How to dispute a credit card charge
To dispute a charge, contact your credit card issuer — the bank or company whose name appears on your card — and tell them the charge is wrong. You do not contact the merchant first. Your card issuer has a legal obligation to investigate charges you say are fraudulent, unauthorized, or billed incorrectly, and to temporarily remove the amount from your balance while they look into it. The process is called a chargeback or dispute, depending on the card network.
Most issuers let you start a dispute by phone, online through your account portal, or by mail. Phone is fastest — you can often open a dispute in under ten minutes. The issuer will give you a dispute reference number and explain what documents they need. You typically have 60 days from when you first saw the charge to report it, though some issuers allow longer.
Key Takeaways
- Contact your card issuer directly, not the merchant, and have your card number and the transaction date ready when you call.
- The issuer will remove the disputed amount from your balance temporarily while they investigate, usually within two to three business days.
- You will need to provide a written statement explaining why the charge is wrong, along with any supporting documents like receipts or correspondence with the merchant.
- The investigation takes 30 to 90 days depending on the reason for the dispute and the card network involved.
- If the merchant provides proof they delivered what you ordered or that you authorized the charge, the issuer may side with them and put the money back on your bill.
When to dispute instead of asking the merchant for a refund
If you ordered something and it never arrived, or arrived damaged or different from what was described, contact the merchant first. Most will refund you or send a replacement without involving your card issuer. A dispute should be your second step, not your first, because disputing takes longer and the merchant may refuse to work with you in the future.
Dispute when ready if the merchant is unresponsive, if you do not recognize the charge at all, or if you believe someone used your card without permission. You should also dispute if you returned an item and the merchant promised a refund but never sent it — after you have given them a reasonable window (usually 14 days) to process it.
What counts as a valid reason to dispute
Your card issuer will investigate disputes in these categories: the charge was fraudulent or unauthorized, the merchant charged you twice for the same thing, the amount was wrong, you returned the item but were not refunded, the merchant never delivered what you ordered, or what arrived was not what you ordered or was damaged.
You cannot dispute a charge straightforward because you changed your mind about a purchase, even if the merchant's return policy is strict. You also cannot dispute if you authorized the charge at the time — for instance, if you signed a receipt or entered your PIN. However, if a merchant charged you more than the amount you authorized, or charged you multiple times when you only approved one, those are valid disputes.
How to contact your card issuer and start the process
Find the phone number on the back of your card or on your monthly statement. Call the customer service line and say you want to dispute a charge. Have ready: your card number, the date of the charge, the merchant name, and the amount. Explain clearly what went wrong — for example, "I ordered a blue jacket but received a red one" or "This charge is from a store I have never used."
The representative will ask you to describe the situation and may ask follow-up questions. They will then tell you what documents to send — usually a written statement and copies of receipts, emails, or photos. Some issuers let you upload these through your online account; others ask you to mail them or email them to a disputes department. Ask for the address or email and the dispute reference number before you hang up.
If you prefer not to call, log into your card issuer's website or mobile app and look for a "Disputes" or "Report a Problem" section. Most major issuers now offer online dispute filing. The process is the same: you describe the charge and upload supporting documents.
What happens after you file a dispute
Within two to three business days, the issuer will usually remove the disputed amount from your balance as a temporary credit. This does not mean you have won the dispute — it means the issuer is investigating. You will not owe that amount while they look into it, and you can use your card normally.
The investigation itself takes 30 to 90 days. The issuer will contact the merchant and ask them to provide proof that the charge was valid — usually a signed receipt, a delivery confirmation, or a record of your authorization. If the merchant cannot provide proof, or if their explanation does not match yours, the issuer will rule in your favor and the temporary credit becomes permanent.
If the merchant provides strong evidence that you authorized the charge and received what you ordered, the issuer may reverse their decision and put the money back on your bill. You will receive written notice of the outcome, usually by mail or through your online account.
Documents to gather before you dispute
Collect anything that supports your version of events. If the item never arrived, save the tracking information showing it was not delivered, or a screenshot of the merchant's website saying "out of stock" or "unable to deliver." If you received the wrong item, take a photo of it and save any emails where you described what you ordered. If you returned something, keep the return receipt or tracking number showing the merchant received it back.
If you have emails from the merchant — especially ones where they promised a refund or acknowledged a problem — print or screenshot those. If you called the merchant and they told you something, write down the date, time, and the name of the person you spoke to, and include that in your written statement to the issuer.
Do not send originals of important documents. Make copies or take clear photos. The issuer will ask you to mail or upload these, and you want to keep your own copies in case you need them later.
What to do if the issuer rules against you
If the issuer decides the merchant was right and puts the charge back on your bill, you have options. First, ask the issuer in writing why they ruled against you and what evidence the merchant provided. Sometimes the explanation will show a misunderstanding you can clear up.
You can also contact the merchant directly and ask them to work with you on a refund or partial refund. Now that the dispute is closed, they may be more willing to negotiate. If the charge was truly fraudulent — for instance, someone stole your card number — and the issuer still ruled against you, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB does not reverse charges, but they investigate complaints and can pressure issuers to follow the law.
Frequently Asked Questions
How long does a dispute take?
The issuer must acknowledge your dispute within 30 days and complete their investigation within 90 days. Most disputes are resolved in 30 to 60 days. You will not owe the disputed amount during this time — it stays credited to your account.
Will disputing a charge hurt my credit score?
No. Disputing a charge does not appear on your credit report and does not affect your score. Only missed payments and unpaid debts hurt your score. The temporary credit the issuer gives you while they investigate also does not count against you.
Can I dispute a charge after several months?
Most card issuers allow disputes within 60 days of the charge appearing on your statement. Some allow up to 120 days. After that window closes, you generally cannot dispute through your card issuer. Check your card's terms or call the issuer to confirm their important date.
What if the merchant says I authorized the charge?
If you truly did not authorize it — someone else used your card, or the merchant charged you without permission — tell the issuer that. The issuer will investigate whether the merchant has a valid record of your authorization. A signature on a receipt or a PIN entry counts as authorization; a merchant's claim that you "must have" approved it does not.
Do I have to pay the disputed amount while the investigation is happening?
No. Once you file a dispute, the issuer removes the amount from your balance temporarily. You do not owe it while they investigate. If they eventually rule against you, the charge goes back on your bill and you will owe it then.