Yes, you can dispute a charge, and the process is built into card networks and federal law
You have the right to challenge a charge on your credit card statement. The card issuer — your bank or credit union — must investigate your dispute and either reverse the charge or explain why it was valid. This protection exists under the Fair Credit Billing Act, a federal rule that applies to all credit cards in the United States.
The dispute process is not automatic. You have to contact your card issuer and describe what went wrong. The issuer then has specific timeframes to investigate and respond. Most disputes are resolved within 30 to 90 days, though some take longer if the merchant contests the claim.
Understanding when you can dispute, how to start the process, and what happens next will help you recover money or stop paying for something you did not receive or authorize.
Key Takeaways
- You must contact your card issuer within 60 days of the charge appearing on your statement to start a dispute.
- The issuer will typically reverse the charge temporarily while investigating, so you do not have to pay it during the process.
- Common reasons for disputes include unauthorized charges, charges for items never received, and amounts that differ from what you agreed to pay.
- If the merchant provides proof the charge was valid, the issuer can put the money back on the merchant's account and charge you again.
- Disputing a charge does not affect your credit score unless the dispute is resolved against you and you refuse to pay.
When you can dispute a charge
You can dispute a charge if you did not authorize it, if you authorized it but the merchant charged the wrong amount, if the merchant charged you twice for the same purchase, or if you paid for something that never arrived or was not as described. These are the most common reasons card issuers accept disputes.
You cannot dispute a charge straightforward because you changed your mind about a purchase or because you are unhappy with the quality of something you received. If you bought a shirt and decided you did not like the color, that is a return issue with the merchant, not a card dispute. However, if the merchant promised a specific color and sent you a different one, that becomes a valid dispute reason.
The key distinction is whether the merchant failed to deliver what you paid for or whether you received what you ordered but regret the purchase. Card issuers investigate the first type; the second type is between you and the merchant.
How to start a dispute with your card issuer
Contact your card issuer by phone, online, or mail. Most banks and credit unions have a disputes department or a customer service line that handles these calls. You can find the number on the back of your card or on your monthly statement.
When you call or write, provide the transaction date, the merchant name, the amount, and a clear explanation of why the charge is wrong. If the charge was unauthorized, say so. If you ordered something that did not arrive, explain when you placed the order and when you expected delivery. If the amount was wrong, describe what you agreed to pay and what appeared on your statement.
The issuer will create a dispute case and assign it a reference number. Write this number down. You may be asked to submit your explanation in writing or to provide supporting documents — an email from the merchant, a receipt, a tracking number showing non-delivery, or a screenshot of the original price. Send these within the timeframe the issuer gives you, usually 10 to 15 days.
The temporary credit and investigation period
Once you file a dispute, your card issuer will typically credit the disputed amount back to your account within two to five business days. This is a temporary credit while the issuer investigates. You can use this money when ready, and it does not count as a payment toward your balance.
The issuer then contacts the merchant and asks them to provide proof that the charge was valid. The merchant has a set time — usually 10 to 30 days depending on the card network — to respond with documentation. This might be a signed receipt, a delivery confirmation, or a record showing you authorized the charge.
If the merchant does not respond or cannot provide proof, the temporary credit becomes permanent and the charge is removed from your account. If the merchant does provide proof, the issuer reviews it and decides whether the charge was valid. This entire investigation typically takes 30 to 90 days.
What happens if the merchant disputes your dispute
If the merchant provides evidence that the charge was legitimate, your card issuer will reverse the temporary credit and charge you again. The issuer will notify you in writing and explain why the dispute was not upheld. At this point, the charge is back on your account and you owe it.
You have the right to file a second dispute if you believe the merchant's evidence was false or if new information has come to light. However, filing multiple disputes for the same charge can be treated as abuse of the dispute process, and your issuer may close your account or decline to investigate further.
If you disagree with the issuer's decision, you can file a complaint with the Consumer Financial Protection Bureau or your state's banking regulator. These agencies can review the issuer's handling of your dispute, though they cannot force the issuer to reverse a charge if the merchant provided valid proof.
Disputes for unauthorized charges versus merchant errors
Unauthorized charges — charges you did not make or approve — are treated differently from merchant errors. If someone used your card number without permission, this is fraud, and your liability is limited. Under federal law, you are responsible for no more than $50 of unauthorized charges if you report them promptly.
Most card issuers go further and offer zero-liability protection, meaning you pay nothing for unauthorized charges once you report them. However, you must report the fraud as soon as you notice it. Waiting weeks or months to report can weaken your case, especially if the issuer can show that delay allowed the fraudster to make additional charges.
Merchant errors — such as charging you twice or charging the wrong amount — are handled the same way as other disputes. The issuer investigates, the merchant responds, and a decision is made. These disputes often resolve faster because the merchant's own records usually show the error.
How disputes affect your credit and account
Filing a dispute does not damage your credit score. The dispute itself does not appear on your credit report, and the temporary credit does not count as a payment or a delinquency. Your credit remains unaffected during the investigation.
However, if the dispute is resolved against you and the charge is put back on your account, you are responsible for paying it. If you then refuse to pay or let the balance go unpaid, that unpaid amount can be reported to the credit bureaus and will hurt your score.
Disputing a charge also does not close your account or prevent you from using your card. You can continue to make purchases while a dispute is being investigated. Some issuers may freeze the disputed transaction temporarily, but this does not affect your ability to use the card for new charges.
The 60-day important date and why it matters
You must contact your card issuer within 60 days of the charge appearing on your statement. This important date is set by federal law and is firm. If you wait longer than 60 days, you lose the right to dispute the charge through the card network.
The 60 days starts from the date the charge appears on your statement, not from the date you made the purchase. If you buy something on the 15th but the charge does not post until the 20th, the clock starts on the 20th. Check your statements regularly so you catch unauthorized or incorrect charges before the important date passes.
If you miss the 60-day window, you can still contact the merchant directly to request a refund or correction. You can also file a complaint with your state's attorney general or the Federal Trade Commission, though these agencies cannot force a refund. The best protection is to review your statements as soon as they arrive.
Frequently Asked Questions
Do I have to pay the disputed charge while the investigation is happening?
No. Once you file a dispute, the issuer will typically place a temporary credit on your account, and you do not have to pay the disputed amount during the investigation. If the dispute is resolved in your favor, the charge is removed. If it is resolved against you, the charge goes back on your account and you owe it.
What if the merchant says they never received my dispute documentation?
Your card issuer is responsible for sending the dispute to the merchant and tracking their response. If the merchant claims they never received it, ask your issuer for proof of delivery or a record showing the merchant was contacted. If the merchant fails to respond within the required timeframe, the issuer should rule in your favor by default.
Can I dispute a charge after I have already received a refund from the merchant?
No. If the merchant has already refunded you, there is no charge to dispute. Disputing a charge you have already been refunded for is considered fraud and can result in your account being closed or legal action against you.
How many times can I dispute the same charge?
You can file one dispute per charge. If that dispute is resolved against you, you can file a second dispute only if you have new evidence or if you believe the merchant's evidence was fraudulent. Filing multiple disputes for the same charge without new information can be treated as abuse and may result in your issuer declining to investigate further or closing your account.
Will disputing a charge hurt my relationship with the merchant?
Filing a dispute is a formal process, and merchants know it is part of how credit cards work. However, if the dispute is resolved against you and you then dispute the same charge again, the merchant may refuse to do business with you in the future. Most merchants do not take a single dispute personally, especially if it is resolved in their favor.