt or order confirmation showing the correct price, mention it in your dispute.
What to do if Chase denies your dispute
If Chase investigates and decides the charge was legitimate, you'll receive a letter or notification explaining why. Read it carefully — Chase will tell you what the merchant said and why they believed the charge was correct. If you disagree with Chase's decision, you have options.
You can ask Chase to reconsider by providing new evidence or information that wasn't available during the first investigation. Contact Chase through your account or by phone and explain what additional proof you have. Chase will review your request, though they are not required to reopen the case.
If Chase still won't help, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB investigates complaints about credit card companies and can pressure Chase to reconsider. Filing a CFPB complaint doesn't may provide a different outcome, but it creates an official record and may prompt Chase to take another look.
How long the dispute process takes and what to expect
Most disputes are resolved within 10 business days to four weeks. straightforward cases — like a clear duplicate charge or an unauthorized transaction where the merchant doesn't respond — move faster. Complex cases where the merchant disputes your claim or where the facts are unclear take longer.
During the investigation, you can check the status of your dispute anytime through your Chase account. The status will show whether Chase is waiting for the merchant's response, reviewing the evidence, or has reached a decision. You don't need to call or email Chase to check — the online status is always current.
Once Chase makes a final decision, that decision is binding. You cannot dispute the same charge again unless you have genuinely new evidence that wasn't part of the original investigation.
Frequently Asked Questions
Do I have to pay the disputed charge while Chase investigates?
No. While your dispute is under review, you are not responsible for the charge. Chase may temporarily remove it from your account, or it may stay on your statement but be marked as disputed. Either way, you should not make a payment on that charge while the investigation is ongoing.
What if the merchant says they have proof the charge was legitimate?
Chase will review the merchant's proof — usually a receipt, tracking number, or signed delivery confirmation. If the proof is convincing, Chase may rule against you. If the proof is weak or doesn't match your account, Chase will likely rule in your favor. You'll have a chance to respond to the merchant's claim before Chase makes a final decision.
Can I dispute a charge after several months?
Chase allows disputes within a certain timeframe, typically 60 to 120 days from when the charge appeared on your statement. If you wait longer, Chase may not investigate. Check your statement regularly and report disputes as soon as you notice them.
Will disputing a charge hurt my credit score?
No. Filing a dispute does not affect your credit score. Disputes are between you and Chase; they are not reported to credit bureaus. Your score is only affected if you fail to pay other charges or if Chase rules against you and you refuse to pay the charge.
What if I recognize the charge but forgot I made it?
Contact the merchant first before filing a dispute. Ask them to explain the charge — they can often tell you exactly what you purchased and when. If you remember making the purchase after talking to the merchant, you can cancel your dispute. Filing a false dispute wastes time and could damage your relationship with Chase if it becomes a pattern.