What happens when you dispute a charge
When you dispute a credit card charge, your card issuer investigates whether the transaction was fraudulent, unauthorized, or billed incorrectly. During the investigation, the issuer typically removes the charge from your bill temporarily — you do not have to pay it while they look into it. The merchant gets notified that you have challenged the charge and has a set window (usually 7 to 10 business days) to respond with evidence that the charge was legitimate.
The investigation itself takes 30 to 90 days from the date you file the dispute. Your card issuer will review documents from both you and the merchant, then make a final decision: the charge stays removed, it gets put back on your account, or it gets partially reversed. You will receive written notice of the outcome, and if the issuer rules in your favor, the charge remains off your bill permanently.
Key Takeaways
- File your dispute within 60 days of the charge appearing on your statement — after that window closes, most card issuers will not investigate.
- Contact your card issuer by phone, mail, or through your online account portal; do not dispute through the merchant directly if you want federal protection.
- Provide a clear written explanation of why the charge is wrong, along with any supporting documents like receipts, emails, or proof of return.
- Your card issuer must acknowledge receipt of your dispute within 30 days and complete the investigation within 90 days.
- If you lose the dispute, you can request reconsideration if you have new evidence, but the merchant is not required to negotiate further.
The 60-day window and why it matters
You have 60 days from the date the charge appears on your credit card statement to file a dispute. This is a federal requirement under the Fair Credit Billing Act. If you miss this important date, your card issuer can refuse to investigate, and you lose the legal protections that come with a formal dispute.
The 60 days starts from when the charge first shows up on your statement, not from when you made the purchase. If you notice a problem weeks later, count backward from your statement date. If you are unsure when your statement closes, log into your online account or call the number on the back of your card to confirm.
How to file a dispute with your card issuer
Contact your card issuer directly — do not try to resolve this with the merchant first if you want the protection of a formal dispute. You can file through three routes: by phone (the fastest), by mail (creates a paper trail), or through your online account portal (available with most major issuers).
By phone: Call the number on the back of your card and ask to speak with the disputes department. Have your statement in front of you and be ready to explain which charge is wrong and why. The representative will take your information and assign a dispute case number. Write this number down — you will need it to track the investigation.
By mail: Send a letter to the address listed on your statement for disputes (different from the payment address). Include your account number, the date of the charge, the amount, the merchant name, and a clear explanation of the problem. Keep a copy for your records and send it certified mail so you have proof of delivery.
Through your online portal: Log into your account, find the transaction, and select "Dispute this charge." You will be prompted to choose a reason (unauthorized, fraudulent, billing error, merchandise not received, etc.) and to describe the problem. Some issuers let you upload photos of receipts or other documents directly.
What to include in your dispute
Your explanation should be specific and factual. Instead of "this charge is wrong," write "I returned this item on March 15 and was told I would receive a refund within 10 business days. The charge is still on my account as of today, and I have not received the refund." Vague complaints slow down investigations.
Gather any documents that support your case: a receipt showing a different amount, an email from the merchant confirming a refund, a tracking number proving you returned an item, a credit memo, or a screenshot of your order confirmation. If the charge is for something you never received, note the expected delivery date and what you did to try to locate it. If someone else made the charge without permission, explain how you discovered it and what steps you took to find your account.
Do not send originals of important documents — send copies. Your card issuer will not return them, and you may need the originals if the dispute goes to a chargeback hearing.
What happens during the investigation
Once you file, your card issuer sends a notice to the merchant stating that you have disputed the charge. The merchant then has 7 to 10 business days to respond with evidence that the charge was legitimate — usually a signed receipt, proof of delivery, or documentation that you received the service.
Your card issuer reviews both sides and makes a decision. If the merchant does not respond within the time window, the issuer often rules in your favor by default. If the merchant does respond, the issuer weighs the evidence. For example, if you claim you never received an item but the merchant provides a tracking number showing delivery to your address, the issuer may rule against you. If you claim the charge was unauthorized and the merchant cannot prove you signed for it or that it matches your usual spending pattern, the issuer may rule in your favor.
You will receive written notice of the decision. If you won, the charge is permanently removed. If you lost, the charge goes back on your bill, and you will owe it. Some issuers allow you to request reconsideration if you have new evidence, but this is not may provide.
Disputes for different types of problems
The reason you choose when filing affects how the issuer investigates. Unauthorized charges (someone used your card without permission) are treated as potential fraud. The issuer may freeze your account and issue a new card. Fraudulent charges (charges made by someone who obtained your card information) follow the same path. Billing errors (you were charged twice, charged the wrong amount, or charged for something you canceled) are investigated as clerical mistakes.
Merchandise not received requires proof that the item never arrived. You will need to show that you did not receive it and that you attempted to contact the merchant. Merchandise not as described (you ordered one thing and received another, or it arrived damaged) is harder to win because the merchant can argue the item was as described in the listing. You may have better luck returning the item directly to the merchant and requesting a refund, then disputing only if the refund does not process.
Duplicate charges (you were billed twice for the same transaction) are usually the easiest to resolve. Provide your statement showing both charges and a receipt showing only one transaction occurred.
What to do while your dispute is pending
You do not have to pay the disputed amount while the investigation is underway. However, your minimum payment is still due on the rest of your balance. If you do not pay the minimum, you may be reported as late even though the disputed charge is not your responsibility.
Keep records of all communication with your card issuer. Write down the date and time you called, the name of the representative, and what they told you. If you filed by mail, keep the certified mail receipt. If you filed online, take a screenshot of the confirmation page showing your case number.
Do not make additional charges to the account if possible — it can complicate the investigation. If the merchant contacts you directly to resolve the dispute, do not agree to anything without consulting your card issuer first. Some merchants will offer a partial refund to drop the dispute, which may or may not be in your interest depending on the situation.
What happens if you lose the dispute
If your card issuer rules against you, the charge is reinstated on your account. You will owe the full amount, and interest will accrue if you do not pay it. The issuer will send you a written explanation of why they ruled against you.
You can request reconsideration if you have new evidence — for example, if you initially could not locate a receipt but found it later, or if the merchant's response contained false information that you can now disprove. Contact your card issuer and ask to reopen the dispute. There is no may provide they will agree, and there is no limit on how many times you can request reconsideration, but issuers are unlikely to reverse a decision without substantial new information.
If you believe your card issuer made an error in their investigation, you can file a complaint with the Consumer Financial Protection Bureau (CFPB). This does not overturn the dispute decision, but it creates a record and may prompt the issuer to review their process.
Frequently Asked Questions
Can I dispute a charge after 60 days?
Most card issuers will not investigate a dispute filed after 60 days from your statement date. This is a federal requirement, not a choice by the issuer. If you discover a problem after 60 days, contact the merchant directly and ask for a refund, but you will not have the legal protections of a formal dispute.
What if the merchant says I agreed to the charge?
If the merchant provides a signed receipt or email confirmation showing you authorized the charge, the issuer will likely rule against you. However, if you claim the charge was unauthorized because someone else had access to your card, the issuer may still investigate whether you took reasonable steps to protect your account. Provide evidence that you reported the card lost or stolen, or that the charge does not match your usual spending pattern.
Do I have to pay the disputed charge while the investigation is happening?
No. The charge is typically removed from your bill while the issuer investigates. However, you still owe your minimum payment on the rest of your balance. If you do not pay the minimum, you may be reported as late.
How long does a dispute investigation take?
The issuer must acknowledge your dispute within 30 days and complete the investigation within 90 days. Some disputes are resolved faster, especially if the merchant does not respond or if the evidence is clear-cut. You will receive written notice of the final decision.
Can I dispute a charge if I changed my mind about a purchase?
Not through a formal dispute. If you straightforward regret buying something, that is a return or refund issue between you and the merchant, not a billing error. Contact the merchant directly and ask about their return policy. A dispute is for charges that are fraudulent, unauthorized, or billed incorrectly — not for buyer's remorse.