How to dispute a charge on your Chase credit card
You can dispute a charge on a Chase credit card by contacting Chase directly and telling them the transaction is wrong. Chase has a formal dispute process that takes 30 to 90 days, during which they investigate whether the charge was fraudulent, unauthorized, or billed incorrectly. You do not need to wait for a bill or pay the charge first — you can start a dispute as soon as you notice the problem.
The fastest way to start is by calling the number on the back of your card or logging into your Chase account online. Chase will ask you to describe what went wrong, may reverse the charge temporarily while they investigate, and will send you a written decision. If Chase rules in your favor, the charge stays removed. If they rule against you, you can ask them to reconsider or file a complaint with your bank regulator.
Key Takeaways
- Call the number on the back of your Chase card or use the Chase mobile app to start a dispute — you can do this the same day you notice the charge.
- Chase will ask you to describe the problem and may ask for documents like receipts, emails, or proof you tried to resolve it with the merchant first.
- Chase will temporarily reverse most charges while they investigate, so you will not owe the amount during the dispute period.
- The investigation takes 30 to 90 days, and Chase will send you a written decision explaining whether they upheld or denied your dispute.
- If Chase denies your dispute, you can ask them to reconsider or file a complaint with the Consumer Financial Protection Bureau (CFPB).
When you can dispute a charge
You can dispute a charge if it was fraudulent (someone else made it without your permission), unauthorized (you did not approve it), or billed incorrectly (wrong amount, charged twice, or for something you never received). You can also dispute a charge if you returned an item or cancelled a service and the merchant never refunded you.
You have up to 60 days from the date the charge appeared on your statement to file a dispute with Chase. This is a legal important date set by federal law, so it is important to act within that window. If you wait longer than 60 days, Chase may refuse to investigate, though you can still try to resolve it directly with the merchant.
You cannot dispute a charge straightforward because you changed your mind about a purchase or did not like what you bought — the charge has to be wrong in one of the ways listed above. If you authorized the charge but the merchant failed to deliver or provided poor service, you may still have options, but the dispute process is not the first step.
How to start a dispute with Chase
The easiest way to start is through the Chase mobile app or website. Log in, find the transaction you want to dispute, and look for a "Report as Fraud" or "Dispute This Transaction" button. Chase will walk you through a form asking what went wrong. You can also call the number on the back of your card and speak to a representative who will open the dispute over the phone.
When you report the dispute, have the following information ready: the transaction date, the amount, the merchant name, and a clear description of why the charge is wrong. If the charge was unauthorized or fraudulent, tell Chase that. If it was billed incorrectly or you were charged twice, explain that. If you returned an item or cancelled a service, mention that you have proof (a return receipt, cancellation confirmation, or email).
Chase will create a dispute case number and give it to you when ready. Write this number down — you will need it to check the status of your dispute or provide additional information. Chase will also tell you whether they are temporarily reversing the charge while they investigate. Most of the time they do, but it is not may provide.
What Chase will ask for and what to provide
Chase will ask you to provide evidence supporting your dispute. The documents you need depend on the type of dispute. For an unauthorized charge, Chase may ask for a police report if you believe your card was stolen. For a billing error, they will want a receipt showing the correct amount or proof that you were charged twice. For a returned item, they will want a return receipt or tracking number showing the merchant received it back.
If you tried to resolve the problem with the merchant first, tell Chase that and provide copies of emails, chat transcripts, or notes from phone calls. This strengthens your case because it shows you made a good-faith effort. If the merchant promised a refund but never sent it, include that promise in writing if you have it.
You do not need to have perfect documentation. If you do not have a receipt, explain what you remember about the transaction and why you believe it is wrong. Chase will also contact the merchant directly to ask for their records. The merchant has to respond to Chase's inquiry, and if they cannot produce proof that you authorized the charge or received what you paid for, Chase will likely rule in your favor.
What happens during the investigation
Once you file a dispute, Chase has 30 days to investigate and respond, though the process often takes longer — up to 90 days in some cases. During this time, Chase will contact the merchant and ask them to provide proof that the charge was legitimate. The merchant has to respond within a set timeframe, usually 7 to 10 days.
In most cases, Chase will temporarily reverse the charge while they investigate, so the amount will come off your bill and you will not owe it. This is called a provisional credit. However, if Chase later rules against you, they will re-charge your account. This is why it is important to keep your documentation and be honest about what happened — if you dispute a charge you actually authorized, Chase may find out and put the charge back on.
Chase will send you updates by mail or through your online account. You can also call the number on the back of your card and reference your dispute case number to check the status at any time.
What happens when Chase makes a decision
Chase will send you a written decision explaining whether they upheld or denied your dispute. If they upheld it, the charge is permanently removed and you owe nothing. If they denied it, the charge goes back on your account and you are responsible for paying it.
If Chase denies your dispute, you have the right to ask them to reconsider. You can submit additional evidence or explain why you believe their decision was wrong. Send this request in writing to the address Chase provides in their decision letter, and include your dispute case number. Chase will review your request, though they are not required to change their decision.
If Chase denies your dispute and you disagree with their decision, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB will forward your complaint to Chase, and Chase has to respond. The CFPB does not make the final decision, but they can investigate whether Chase followed the law correctly.
What to do if the merchant refuses to cooperate
If the merchant does not respond to Chase's inquiry or provides false information, Chase will usually rule in your favor. Merchants are required by law to respond to disputes, and if they ignore Chase, that counts against them.
If you have already tried to resolve the problem directly with the merchant and they refused to help, tell Chase that in your dispute. Include copies of any emails or messages showing that you asked for a refund and the merchant said no. This makes it clear that the dispute process is your last option, not your first.
If the merchant is out of business or unreachable, Chase will still investigate using whatever records they have. In many cases, Chase will rule in your favor because the merchant cannot defend the charge.
Frequently Asked Questions
Do I have to pay the disputed charge while Chase investigates?
No. Chase will usually place a temporary credit on your account, so you will not owe the amount during the investigation. If Chase later rules against you, they will re-charge your account. You should not pay the charge yourself unless Chase tells you to.
What if I authorized the charge but the merchant never delivered the item?
You can still dispute it. Tell Chase that you paid for something you never received. Chase will ask the merchant for proof of delivery. If the merchant cannot show that the item was delivered to your address, Chase will likely rule in your favor. Keep any tracking information or delivery confirmation you have.
How long does a dispute take?
Chase has up to 90 days to investigate, though many disputes are resolved in 30 to 45 days. You will receive a written decision explaining the outcome. During this time, the charge is usually reversed, so you will not see it on your bill.
Can I dispute a charge if I used my card in person at a store?
Yes. It does not matter whether you swiped your card, inserted it, or tapped it — if the charge is wrong, you can dispute it. In-person charges are disputed the same way as online charges. You will need to explain what went wrong and provide any evidence you have, such as a receipt showing a different amount.
What happens if Chase rules against me?
The charge will go back on your account and you will owe it. You can ask Chase to reconsider by sending additional evidence, or you can file a complaint with the CFPB. You can also try to resolve it directly with the merchant if you have not already done so.