Contact your card issuer within 60 days of the charge
When you spot a charge you don't recognize or believe is wrong, call the phone number on the back of your credit card. This is the fastest way to start a dispute. You have up to 60 days from the date the charge appeared on your statement to report it — after that, your card issuer has no legal obligation to investigate.
Have your card and statement in front of you when you call. The representative will ask you to describe what happened: whether you don't recognize the merchant at all, were charged twice for one purchase, or received damaged goods. Be specific about the date, amount, and merchant name as it appears on your bill.
The card issuer will create a dispute case and assign it a reference number. Write this down. They will tell you what happens next and how long the investigation typically takes — usually 30 to 90 days, depending on the card network and the type of dispute.
Key Takeaways
- You must report a disputed charge within 60 days of when it appears on your statement, or your card issuer cannot investigate it.
- Call the number on the back of your card with your statement in front of you and describe exactly what is wrong with the charge.
- Your card issuer will often issue a temporary credit while they investigate, so you are not out the money during the process.
- If the merchant or card issuer disagrees with you, you can escalate the dispute or provide additional evidence like receipts or correspondence.
- Different types of disputes — unauthorized charges, billing errors, non-delivery — follow slightly different timelines and rules.
What happens after you report the dispute
Once you report the charge, your card issuer will usually place a temporary credit back on your account within a few business days. This is not the final decision — it is a placeholder while they investigate. You can use that credit when ready, but understand that if the investigation finds the charge was legitimate, the credit will be removed and you will owe the amount again.
The card issuer will contact the merchant's bank (called the acquiring bank) and ask them to investigate on the merchant's side. The merchant has a chance to respond with evidence that the charge was valid — a signed receipt, proof of delivery, or a record of the service provided. This back-and-forth can take several weeks.
You may be asked to provide your own evidence: a written statement of what happened, emails with the merchant, photos of damaged goods, or proof that you cancelled a subscription. The more documentation you have, the stronger your case.
Different types of disputes and what each one means
Credit card disputes fall into a few categories, and the card issuer will classify yours based on what you report. Understanding which type applies to your situation helps you explain it clearly.
Unauthorized charge: You did not make this purchase and did not give permission for it. This includes fraudulent use of your card number, a stolen card, or someone using your card without consent. This is the strongest type of dispute and usually resolves in your favor quickly.
Billing error: You were charged the wrong amount, charged twice for one item, or charged for something you cancelled. You have a receipt or confirmation showing what you actually owed. Bring documentation of what you were supposed to pay.
Non-delivery or non-receipt: You paid for something that never arrived, or you received it but it was so damaged it was unusable. You will need to show that you never got the item or that it arrived in unacceptable condition. If the merchant offers a refund directly, take it — that ends the dispute faster than the card issuer's investigation.
Merchant error or misrepresentation: The merchant charged you for something different than what was advertised, or the service was not provided as promised. This is harder to prove than an unauthorized charge and may require written communication with the merchant showing the discrepancy.
How to gather evidence before you call
The stronger your case, the faster it resolves. Before you contact your card issuer, collect anything that supports your version of what happened.
For an unauthorized charge, gather any proof that you were not the one who made the purchase: a statement showing you were in a different location, a record that your card was in your possession, or a police report if your card was stolen. For a billing error, keep your receipt, order confirmation, or the email showing what you were supposed to pay. For non-delivery, save the tracking information showing the package never arrived, or photos of the damaged item in its packaging.
If you have communicated with the merchant by email or through their website, save those messages. Screenshots of your account showing a cancelled subscription or a refund request are also useful. Do not rely on memory — card issuers want to see written proof.
What to do if the dispute is decided against you
If the card issuer's investigation concludes that the charge was valid, they will remove the temporary credit and you will owe the full amount again. This does not mean you are out of options.
Ask the card issuer for the specific reason they sided with the merchant. If they say the merchant provided proof of delivery but you genuinely did not receive the item, you can escalate the dispute and provide additional evidence — for example, a signature confirmation showing someone else signed for the package, or a statement from your building's security that no package was delivered.
You can also contact the merchant directly and ask for a refund or chargeback reversal. Sometimes a merchant will refund you to avoid further dispute activity on their account. If you believe the card issuer made an error in their investigation, you can file a complaint with the Consumer Financial Protection Bureau (CFPB), which oversees credit card companies.
Preventing disputes by checking your statement regularly
The 60-day window is your legal protection, but it only works if you notice the charge. Review your statement as soon as it arrives — either online or by mail — and look for anything unfamiliar.
Recurring charges are straightforward to miss. If you signed up for a free trial that converts to a paid subscription, check your statement the month after the trial ends. If you cancelled a subscription, verify that the charge stopped. Many disputes happen because a charge continued after cancellation, and the sooner you catch it, the sooner you can dispute it.
If you do not recognize a merchant name on your statement, search for it online or call the number on the back of your card and ask what the charge is. Sometimes merchants use a parent company name or abbreviation that does not match what you remember seeing at checkout.
How long the dispute process takes and what to expect
The timeline depends on the type of dispute and how quickly the merchant responds. Most disputes are resolved within 30 to 90 days, but some can take longer if additional investigation is needed.
During the investigation, your temporary credit stays on your account. You can spend it, but remember it is not final. If the dispute is decided in your favor, the temporary credit becomes permanent and you owe nothing. If it is decided against you, the credit is removed and the charge reappears on your account.
Your card issuer should send you written notice of the outcome, including the reason for their decision. Keep this letter in case you need to escalate or file a complaint later. If you disagree with the outcome, you have the right to request that the card issuer reconsider, though this is less common and requires strong new evidence.
Frequently Asked Questions
Can I dispute a charge after 60 days?
No. The 60-day window is a legal requirement under federal law, and card issuers cannot investigate disputes reported after that important date. The 60 days starts from when the charge appears on your statement, not when you received the item or service. Mark your calendar when you get your statement so you do not miss the window.
Do I have to pay the disputed charge while the investigation is happening?
No. Your card issuer will usually place a temporary credit on your account within a few business days, so you are not responsible for the amount during the investigation. However, if the dispute is decided against you, the credit is removed and you will owe the charge again.
What if the merchant says I authorized the charge?
If you genuinely did not authorize it, tell your card issuer that clearly. The merchant may have a record of a signature or a confirmation email, but if you did not make the purchase, that is still fraud. Provide any evidence that you did not authorize it — a statement that your card was lost, proof you were elsewhere, or a police report if applicable.
Can I dispute a charge if I changed my mind about the purchase?
Not through a chargeback. If you straightforward regret buying something, that is a refund issue between you and the merchant, not a billing error. Contact the merchant directly and ask for a refund. Only dispute the charge if there is an actual error — wrong amount, duplicate charge, non-delivery, or unauthorized use.
What happens to my credit score during a dispute?
The dispute itself does not hurt your credit score. However, if the dispute is decided against you and you do not pay the charge, that unpaid balance can be reported to credit bureaus and damage your score. Pay the charge if the dispute is decided against you, or work out a payment plan with your card issuer.