Yes, you can dispute a charge, and your card issuer has a legal process to handle it
You have the right to challenge a charge on your credit card statement. Your card issuer — the bank or company that issued your card — must investigate the dispute within a set timeframe and either reverse the charge, explain why it stands, or ask for more information from you. This process is called a chargeback or a dispute, and it is governed by federal law, not by the card company's preference.
The most common reasons to dispute are: you were charged twice for one purchase, the amount charged was wrong, you returned an item but were not refunded, someone used your card without permission, or the merchant never delivered what you paid for. You do not need to prove the merchant is dishonest — you only need to tell your card issuer what happened and provide what evidence you have.
Key Takeaways
- Contact your card issuer's dispute department directly by phone or through your online account, not the merchant, to start the process.
- You have 60 days from the date the charge appeared on your statement to file a dispute, though filing sooner gives you more time for investigation.
- Your card issuer will usually credit the disputed amount back to your account within two to three business days while they investigate, even if the merchant contests it.
- Gather receipts, emails, tracking numbers, or any written communication with the merchant before you file, because the card issuer will ask for it.
- If the merchant wins the dispute, the charge goes back on your account, but you can ask your card issuer to review the decision if you have new evidence.
How to start a dispute with your card issuer
Call the customer service number on the back of your credit card or log into your online account and look for a "Disputes" or "Transactions" section. Most card issuers let you file online, by phone, or through their mobile app. When you contact them, have your statement in front of you and be ready to describe the charge: the merchant name, the date, the amount, and exactly what went wrong.
The card issuer will ask you to choose a reason code for the dispute. Common codes include "Unauthorized Transaction" (someone else used your card), "Not as Described" (you got something different from what was promised), "Merchandise Not Received" (you paid but nothing arrived), "Duplicate Charge" (you were billed twice), or "Billing Error" (the amount was wrong). Pick the one that matches your situation most closely. If you are not sure, describe what happened and the representative can help you choose.
You will be asked to write a brief explanation of the dispute. Be factual and specific: instead of "the merchant is a scam," write "I ordered a blue shirt, size medium, on March 15. The package arrived on March 22 containing a red shirt, size large. I emailed the merchant on March 23 asking for a return label and have not heard back." The more detail you give, the stronger your case.
What happens after you file
Your card issuer will usually place a provisional credit on your account within two to three business days. This means the disputed amount is returned to you while the investigation happens. You can use that money, but understand that if the merchant wins the dispute, the charge will go back on your account. The provisional credit is not final.
Behind the scenes, your card issuer sends the dispute to the merchant's bank, which gives the merchant a chance to respond. The merchant can provide receipts, delivery confirmation, emails showing you authorized the charge, or other proof that the charge was legitimate. This back-and-forth usually takes 30 to 60 days. You may be asked to provide more information — for example, a photo of a damaged item, or proof that you tried to return something.
Once the investigation closes, your card issuer will send you a letter or email explaining the outcome. If you won, the provisional credit becomes permanent and the charge is gone. If the merchant won, the charge goes back on your account and you lose the provisional credit. Some card issuers let you see the merchant's response; others do not.
The 60-day window and why timing matters
You have 60 days from the date a charge appears on your statement to file a dispute. This is a federal requirement under the Fair Credit Billing Act. If you wait longer than 60 days, your card issuer can refuse to investigate, though many will still help you if you are close to the important date.
File as soon as you notice the problem, even if you are still waiting to hear back from the merchant. If you email the merchant on day 50 asking for a refund and they ignore you, you can still file a dispute on day 58 — you do not have to wait for them to respond first. Filing early also gives the card issuer more time to investigate and gives you more time to gather evidence if they ask for it.
What evidence to gather before you file
Collect anything that supports your version of events. For a "Not Received" dispute, save the tracking number showing the package was not delivered, or a photo of the empty box if it arrived empty. For a "Not as Described" dispute, take photos of what you received compared to what the listing said, and save the product description from the website. For an "Unauthorized" dispute, save any evidence that your card was lost or stolen, or that you reported fraud to the merchant or police.
If you emailed the merchant, save those emails. If you called, write down the date, time, and name of the person you spoke to. If the merchant promised a refund, screenshot that promise. If you have a receipt, keep it. None of this is required to file a dispute, but having it ready means you can send it to your card issuer when ready if they ask, which speeds up the investigation.
Do not wait for the merchant to respond before filing. Many merchants ignore refund requests, and the 60-day clock is ticking. You can file a dispute and still try to resolve it with the merchant at the same time.
Disputes for unauthorized charges and fraud
If someone else used your card without permission, file a dispute when ready and also report the fraud to your card issuer's fraud department. Most card issuers will not hold you responsible for unauthorized charges — federal law limits your liability to $50 if you report it, and most issuers waive even that. However, you need to report it to get that protection.
When you report fraud, your card issuer will usually cancel your card and send you a new one. They may also place a fraud alert on your credit report or help you monitor your accounts for further suspicious activity. If your card was physically stolen, you can also file a police report, which strengthens your case if the merchant disputes the chargeback.
What happens if the merchant disputes the chargeback
The merchant can respond to your dispute with evidence that the charge was legitimate. For example, they might provide a signed receipt, a delivery confirmation showing the package was delivered to your address, or an email from you authorizing the charge. If their evidence is stronger than yours, your card issuer may rule in their favor and put the charge back on your account.
If that happens, you have options. You can ask your card issuer to review the decision if you have new evidence — for example, if you find an email proving you requested a refund and the merchant ignored it. You can also file a complaint with your state's attorney general or with the Consumer Financial Protection Bureau if you believe the card issuer did not investigate fairly. These complaints do not reverse the charge, but they create a record and may prompt the card issuer to reconsider.
Disputes versus refunds from the merchant
Before you file a dispute, try asking the merchant for a refund directly. Many merchants will refund you without a dispute if you ask politely and provide proof of the problem — a photo of a damaged item, a tracking number showing non-delivery, or a copy of your order confirmation. A refund from the merchant is faster than a dispute and does not create a record that might affect your relationship with that merchant in the future.
File a dispute only if the merchant refuses to refund you, does not respond, or if you believe the charge was unauthorized. Disputes are a legal protection, not a shortcut. Using them fairly means you are more likely to win when you really need to.
Frequently Asked Questions
How long does a dispute investigation take?
Most investigations take 30 to 60 days from the date you file. Your card issuer must complete it within 60 days by law. You will get a provisional credit within two to three business days, so you do not have to wait for the full investigation to get your money back temporarily.
Can I dispute a charge if I authorized it but changed my mind?
Not through a standard dispute. If you bought something, authorized the charge, and then decided you did not want it, that is a return or refund issue, not a dispute. Contact the merchant and ask for a return. If they refuse and you have a written return policy from them, you can file a dispute, but the merchant will likely win because you did authorize the original charge.
What if my card issuer sides with the merchant?
The charge goes back on your account and you lose the provisional credit. You can ask your card issuer to review the decision if you have new evidence. You can also file a complaint with the Consumer Financial Protection Bureau or your state's attorney general, though this does not reverse the charge — it creates a record of the dispute.
Do I have to dispute through my card issuer, or can I dispute directly with the merchant?
You should contact your card issuer. They have the legal authority to investigate and reverse charges. Contacting the merchant first is fine, but if they refuse to help, do not wait — file a dispute with your card issuer instead of going back and forth with the merchant.
Will disputing a charge hurt my credit score?
No. Disputes do not appear on your credit report and do not affect your credit score. Your card issuer may note the dispute in their internal records, but it is not reported to credit bureaus.