How to dispute a credit card transaction
Start by contacting your credit card issuer — the bank or company whose name appears on your card — not the merchant. Call the number on the back of your card or log into your online account to find the dispute process. You will need to tell them the transaction date, amount, and merchant name, and explain why you are disputing it (unauthorized charge, duplicate charge, merchant error, or goods/services not received). The issuer will then open a dispute case and typically issue you a temporary credit while they investigate, which usually takes 30 to 90 days.
Your card issuer is legally required to investigate disputes under the Fair Credit Billing Act. During the investigation, the merchant has a chance to respond with evidence that the charge was legitimate. If the issuer rules in your favor, the temporary credit becomes permanent and the charge is removed. If they rule against you, the charge goes back on your account and you lose the temporary credit.
Key Takeaways
- Contact your card issuer directly by calling the number on your card or using their online dispute tool — do not contact the merchant first unless you want to try resolving it informally.
- Provide the transaction date, amount, merchant name, and a clear reason for the dispute (unauthorized, duplicate, not received, or merchant error).
- Your issuer will issue a temporary credit while investigating, which typically takes 30 to 90 days.
- Keep records of all communication with your issuer and any evidence supporting your dispute, such as emails or receipts.
- If the merchant responds with proof the charge was valid, your issuer may rule against you and reverse the temporary credit.
When to dispute versus when to contact the merchant first
If you recognize the merchant but believe there was an error — such as being charged twice for one purchase or charged the wrong amount — try contacting the merchant's customer service first. Many errors are resolved in days without needing a formal dispute. Ask for a refund in writing (email works) and keep that correspondence.
File a dispute with your issuer if the merchant does not respond within a week, if you do not recognize the charge at all, or if the merchant refuses to refund you. A dispute is also the right move if someone used your card without permission. Do not wait to dispute unauthorized charges; most issuers have a 60-day window from when the statement is sent, though some allow longer.
What information you need before you call
Gather the transaction details from your statement: the exact date, the amount charged, and the merchant name as it appears on your bill. If the merchant name is unclear or abbreviated, search your email for a receipt or confirmation from that company. Have your card number ready (or your account number if you are calling from a different phone).
If you have any supporting documents — a receipt showing a different amount, an email confirmation of cancellation, a shipping tracking number showing the package was never delivered — have those nearby. You do not need these to file the dispute, but they strengthen your case if the merchant challenges it.
The dispute process and timeline
After you report the dispute, your issuer will send you written confirmation within three business days. This confirmation includes a case number, the amount in dispute, and the important date by which the issuer must complete their investigation. Keep this letter; you will need the case number to check on the status.
Your issuer will contact the merchant and ask them to provide proof that the charge was valid. The merchant typically has 10 business days to respond. Meanwhile, your account receives a temporary credit for the disputed amount, so you are not out the money during the investigation. The full investigation usually wraps up within 30 to 90 days, though some cases take longer if the merchant requests an extension.
What happens if the merchant disputes your dispute
The merchant can respond to the dispute by providing evidence — a signed receipt, a delivery confirmation, proof of cancellation, or a record of the transaction. If the merchant's evidence is stronger than yours, the issuer will rule in the merchant's favor. The temporary credit is removed from your account and the charge reappears.
If this happens, you have options. You can ask the issuer to escalate the case if you believe they made an error in their review. You can also file a complaint with the Consumer Financial Protection Bureau (CFPB) if you think the issuer did not investigate fairly. Some people pursue small claims court if the amount is large enough, though this is rare for credit card disputes.
Protecting yourself from future unauthorized charges
After a dispute is resolved, review your account regularly — weekly if possible — to catch unauthorized charges early. Set up transaction alerts through your card issuer's app so you are notified of large purchases or purchases in unfamiliar locations. These alerts do not prevent fraud but they let you report it faster.
If your card was compromised, ask your issuer to cancel it and issue a replacement. You are not liable for unauthorized charges under federal law, but the sooner you report them, the faster they are removed. Consider freezing your credit with the three major bureaus (Equifax, Experian, and TransUnion) if you suspect identity theft, not just card fraud.
Disputes for online and recurring charges
Online purchases and recurring subscriptions follow the same dispute process, but the merchant may ask for proof that you cancelled a subscription or that the item was not delivered. For recurring charges you forgot to cancel, the dispute may be denied if the merchant can show you authorized the subscription and received multiple charges. In this case, contact the merchant directly to cancel and request a refund for unwanted charges.
For items not received, the merchant may ask for a tracking number or proof of delivery. If the package shows delivered but you never received it, file a dispute and mention this in your claim. Your issuer will weigh the merchant's tracking evidence against your statement that the item did not arrive.
Frequently Asked Questions
How long does a credit card dispute take?
Most disputes are resolved within 30 to 90 days. Your issuer must complete their investigation by the important date stated in the written confirmation they send you. Some cases take longer if the merchant requests additional time or if the issuer needs to gather more evidence.
Will I lose the temporary credit if the merchant wins?
Yes. If the merchant provides proof that the charge was valid, the issuer will rule against you and remove the temporary credit from your account. The charge will reappear on your statement.
Can I dispute a charge after 60 days?
Most card issuers allow disputes within 60 days of the statement date, though some allow up to 120 days. Check your card's terms or call the number on the back to confirm your issuer's important date. Unauthorized fraud may have a longer window.
What if I authorized the charge but changed my mind?
Buyer's remorse is not a valid reason for a dispute. If you purchased something intentionally but now regret it, contact the merchant about their return policy instead. Disputes are for unauthorized charges, errors, or goods and services not received.
Do I have to pay the disputed amount while the investigation is happening?
No. The temporary credit means you do not owe the disputed amount during the investigation. If the issuer rules against you, the charge returns and you will owe it then.