How to dispute a credit card charge
To dispute a charge on your credit card, contact your card issuer directly — usually by phone, online portal, or mail — and tell them the charge is wrong. Your issuer will then investigate by asking you for details about the transaction and reaching out to the merchant. Most card issuers have a dispute window of 60 days from when the charge appeared on your statement, though some allow up to 120 days. During the investigation, which typically takes 30 to 90 days, the issuer may credit the amount back to your account temporarily while they gather evidence.
The process differs slightly depending on whether the charge is fraudulent (someone else made it), the merchant charged you twice, the amount is wrong, or you never received the item or service. Each situation requires different proof, and your card issuer will tell you what documents to send once you file the dispute.
Key Takeaways
- You have 60 days from the charge date on your statement to dispute it with your card issuer, though some issuers allow longer.
- Contact your card issuer by phone, online account portal, or mail — do not dispute through the merchant first unless you want to try that route before involving your bank.
- Your issuer will ask for specific proof depending on the type of dispute: a police report for fraud, a receipt showing the correct amount, or tracking information for undelivered items.
- The investigation takes 30 to 90 days, and your issuer may credit the disputed amount back to your account while they investigate.
- If the issuer rules against you, you can ask them to review the decision again, though the outcome rarely changes without new evidence.
When to dispute a charge instead of contacting the merchant
You should dispute a charge through your card issuer if the merchant is unresponsive, refuses to refund you, or if you believe the charge is fraudulent. If you have not yet tried contacting the merchant, you can do that first — many disputes are resolved faster that way, especially for billing errors or items that arrived damaged.
However, if the merchant is closed, out of business, or ignoring your requests, do not wait. File a dispute with your card issuer when ready. The same applies if someone used your card without permission or if your card number was compromised. Your card issuer has legal tools to recover money that a merchant alone cannot use.
How to file a dispute with your card issuer
Start by logging into your online account or calling the customer service number on the back of your card. Tell them you want to dispute a charge and provide the transaction date, merchant name, and amount. The issuer will ask you to describe what went wrong — whether the charge is fraudulent, the amount is incorrect, you were charged twice, or you never received what you paid for.
Some card issuers let you start the dispute online through your account portal, which creates a record you can track. Others require a phone call or a written letter. Ask which method your issuer prefers and whether they need the dispute filed in a specific format. Write down the name of the representative you speak with, the date, and any reference number they give you.
After you file, your issuer will send you a dispute form or ask you to upload documents. This is where the type of dispute matters. For fraudulent charges, you may need to file a police report or provide a statement that you did not make the purchase. For billing errors, bring a receipt showing the correct amount. For undelivered items, provide tracking information or proof of return.
What documents to gather for different types of disputes
| Type of Dispute | Documents to Gather |
|---|---|
| Fraudulent charge (you did not make it) | Police report (if filed), statement that you did not authorize the charge, any suspicious account activity |
| Duplicate charge (charged twice) | Both charge dates from your statement, order confirmation showing only one purchase, receipt |
| Wrong amount charged | Receipt or invoice showing the correct price, email confirmation of the agreed amount, screenshots of the website price |
| Item never arrived | Tracking information showing delivery status, email confirmation of the order, photos of the empty package (if applicable) |
| Item arrived damaged or not as described | Photos of the damage or the item, original product listing showing what was promised, email exchange with merchant about the problem |
Gather these documents before you file the dispute if you can, but do not delay filing while you search. Your 60-day window is firm. You can send documents after you file the initial dispute.
Keep digital copies of everything you send to your issuer. Take screenshots of emails and save PDFs of receipts. If your issuer asks for clarification later, you will have proof of what you submitted and when.
What happens during the investigation
Once you file, your card issuer opens an investigation and contacts the merchant for their side of the story. The merchant has a set time — usually 10 to 30 days — to respond with evidence that the charge was legitimate. During this time, your issuer reviews both your account and the merchant's records.
Many card issuers will credit the disputed amount back to your account within a few days while the investigation is ongoing. This is a temporary credit and can be reversed if the issuer rules in the merchant's favor. Do not spend this money as though it is final.
The full investigation typically takes 30 to 90 days. Your issuer will notify you in writing of the outcome. If they rule in your favor, the credit becomes permanent and the merchant is charged back. If they rule against you, the charge stays on your account and the temporary credit is removed.
What to do if your dispute is denied
If your card issuer denies your dispute, you have the right to ask them to review the decision. This is called a second review or re-investigation. You must request it in writing within 30 days of receiving the denial letter. Include any new evidence you have found since the first investigation.
Be specific about why you believe the issuer's decision was wrong. If new documents have come to light — such as an email from the merchant admitting the error or a tracking update showing the item was never delivered — include those. A second review is not may provide to change the outcome, but it is your right to request one.
If the second review also denies your dispute, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) or your state's attorney general's office. These agencies investigate complaints about card issuers and can pressure them to reconsider, though they do not overturn decisions directly.
How to protect yourself from future disputes
Keep all receipts and order confirmations, even digital ones. Take screenshots of product listings before you buy, especially if the price or description might change. For online purchases, save the tracking information until the item arrives and you have verified it is correct.
When you receive a statement, review it within a few days. Catching errors early makes disputes faster and gives you more time to work with the merchant before filing with your issuer. If you see a charge you do not recognize, contact the merchant when ready — many will refund you on the spot if you ask within a few days.
For recurring charges (subscriptions, memberships, automatic payments), check your statement monthly. Merchants sometimes continue charging after you cancel, and catching this quickly saves you from disputing multiple months of charges.
Frequently Asked Questions
Can I dispute a charge after 60 days?
Most card issuers have a 60-day dispute window from the date the charge appears on your statement. Some issuers allow up to 120 days. After that window closes, you cannot file a dispute through your card issuer. Contact your issuer when ready if you are close to the important date.
Will disputing a charge hurt my credit score?
Filing a dispute does not directly hurt your credit score. However, if the merchant reports the disputed charge as unpaid to a credit bureau before the dispute is resolved, it could appear on your credit report. Once the dispute is resolved in your favor, the charge should be removed.
What if the merchant says they already refunded me?
If the merchant claims they issued a refund but you never received it, ask them for proof — a refund confirmation number, the date it was processed, or the account it was sent to. If they cannot provide proof, tell your card issuer this during the dispute. The issuer will investigate whether the refund actually posted to your account.
Can I dispute a charge if I authorized it but changed my mind?
Buyer's remorse is not a valid reason for a dispute. You can only dispute a charge if it is fraudulent, the amount is wrong, you were charged twice, or you never received the item or service. If you want to return something, contact the merchant about their return policy instead.
How long does it take to get my money back?
If your issuer rules in your favor, the temporary credit they gave you during the investigation becomes permanent when ready. If no temporary credit was issued, the refund typically posts to your account within 5 to 10 business days after the dispute is resolved. The merchant may take longer to receive the chargeback on their end.