Start a dispute directly through the Chase app or website
Chase lets you report a disputed charge without calling. Open the Chase mobile app or log into chase.com, find the transaction you want to dispute, and select "Report as Unauthorized" or "I Don't Recognize This Charge." Chase will walk you through a few questions about the charge — when you noticed it, whether you recognize the merchant, and what happened. You can submit the dispute right there and get a confirmation number.
If you prefer to speak with someone, call the number on the back of your card. Have your statement in front of you and be ready to describe the charge, the date it posted, and the merchant name. Chase will open a dispute case and assign it a reference number. Either way — app or phone — you do not have to wait for a bill to arrive. You can dispute a charge as soon as you see it in your account.
Chase will provisionally credit your account within two business days in most cases, meaning the money goes back to your available balance while the investigation happens. This is not the same as a permanent refund; it is a temporary hold while Chase contacts the merchant.
Key Takeaways
- You can report a disputed charge through the Chase app, website, or by calling the number on your card — you do not have to wait for a paper statement.
- Chase usually puts the disputed amount back into your account within two business days as a provisional credit while they investigate.
- The merchant has up to 45 days to respond to Chase's inquiry, and you will hear the outcome within 10 business days after that.
- Keep records of any communication with the merchant, including emails, receipts, and the date and time you contacted them.
- If Chase rules against you, you can submit additional evidence or dispute the decision again if new information comes to light.
What counts as a valid dispute reason
Chase recognizes several categories of disputes. Unauthorized charges are transactions you did not make and did not allow — a stolen card number, a fraudulent merchant, or someone else using your account. Billing errors include duplicate charges, charges for the wrong amount, charges posted to your account twice, or charges that do not match what you agreed to pay.
Merchant disputes cover situations where you received the goods or service but it was not what you ordered, arrived damaged, or never arrived at all. You did not receive a refund after returning an item, or the merchant charged you after you cancelled a subscription. These are the most common disputes and often the easiest to resolve because you can provide proof of the transaction and the problem.
Disputes over the quality of a service — you did not like the haircut, the meal was mediocre, the hotel room was smaller than expected — are harder to win because you received what you paid for, even if you were unhappy. Chase will still investigate, but the merchant can argue that the service was rendered as promised.
The timeline from dispute to resolution
Once you report a dispute, Chase opens an investigation. Within two business days, they usually place a provisional credit in your account so you are not out the money while they work. This provisional credit is temporary; it does not mean you have won the dispute.
Chase then contacts the merchant and asks them to respond within 10 business days. The merchant can accept the chargeback, deny it, or provide documentation that the charge was legitimate. If the merchant provides evidence that you authorized the charge or received the goods, Chase will review it alongside your account of what happened.
You will receive a final decision within 10 business days after the merchant responds, though the total timeline often stretches to 30 to 45 days from start to finish. If Chase rules in your favor, the provisional credit becomes permanent. If they rule against you, the charge goes back on your card and you lose the provisional credit.
Documents and information Chase will ask for
When you open a dispute, have the following ready: the exact date the charge posted, the merchant name as it appears on your statement, the dollar amount, and a description of what went wrong. If the charge is unauthorized, explain how you discovered it and whether your card was lost, stolen, or compromised in another way.
For merchant disputes — items not received or damaged goods — provide any proof you have: order confirmation emails, tracking numbers, photos of damaged items, receipts, or written communication with the merchant. If you contacted the merchant to resolve the issue before disputing with Chase, include those emails or notes about the conversation, including the date and the name of the person you spoke with.
Chase may ask you to sign a statement under penalty of perjury confirming that the charge is fraudulent or that you did not receive the goods. This is standard and does not mean they doubt you; it is part of their formal process. You can submit documents through the app, by mail, or by uploading them to your online account.
What happens if the merchant fights the dispute
Not all merchants accept chargebacks. Some will provide evidence that you authorized the charge — a signed receipt, an email confirmation, a record of your IP address and device — or that you received the goods. If the merchant's evidence is strong, Chase may rule in their favor even if you dispute the charge.
If Chase rules against you, the provisional credit is removed and the charge returns to your account. You can then decide whether to dispute again if you have new evidence, contact the merchant directly to try to resolve it, or accept the loss. Some merchants will work with you if you reach out directly; others will not budge once a chargeback has been filed.
Repeated disputes on the same charge or pattern of disputes can result in Chase closing your account or flagging you as a high-risk customer. This is rare, but it happens when someone files many disputes that are later ruled against them or when the pattern suggests fraud on the customer's side rather than the merchant's.
How to prevent disputes before they happen
The easiest dispute to win is the one you never have to file. Before you make a purchase, especially online or with a new merchant, check the company's return policy and how they handle refunds. If something goes wrong, contact the merchant first. Many will issue a refund or credit without involving your credit card company.
Keep records of your transactions: order confirmations, receipts, tracking numbers, and any communication with the merchant. If a package does not arrive, wait for the tracking to show delivery before disputing; if it shows delivered but you did not receive it, that is a strong case. If an item arrives damaged, photograph it before opening it further and contact the merchant with the photos.
For recurring charges — subscriptions, memberships, auto-pay services — review your statement monthly. Catch unauthorized recurring charges early, before they pile up. If you cancelled a subscription, keep the confirmation email. If the merchant keeps charging you after cancellation, that is a clear dispute case.
Frequently Asked Questions
How long does a Chase dispute take to resolve?
The full process usually takes 30 to 45 days from the date you report the dispute. Chase places a provisional credit within two business days, the merchant has up to 10 business days to respond, and you get a final decision within 10 business days after that. Some disputes resolve faster if the merchant does not respond or accepts the chargeback when ready.
Will I get my money back if I dispute a charge?
You will receive a provisional credit within two business days, so you have access to the money while Chase investigates. Whether you keep it depends on the outcome. If Chase rules in your favor, the credit becomes permanent. If the merchant provides evidence that the charge was legitimate, Chase will rule against you and remove the credit.
What if I authorized the charge but changed my mind?
Buyer's remorse is not a valid dispute reason. If you ordered something, received it, and now do not want it, your remedy is the merchant's return policy, not a chargeback. Chase will deny the dispute if the merchant can show you authorized the charge and received the goods. Contact the merchant about a return or refund instead.
Can I dispute a charge more than once?
You can file a new dispute if you have new evidence that was not available during the first investigation. If you already disputed a charge and Chase ruled against you, filing the same dispute again with the same evidence will likely result in the same outcome. Multiple disputes on the same charge can flag your account.
What if the merchant is out of business?
If the merchant has closed or is no longer responding, that strengthens your dispute case. Chase will attempt to contact them, and if they cannot, the investigation may resolve in your favor more quickly. Provide any documentation showing the merchant is no longer operating — a closed website, a notice on their social media, or a news article about the closure.