You can dispute a charge by contacting your card issuer, not the merchant
When you see a charge you don't recognize or believe is wrong, your card issuer — the bank or company that issued your card — has a legal process to investigate it. You don't go to the store or the company that charged you. You contact your card issuer directly, usually by phone or through your online account. The issuer then has 60 days to look into the charge and tell you what they found.
This process is called a chargeback or dispute, and it's different from asking a merchant for a refund. A refund is when the merchant agrees to reverse the charge themselves. A dispute is when your card issuer investigates on your behalf and forces the reversal if they find the charge was unauthorized or fraudulent.
The key difference matters: if you dispute a charge, you're protected by federal law. If you only ask the merchant, you have no legal may provide they'll help you.
Key Takeaways
- Contact your card issuer within 60 days of the charge appearing on your statement — this is the legal important date for starting a dispute.
- You'll need to explain why the charge is wrong: you didn't authorize it, the merchant never delivered what you paid for, or the amount is incorrect.
- Your card issuer will likely refund the charge while they investigate, so you won't be out the money during the process.
- Keep all receipts, emails, and messages with the merchant — these are your evidence if the issuer asks you to prove your case.
- If the merchant has already refunded you, tell your card issuer so they can close the dispute and avoid double-refunding.
The three reasons you can dispute a charge
Unauthorized charge: You didn't make this purchase and didn't give anyone permission to use your card. This includes fraud, stolen card numbers, or someone else using your card without consent. If this is your reason, tell your issuer when ready — they may cancel your card and issue a new one.
Merchant error or non-delivery: You paid for something but never received it, or you received something completely different from what you ordered. You also dispute if the merchant charged you twice for the same thing, charged you the wrong amount, or charged you after you cancelled an order. This is the most common reason people dispute charges.
Billing error: The amount on your statement doesn't match what you agreed to pay, or the charge appears on your bill more than once. If you ordered one item but were charged for two, that's a billing error.
You cannot dispute a charge straightforward because you changed your mind about a purchase, even if you never opened the package. You also cannot dispute if you received the item but it was lower quality than you expected — unless the merchant promised something specific and didn't deliver it.
How to start a dispute with your card issuer
Call the customer service number on the back of your card or log into your online account. Most card issuers let you start a dispute through their website or app without calling, which creates a written record. If you call, ask for the dispute department and have your statement ready.
Tell the issuer the charge date, the merchant name, the amount, and exactly why the charge is wrong. Be specific: "I ordered a blue shirt and received a red one" is better than "wrong item." If you're claiming you never received something, say when you expected it to arrive and what steps you took to track it.
The issuer will ask you to sign a form — either electronically or by mail — swearing that your dispute is accurate. This is called a dispute affidavit. Lying on this form is fraud, so only dispute charges you genuinely believe are wrong.
After you file, the issuer usually refunds the charge to your account within two to five business days while they investigate. You'll see a temporary credit on your statement. This doesn't mean you've won the dispute — it means the issuer is holding the money while they contact the merchant.
What happens during the investigation
Your card issuer contacts the merchant and asks them to prove the charge was legitimate. The merchant has to show a signed receipt, a delivery confirmation, or other evidence that you received what you paid for. If the merchant can't prove it, the issuer closes the dispute in your favor and the temporary credit becomes permanent.
If the merchant does provide proof — for example, a signature showing delivery — the issuer may reverse the refund and put the charge back on your account. You'll be notified of this outcome. If you disagree, you can file a second dispute, though this is less common and the issuer will ask for stronger evidence from you.
The whole investigation usually takes 30 to 60 days. Some card issuers finish faster. You'll receive a letter or email telling you the outcome and whether the charge is staying refunded or going back on your bill.
What to do before you dispute
Contact the merchant first if you haven't already. Many charges are mistakes — a duplicate charge, a wrong amount, or a package that was actually delivered but you missed. A quick email or phone call often gets it fixed in hours, and you avoid the dispute process entirely.
If you ordered something online, check your email for tracking information and delivery confirmation. If the package shows delivered but you didn't receive it, contact the shipping carrier and the merchant before disputing with your card issuer. They may redeliver it or refund you directly.
If the merchant is unresponsive or refuses to help, that's when you dispute. But if they've already agreed to refund you or redeliver the item, tell your card issuer this when you file the dispute. If the merchant refunds you after you've already disputed, the issuer will close the dispute to avoid refunding you twice.
Protecting yourself from future disputes
Keep receipts and confirmation emails for all purchases, especially online orders. Take screenshots of product descriptions and prices before you buy. If you use a debit card instead of a credit card, disputes take longer and you may not get a temporary refund while the issuer investigates — credit cards offer stronger protection.
For recurring charges (subscriptions, memberships, auto-pay), set a calendar reminder to check your statement each month. Catch unwanted charges early, within the 60-day window. If a company keeps charging you after you cancelled, that's a pattern the issuer takes seriously.
If your card number is compromised, your issuer will cancel the card and send a new one. You're not responsible for unauthorized charges, but you do need to report them within 60 days to get the full protection. After 60 days, you may be liable for some or all of the fraudulent charges.
When a dispute doesn't work in your favor
If the merchant provides proof that you received the item or authorized the charge, the issuer will likely side with them. This happens most often when you ordered something, received it, but then changed your mind. The merchant's proof of delivery is usually enough to close the dispute against you.
If you lose a dispute, the charge goes back on your statement. You can try filing a second dispute with new evidence, but issuers are skeptical of repeated disputes for the same charge. If you believe the issuer made a mistake, you can file a complaint with the Consumer Financial Protection Bureau (CFPB), though this won't reverse the charge — it creates a record of the issuer's handling.
Your best option after losing a dispute is to contact the merchant directly and try to negotiate a refund or replacement. If the merchant won't budge and you believe they broke the law or violated your state's consumer protection rules, you can pursue a small claims lawsuit, though the cost and time usually make this impractical for small charges.
Frequently Asked Questions
What if I dispute a charge and the merchant disputes it back?
The merchant can submit evidence to your card issuer arguing the charge was legitimate. The issuer weighs both sides. If the merchant has a signed receipt or delivery confirmation, they usually win. You can then submit more evidence — emails showing you cancelled, photos of a damaged item, or messages from the merchant admitting the error — but the burden shifts to you to prove the merchant is wrong.
Can I dispute a charge if I used a debit card instead of a credit card?
Yes, but debit card disputes are slower and offer less protection. You won't get a temporary refund while the bank investigates, so you'll be without that money for the full 60 days. Credit cards offer stronger legal protections for disputes, which is one reason financial advisors recommend using credit cards for online purchases.
What happens if I dispute a charge and then the merchant refunds me?
Tell your card issuer when ready so they can close the dispute. If you don't, the issuer may refund you again, and you'll have received two refunds for one charge. The merchant or issuer will eventually catch this and reverse one of the refunds, usually from your account.
Is there a time limit for disputing a charge?
Yes — you have 60 days from the date the charge appears on your statement. After 60 days, you lose the right to dispute it with your card issuer. Mark your calendar when you see a suspicious charge so you don't miss the important date.
Can the merchant charge me a fee for disputing a charge?
No. Merchants cannot charge you for filing a dispute or for the chargeback process. If a merchant threatens to charge you a fee for disputing, report them to your card issuer and to your state's attorney general.