Yes, you can dispute a charge, and the card issuer is required to investigate
When you spot a charge you don't recognize or believe is wrong, you have the right to challenge it. Your credit card company must look into the dispute and either reverse the charge, adjust it, or explain why it stands. This protection exists whether the charge was fraudulent, unauthorized, a billing error, or a merchant who didn't deliver what you paid for.
The process is called a chargeback or dispute, and it's governed by federal law. You don't need a lawyer or a special service to file one — you contact your card issuer directly, usually through their website, app, or customer service phone number on the back of your card.
Key Takeaways
- You must report a disputed charge within 60 days of the statement date when it appeared, or you lose the legal right to challenge it.
- Your card issuer will typically refund the amount while they investigate, which usually takes 30 to 90 days.
- Gather your evidence before you file: your statement, emails, receipts, and a clear explanation of why the charge is wrong.
- If the merchant wins the dispute, the charge goes back on your account, so be prepared to pay if your claim doesn't hold up.
The 60-day window is your hard important date
Federal law gives you 60 days from the date the charge appeared on your statement to report it. This is not 60 days from when the charge was made — it's 60 days from when you received the statement that listed it. If you miss that window, your card issuer can refuse to investigate.
Set a habit of reviewing your statement as soon as it arrives, either online or by mail. Many card issuers let you set up alerts for large purchases or transactions from unfamiliar merchants, which can catch problems faster. If you spot something wrong, contact your issuer when ready rather than waiting until the important date approaches.
What counts as a valid dispute
Your card issuer will investigate disputes that fall into these categories: you were charged twice for the same purchase, the amount was wrong, you cancelled a subscription but were still charged, the merchant didn't deliver the goods or services, the item arrived damaged or not as described, or someone used your card without permission.
Disputes also cover situations where you paid in cash or by check but the merchant ran your card anyway, or where you returned an item but the refund never posted. The key is that you have a legitimate reason to believe the charge shouldn't have happened or shouldn't have been for that amount.
Disputes do not cover buyer's remorse — if you bought something intentionally, received it as described, and straightforward changed your mind, that's a return or refund issue with the merchant, not a chargeback. Similarly, if you're unhappy with the quality of a service but got what you paid for, the dispute process isn't the right tool.
How to file a dispute with your card issuer
Start by logging into your card issuer's website or mobile app and looking for a "dispute" or "report a problem" option, usually under account services or transaction history. Click on the charge in question and select "dispute this transaction." You'll be asked to choose a reason from a list and provide details.
If you prefer to call, the phone number is on the back of your card. Have your statement handy and be ready to explain what happened clearly and concisely. The representative will ask follow-up questions and may tell you right away whether they'll investigate or if they need more information.
Some card issuers also let you file a dispute by mail, though this is slower. If you go this route, send a letter to the address listed on your statement, include your account number and the transaction details, and keep a copy for your records.
What happens after you file
Your card issuer will usually refund the disputed amount to your account within 5 to 10 business days while they investigate. This is a temporary credit — if the merchant wins the dispute, the charge goes back on your account. You'll be responsible for paying it unless you can provide stronger evidence or the merchant doesn't respond.
The investigation itself typically takes 30 to 90 days. During this time, the issuer contacts the merchant, requests documentation, and reviews the evidence you provided. You may be asked to submit additional proof, such as emails with the merchant, photos of a damaged item, or proof that you cancelled a subscription.
Once the investigation closes, you'll receive a letter or email explaining the outcome. If the dispute is upheld, the temporary credit becomes permanent and the charge is removed. If the merchant's evidence is stronger, the charge is reinstated and you owe the amount.
Gather your evidence before you file
The stronger your case, the more likely the issuer will rule in your favor. Before you contact your card issuer, collect everything that supports your claim: your statement showing the charge, emails or messages with the merchant, receipts, tracking numbers, photos of damaged items, proof of cancellation requests, or bank statements showing duplicate charges.
Write a clear, factual summary of what happened. Don't exaggerate or make accusations — stick to the facts. For example: "I ordered a blue shirt on March 5 and received a red one on March 12. I emailed the merchant on March 13 requesting a return label, and they responded on March 14 saying they would send one. I never received the label and the merchant has not responded to three follow-up emails." This is much more persuasive than "The merchant scammed me."
Keep copies of everything you submit to your card issuer, including the date and time you filed the dispute and the reference number they give you. If the merchant contests the dispute, you may need to provide the same evidence again.
What happens if the merchant disputes your dispute
Merchants have the right to respond to chargebacks with their own evidence. They might provide proof of delivery, a signed receipt, or documentation that you received the service. If their evidence is stronger than yours, the chargeback is reversed and the charge goes back on your account.
This is why documentation matters. A merchant who can show a delivery confirmation or a signed receipt has a strong case. If you claim you never received an item but the merchant has tracking showing delivery to your address, you may lose the dispute. If you claim a service was never provided but the merchant has records showing you logged in and used it, the same applies.
If you lose a dispute and believe the merchant's evidence was false or forged, you can escalate the case or file a new dispute with different evidence. However, filing multiple disputes for the same charge can be flagged as abuse, so make sure you have genuinely new information before you try again.
Disputes for unauthorized charges and fraud
If someone used your card without permission, the process is similar but your card issuer may move faster. Report the fraud as soon as you notice it — the sooner you report, the better your protection. Your issuer will typically refund the unauthorized charge when ready and investigate afterward.
You may also need to request a new card with a different number. If the fraud was widespread or affected many customers of the same merchant, your issuer might issue a new card proactively. Ask whether you need to update any recurring charges, subscriptions, or automatic payments to the new card number.
If the fraud is part of a larger identity theft issue, consider placing a fraud alert or credit freeze with the three major credit bureaus (Equifax, Experian, and TransUnion). This makes it harder for someone to open new accounts in your name.
Frequently Asked Questions
What if I already paid the merchant to fix the problem?
You can still file a dispute for the original charge. If you paid the merchant separately to resolve it, include that in your explanation to the card issuer. You may end up with a refund from the chargeback and a separate refund from the merchant, in which case you'll need to return one of them.
Can I dispute a charge after I've already received a refund from the merchant?
Technically yes, but you shouldn't. Filing a dispute after receiving a refund is considered fraud and can result in your account being closed or legal action. If the merchant refunded you, the dispute is resolved. Only file a chargeback if the merchant refuses to refund you or is unresponsive.
Will disputing a charge hurt my credit score?
No. Disputing a charge does not appear on your credit report and does not affect your credit score. The temporary credit your issuer gives you while they investigate also doesn't count as a payment or a negative mark. Your score is only affected if you fail to pay the final amount owed after the dispute is resolved.
What if my card issuer sides with the merchant and I disagree?
You can ask the issuer to reconsider if you have new evidence, but you cannot force them to overturn the decision. If you believe the merchant committed fraud or the issuer made a clear error, you can file a complaint with the Consumer Financial Protection Bureau (CFPB), which investigates complaints against card issuers and merchants.
How many times can I dispute the same charge?
You can file one dispute per charge. If that dispute is denied, you can request reconsideration with new evidence, but filing multiple disputes for the same transaction is considered abuse and can result in your account being closed or reported to fraud prevention networks.