You have the right to dispute a charge, and your card issuer must investigate it
When you spot a charge you don't recognize or believe is wrong, you can dispute it directly with your credit card company. The card issuer — not the merchant — is responsible for investigating. You do not have to pay the disputed amount while the investigation happens, and the charge will not appear on your credit report as unpaid during that time.
The process is called a chargeback or a dispute claim, depending on your card issuer's language. You start by contacting your bank or card company, not the store or merchant. Most issuers let you file online, by phone, or by mail. The investigation typically takes 30 to 90 days, though some cases resolve faster.
Key Takeaways
- Contact your card issuer within 60 days of the charge appearing on your statement to preserve your right to dispute it.
- You will need the transaction date, the merchant name, the amount, and a clear reason why the charge is wrong — for example, you never received the item, the price was different, or you did not authorize it.
- Your card issuer will ask the merchant to prove the charge was legitimate; if the merchant cannot, the charge is reversed and you get a credit.
- You are not responsible for paying the disputed amount while the investigation is open, even if your bill is due.
- If the investigation finds in your favor, the credit appears within one or two billing cycles; if it finds against you, the charge goes back on your account.
When you can dispute a charge
You can dispute a charge for several concrete reasons. The most common are: you did not authorize the transaction at all (fraud or identity theft); you authorized a charge but the merchant never delivered the item or service; the merchant charged you a different amount than what you agreed to; or the merchant charged you twice for the same thing.
You can also dispute a charge if you returned an item and the merchant promised a refund but never sent it. In that case, you will need proof of the return — a receipt, tracking number, or email confirmation from the merchant. If you straightforward changed your mind about a purchase and the merchant's return policy says no refunds, you cannot dispute the charge through your card issuer; you have to work directly with the merchant.
The 60-day window is firm. If more than 60 days pass from the date the charge appears on your statement, most card issuers will not open a dispute. Mark your calendar or set a phone reminder when you notice something wrong.
How to file a dispute with your card issuer
Start by logging into your online account or calling the number on the back of your card. Tell the representative you want to dispute a charge. Have ready: the date of the charge, the merchant's name, the amount, and a brief explanation of why it is wrong.
Most card issuers will let you file the dispute right away over the phone or online. Some will send you a form to fill out and return by mail. The form asks for the same information — transaction details and your reason — plus sometimes a written statement from you explaining the dispute in your own words.
After you file, your card issuer will assign the dispute a reference number. Write this down. You will use it to check the status of your case. The issuer will also tell you the expected timeline — usually 30 to 90 days — and what happens next.
What happens during the investigation
Your card issuer sends the dispute details to the merchant's bank. The merchant then has a set time — usually 10 to 20 days — to respond with proof that the charge was legitimate. Proof might be a signed receipt, a delivery confirmation, an email showing you authorized the charge, or a record of the refund they claim they already sent.
If the merchant does not respond or cannot provide proof, the dispute is decided in your favor. The charge is reversed, and you receive a credit to your account. If the merchant does respond with proof that looks valid, your card issuer reviews it. If the issuer believes the merchant's evidence, the dispute is denied, and the charge stays on your account.
You will be notified of the outcome in writing, usually by mail or through your online account. The notification will explain the decision and why it was made. If you disagree with the outcome, some card issuers allow you to file a second dispute or appeal, though this is less common.
What you owe while the dispute is open
You do not have to pay the disputed amount while the investigation is happening. If your bill is due before the dispute is resolved, you can pay the rest of your balance and leave the disputed charge unpaid. Your card issuer cannot report you as late or delinquent on that one charge during the dispute period.
However, you are still responsible for paying any other charges on your card that are not in dispute. If you do not pay those, you can be reported as late. The disputed charge itself will not count against you during the investigation.
Disputes for fraud and unauthorized charges
If someone used your card without permission — either in person, online, or by stealing your card number — you have extra protection. Most card issuers limit your liability to $50 if you report the fraud within 60 days of the statement date. Many issuers waive the $50 entirely.
Report fraud as soon as you notice it. Call the number on the back of your card and say the charge is unauthorized. Your issuer will likely cancel your current card and send you a new one. The dispute process is the same, but the investigation may move faster because fraud is treated as a priority.
If you notice unauthorized charges after 60 days have passed, you may still be able to dispute them, but your liability protection is weaker. Some issuers will still investigate, but you may be responsible for more of the charge. This is another reason to review your statements regularly — at least once a month.
What to do if the merchant contacts you
While your dispute is open, the merchant may reach out to you directly. They might ask you to drop the dispute, offer a partial refund, or claim they already sent a refund. Do not let this pressure you into closing the dispute with your card issuer.
If the merchant offers a refund, ask them to process it through your card. Once you see the credit on your account, you can contact your card issuer and withdraw the dispute. If the merchant insists on sending a check or a different payment method, be cautious — get it in writing, and do not close the dispute until the money actually arrives.
Keep all communication with the merchant. If they send you an email, a text, or a letter, save it. If you talk to them by phone, write down the date, time, and what was said. This record can help your card issuer if the dispute becomes complicated.
Frequently Asked Questions
What if I authorized the charge but the merchant never delivered the item?
You can dispute it. Tell your card issuer that you paid for an item or service that was never received. Have any proof ready — an order confirmation, a tracking number that shows the package was not delivered, or an email from the merchant saying the item is out of stock. Your issuer will ask the merchant to prove delivery or issue a refund.
Can I dispute a charge after more than 60 days?
Most card issuers will not open a dispute after 60 days from the statement date. Some may make exceptions for fraud or if you can show the merchant actively hid the charge from you, but this is rare. The 60-day window is your safest timeframe. If you are past 60 days, contact your issuer anyway and explain your situation — they may still help.
What happens if I lose the dispute?
The charge goes back on your account, and you owe it. You will be notified in writing of the decision and the reason. If you believe the decision was wrong, ask your card issuer if you can file a second dispute or appeal. Some issuers allow this; others do not. You can also try contacting the merchant directly to resolve the issue outside the dispute process.
Do I need to dispute the charge in writing, or can I do it by phone?
Most card issuers let you start a dispute by phone or online. However, some may require you to follow up with a written statement or a signed form. Ask your issuer what they need. If they ask for written confirmation, send it promptly — delays can slow down the investigation.
Will disputing a charge hurt my credit score?
No. A dispute itself does not appear on your credit report or affect your score. The disputed charge is not reported as unpaid while the investigation is open. If you lose the dispute and the charge is reinstated, it will show on your account as a regular charge, not as a mark against you.