You have the right to dispute a charge, and your card issuer must investigate it within 30 days
When you spot a charge on your statement that you didn't make or don't agree with, you don't have to pay it. Your card issuer — the bank or company that issued your card — is required by federal law to look into your claim. The process is called a chargeback or dispute, and it's free.
The timeline matters: you have 60 days from when the charge first appeared on your statement to report it. Your issuer then has 30 days to acknowledge your dispute and begin investigating. During that time, the charge is usually removed from your balance while they work, though this varies by card issuer and the type of dispute.
The most common reasons to dispute are: someone used your card without permission, the merchant charged you twice for one purchase, the merchant charged you for something you returned, or the charge amount was wrong. You can also dispute if you ordered something and it never arrived, though that route sometimes requires you to work with the merchant first.
Key Takeaways
- You have 60 days from the statement date to report a dispute, and your issuer must investigate within 30 days.
- Contact your card issuer directly — by phone, app, or website — rather than the merchant, because the issuer has the legal obligation to investigate.
- Gather any proof you have: emails, receipts, screenshots, or a written explanation of why the charge is wrong.
- The charge is usually removed from your balance during the investigation, but you may owe it back if the issuer rules against you.
- If the merchant disputes your dispute, you may need to provide additional evidence or accept the issuer's final decision.
How to start a dispute with your card issuer
Call the customer service number on the back of your card, or log into your online account or mobile app. Most issuers now let you start a dispute directly in the app — look for a button near the transaction that says "Report a Problem" or "Dispute This Charge." If you call, have your statement in front of you and be ready to explain what happened in a few sentences.
The issuer will ask you to choose a reason for the dispute from a list. Common categories are "I don't recognize this charge," "Fraudulent charge," "Duplicate charge," "Merchant error," or "Item not received." Pick the one that matches your situation most closely. If you're not sure, describe what happened and the representative can help you select the right category.
You'll be asked to provide a brief written explanation. Keep it factual: "I did not authorize this charge" or "I returned this item on [date] but was still charged" works better than a long story. The issuer will assign your dispute a reference number — write this down and keep it somewhere safe.
What evidence to gather before you dispute
You don't need perfect proof to start a dispute, but having something helps. If you have emails from the merchant, screenshots of your order confirmation, a receipt, a tracking number showing the item was returned, or a written exchange with customer service, save those. Take photos or screenshots and keep them in one place.
If the charge is fraudulent — meaning someone else used your card — you don't need to prove who did it. Your issuer's job is to determine whether you authorized the charge, not to catch the thief. A straightforward statement like "I did not make this purchase and did not authorize anyone to use my card" is enough to start the investigation.
If the dispute is about a merchant error — a duplicate charge, wrong amount, or item not received — any communication with the merchant helps. An email saying "I returned this on [date]" or "You charged me twice for order [number]" gives the issuer something concrete to investigate.
What happens during the 30-day investigation
Once you report the dispute, your issuer contacts the merchant's bank and asks them to investigate on their end. The merchant has a chance to respond with their own evidence — a signed receipt, proof of delivery, or a record showing you authorized the charge. This back-and-forth usually takes the full 30 days.
During this time, the charge is typically removed from your balance and your available credit goes back up. However, you may still owe the amount if the investigation rules against you. Some issuers put a temporary hold on the amount instead of removing it entirely — ask your issuer which approach they use.
You may be asked to provide more information. If the issuer contacts you, respond quickly. A delayed response can slow down the investigation or result in the dispute being closed without a decision in your favor.
When the issuer rules in your favor
If the investigation finds that you didn't authorize the charge or the merchant made an error, the dispute is resolved in your favor. The charge is permanently removed from your account, and you owe nothing. Your issuer will send you a written notice explaining the decision.
If the charge was fraudulent, ask your issuer whether they'll issue you a new card number. Many do automatically, but some wait for you to request it. A new card number prevents the fraudster from using your card again if they have it.
Keep the written decision from your issuer. If the same merchant or a related charge appears later, you'll have documentation that you've already disputed them.
When the issuer rules against you
If the merchant provides evidence that you authorized the charge — a signed receipt, a delivery confirmation, or a record of the transaction — the issuer may rule against your dispute. The charge goes back on your account, and you're responsible for paying it.
This doesn't mean you're out of options. If you believe the merchant's evidence is false or incomplete, you can ask your issuer to reconsider. You can also try contacting the merchant directly to resolve the issue — sometimes a phone call or email can result in a refund or credit that's faster than another dispute.
If the original dispute was about an item not received or a return not credited, and the merchant's proof of delivery seems wrong, document your side clearly. Photos of the empty package, a tracking number showing it was returned, or a receipt from the return can strengthen a second request.
Disputes about items not received or not as described
If you ordered something online and it never arrived, or it arrived damaged or different from what you ordered, you have options. Some card issuers ask you to contact the merchant first and give them a set number of days to resolve it. If the merchant doesn't respond or refuses to help, then you can dispute.
For items not received, the merchant's proof is usually a tracking number showing delivery. If the tracking shows delivered but you never got it, that's a strong dispute case — the merchant or their shipping partner is responsible for the loss, not you. If the tracking shows it's still in transit, the issuer may ask you to wait a few more days.
For items not as described, describe exactly what was wrong: "The item was a different color than pictured," "The size was XL instead of M," or "The item was broken when it arrived." The more specific you are, the easier it is for the issuer to investigate.
How to avoid disputes in the first place
Check your statement every month, even if it's just a quick scan. Catching a problem early means you have more time to resolve it, and you're less likely to forget the details of a transaction.
For online purchases, keep your confirmation emails and order numbers. If something goes wrong, you'll have proof of what you ordered and when. For in-person purchases, keep receipts for at least a month.
If you're unsure about a charge, contact the merchant before disputing. Many charges that look wrong are actually legitimate — a charge from a parent company, a subscription you forgot about, or a hold that was released. A quick call or email can clear it up without involving your card issuer.
If you notice unauthorized activity on your account, report it right away. The sooner you report fraud, the sooner your issuer can investigate and protect you from further charges.
Frequently Asked Questions
What if I recognize the merchant's name but don't remember the charge?
Contact the merchant first. It might be a subscription you forgot about, a charge from a parent company with a different name, or a pending charge that's now posted. The merchant can often explain it in one email. If it's still wrong after they explain, then dispute it with your card issuer.
Can I dispute a charge if I authorized it but changed my mind?
Not through a chargeback. If you bought something and then decided you didn't want it, contact the merchant about a return or refund. A dispute is for charges you didn't authorize or that are factually wrong — not for buyer's remorse. Some merchants have return windows; check their policy.
What happens if I dispute a charge and then the merchant refunds me?
Tell your card issuer right away. You can withdraw the dispute, or the issuer will close it once they see the refund posted. If you don't tell them and the dispute is resolved in your favor, you could end up with both the refund and the chargeback credit — and the issuer may ask you to return one of them.
How long does it take to get my money back?
The issuer has 30 days to investigate, but the actual timeline depends on the merchant's response. Once the issuer rules in your favor, the credit usually posts within a few business days. If you're waiting for a decision, check your account or call the issuer using the reference number from your dispute.
Can the merchant sue me if I dispute a charge?
A merchant can't sue you for disputing a legitimate charge through your card issuer — that's your legal right. However, if a dispute is found to be fraudulent or made in bad faith, the merchant or issuer could take action. Dispute only charges that are actually wrong or unauthorized.