How to start a dispute with Chase
Call Chase at the number on the back of your card and tell them you want to dispute a charge. Have your card number, the transaction date, the merchant name, and the dollar amount ready before you call. Chase will open a dispute case on the spot and give you a case number — write this down.
You can also start a dispute through the Chase mobile app or website by going to your transaction history, finding the charge, and selecting "Report as Unauthorized" or "I Don't Recognize This." The online route takes a few minutes and creates the same case as a phone call. Either way, Chase will send you written confirmation of the dispute within a few business days.
Do not wait to dispute. Chase has a 60-day window from the date the charge appeared on your statement to file a dispute. After 60 days, the bank is no longer required to investigate, and you lose your right to a refund through this process.
Key Takeaways
- You have 60 days from the statement date to dispute a charge, so contact Chase as soon as you notice something wrong.
- Call the number on your card, have your transaction details ready, and ask for a case number to track your dispute.
- Chase will likely ask you to explain why you are disputing — whether the charge was unauthorized, the merchant never delivered, or the amount was wrong.
- The investigation usually takes 30 to 90 days, and Chase will contact you if they need more information from you.
- If Chase rules in your favor, the money goes back to your card; if they rule against you, you can ask them to reconsider with new evidence.
What counts as a valid dispute reason
Chase groups disputes into a few categories, and the reason you give matters because it changes how Chase investigates. The most common reason is unauthorized charge — someone used your card number without permission. This includes fraud, a lost or stolen card, or a merchant who charged you after you canceled. Unauthorized charges get the strongest protection under federal law.
The second category is merchant error or billing dispute. This covers charges that went through twice by accident, a charge for a different amount than you agreed to, or a charge from a merchant you never authorized at all. You are not saying someone stole your card — you are saying the merchant made a mistake or you never approved the transaction.
The third category is merchandise or services not received. You ordered something, the merchant charged your card, but the item never arrived or the service was never performed. This is common with online purchases, subscription cancellations that still charged you, or contractors who took payment and disappeared.
Do not claim unauthorized if you actually authorized the charge but changed your mind. Buyer's remorse is not a valid dispute reason. If you bought something and regret it, contact the merchant first to ask for a refund — that is faster and simpler than a chargeback.
What Chase will ask you to provide
When you open a dispute, Chase will ask you to describe what happened in writing. Be specific: include the date you noticed the charge was wrong, what you expected to happen, and what actually happened instead. If the charge was unauthorized, explain how you discovered it and whether you have already contacted the merchant.
Chase may ask for documents depending on your dispute type. For an unauthorized charge, they want to know if you reported it to the police or filed an identity theft report — you do not have to, but it strengthens your case. For a merchandise dispute, they want proof you ordered the item (an order confirmation email, receipt, or screenshot) and proof it did not arrive (tracking information showing it was never delivered, or a message from the merchant saying they cannot fulfill it).
Keep copies of everything you send to Chase. Take screenshots of emails, save order confirmations, and write down the dates and times of any phone calls with the merchant. If Chase asks for more information, you will have it ready.
How long the dispute process takes
Chase has up to 90 days to investigate your dispute, though most cases close in 30 to 60 days. During this time, the charge usually stays on your account, but Chase may issue a temporary credit while they look into it — this is not a final decision, just a holding pattern so you are not out the money while they investigate.
Chase will contact you if they need more information. Answer quickly — if they ask for something and you do not respond within their important date, they may close the case and rule against you. Check your email and phone regularly, and make sure Chase has your current contact information.
Once Chase finishes investigating, they will send you a letter explaining their decision. If they find in your favor, the temporary credit becomes permanent and the charge is removed. If they find against you, the charge stays and any temporary credit is reversed.
What to do if Chase denies your dispute
If Chase rules against you, you can ask them to reconsider. Send a written request to the address on your dispute letter within 10 days, and include any new evidence you have found since the original investigation. New evidence might be an email from the merchant admitting they made an error, a tracking number showing the package was never delivered, or proof that you canceled a subscription before the charge went through.
Chase will review your new evidence and send you a final decision. This second review is your last step with Chase. If they still rule against you, the dispute is closed and you cannot reopen it with the same evidence.
If you believe Chase made a serious error, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB does not overturn Chase's decision, but they investigate whether Chase followed the law correctly. A complaint on file can pressure Chase to reconsider if there was a procedural mistake.
Preventing unauthorized charges in the future
Check your Chase statement every month, even if you get alerts. Fraudsters sometimes make small charges first to test whether you notice — a $1 charge or a charge from an unfamiliar merchant. Catch these early and dispute them before they escalate to larger amounts.
Set up transaction alerts in the Chase app so you get notified of charges over a certain amount, or of any charge from a new merchant. You can also turn on purchase notifications to see every charge as it happens. These alerts do not prevent fraud, but they let you spot it fast.
If your card is lost or stolen, call Chase when ready at the number on the back of your card. They will freeze it right away, and any charges after you report it are your responsibility only if Chase finds you were negligent — for example, if you waited weeks to report it.
Frequently Asked Questions
Do I have to pay the disputed charge while Chase investigates?
No. If Chase issues a temporary credit, you do not owe that amount while they investigate. If they do not issue a temporary credit, you still do not have to pay it — but it will show as past due on your account until the dispute closes. Pay the rest of your bill on time to avoid interest and late fees on the undisputed balance.
Can I dispute a charge if I authorized it but the merchant never delivered?
Yes. Authorization means you approved the charge, not that you approved the merchant keeping your money without delivering. This is a "services not received" dispute, and Chase will investigate whether the merchant actually sent what you paid for.
What if the merchant says I authorized the charge and I say I did not?
Chase will ask the merchant for proof of authorization — usually a signed receipt, an email confirmation you sent, or a record of your card being present at the time. If the merchant cannot provide proof and you maintain you never authorized it, Chase will likely rule in your favor.
Does disputing a charge hurt my credit score?
No. Disputing a charge does not appear on your credit report and does not affect your score. Your score is based on payment history, credit utilization, and other factors — not on whether you dispute a transaction.
Can I dispute a charge after I have already received a refund from the merchant?
You should not. If the merchant already refunded you, there is nothing to dispute. Opening a dispute after receiving a refund is considered fraud and can result in Chase closing your account or reporting you to law enforcement. If the refund is pending, wait for it to post before opening a dispute.