Start a dispute directly with your credit card company
When you spot a charge you don't recognize or believe is wrong, contact your card issuer — the bank or company whose name appears on your statement — not the merchant. Your card issuer has a legal obligation to investigate charges you dispute, and they have the tools to freeze the transaction and reverse it if warranted.
Call the customer service number on the back of your card or log into your online account. Tell them the specific charge: the date, the merchant name, and the amount. Explain why you're disputing it — whether the charge is unauthorized, the merchant charged you twice, the item never arrived, or the amount is wrong. The representative will document your dispute and assign it a reference number. Write this number down.
Most card issuers allow you to start a dispute by phone, through their mobile app, or online. Phone is fastest if you need to speak to someone when ready, but online or app disputes create a written record you can reference later.
Key Takeaways
- Contact your card issuer (the bank on your card), not the merchant, to begin a dispute — they have the legal power to reverse charges.
- You have up to 60 days from the date the charge appeared on your statement to report it, though disputing sooner is better.
- Your card issuer will typically credit your account temporarily while they investigate, usually within two to three business days.
- The investigation itself takes 30 to 90 days; the merchant has the right to respond with evidence that the charge was legitimate.
- Keep records of all communication with your card issuer and any evidence you have — receipts, emails, tracking numbers — in case the merchant contests the dispute.
Understand the timeline and temporary credit
Your card issuer must acknowledge your dispute within 30 days of receiving it. In most cases, they will credit your account temporarily — meaning the charge is removed from your balance and you're not responsible for paying it — within two to three business days. This temporary credit is not the final decision; it's a placeholder while the investigation happens.
The full investigation takes 30 to 90 days. During this time, the merchant receives notice of your dispute and can respond with evidence that the charge was legitimate — a signed receipt, proof of delivery, or a record of the service provided. Your card issuer reviews both your account and the merchant's response before making a final decision.
If the merchant doesn't respond within the timeframe, your card issuer typically rules in your favor and the temporary credit becomes permanent. If the merchant provides evidence that contradicts your dispute, your card issuer may reverse the temporary credit and put the charge back on your account.
Gather evidence before you dispute
The stronger your case, the faster the resolution. Before you call your card issuer, collect anything that supports your dispute: order confirmations, receipts, emails from the merchant, tracking numbers, photos of damaged items, or bank statements showing duplicate charges.
If the charge is unauthorized — someone else used your card without permission — you don't need evidence of what happened; you only need to report it. If the charge is for a service or item you received but believe is wrong, have specifics ready. For example, if you were overcharged, show the price you were quoted. If an item didn't arrive, show the tracking number that says "delivery attempted" or "not delivered."
If you've already contacted the merchant and they refused to refund you, include that in your dispute report. Tell your card issuer you've tried to resolve it directly and the merchant won't cooperate. This strengthens your case.
Know the difference between a dispute and a chargeback
A dispute is what you file with your card issuer. A chargeback is what happens if the dispute is ruled in your favor — the card issuer reverses the charge and takes the money back from the merchant's bank account. You don't file a chargeback yourself; your card issuer does it on your behalf if they determine the charge was fraudulent or unauthorized.
Some people use the terms interchangeably, but the distinction matters for understanding the process. You initiate a dispute; your card issuer executes a chargeback if warranted. Merchants can see chargebacks on their account and it affects their standing with payment processors, so merchants take disputes seriously.
What happens if the merchant contests your dispute
When a merchant receives notice of your dispute, they can submit evidence that the charge was valid. This might be a signed receipt, a delivery confirmation, an email exchange showing you received the service, or a record of the transaction. Your card issuer reviews this evidence alongside your account.
If the merchant's evidence is stronger than yours, your card issuer may rule against you and the temporary credit will be removed. You'll be responsible for the charge again. This is why gathering your own evidence matters — if you have proof the item didn't arrive or the service wasn't rendered, you can counter the merchant's claim.
If you disagree with your card issuer's final decision, you have limited options. You can contact the merchant directly one more time to try to resolve it, or you can file a complaint with the Consumer Financial Protection Bureau (CFPB) if you believe your card issuer didn't investigate fairly. The CFPB doesn't reverse charges, but they investigate complaints about how banks handle disputes.
Protect yourself from future unauthorized charges
After you've resolved a dispute, take steps to prevent it from happening again. If your card was stolen or compromised, your card issuer will issue you a new card with a new number. Destroy the old card.
Review your statements monthly — most card issuers let you set up alerts for charges over a certain amount, or for any charge from a specific merchant. If you notice a pattern of small unauthorized charges, report them when ready; fraudsters sometimes test stolen cards with small amounts before attempting larger ones.
If the dispute was caused by a merchant error — a duplicate charge or an overcharge — contact the merchant directly to understand what went wrong. Ask them to confirm they won't charge you again. If it was a subscription you didn't authorize, cancel it through your account settings or contact the merchant to request cancellation in writing.
Frequently Asked Questions
How long do I have to dispute a charge?
You have up to 60 days from the date the charge appeared on your statement to report it to your card issuer. Some card issuers allow disputes beyond 60 days in certain circumstances, but waiting longer weakens your case because the merchant has more time to lose records. Report it as soon as you notice it.
Will I have to pay the disputed charge while the investigation is happening?
No. Your card issuer must credit your account temporarily within two to three business days, so the charge is removed from your balance and you're not responsible for paying it during the investigation. If the dispute is ruled against you, the charge goes back on your account.
What if the merchant says I authorized the charge?
If you genuinely did not authorize it, tell your card issuer that. Your card issuer will ask the merchant for proof of authorization — typically a signed receipt or a record of your consent. If the merchant can't provide it, your dispute is likely to be upheld. If they can, your card issuer will review the evidence and decide.
Can I dispute a charge if I changed my mind about a purchase?
Technically, yes, but your card issuer is unlikely to uphold it. Disputes are meant for unauthorized charges, fraud, or items that weren't delivered or didn't work as described. If you straightforward changed your mind, contact the merchant directly to request a refund under their return policy. If they refuse, a dispute based on "changed my mind" will probably be ruled against you.
What happens to the merchant if I win the dispute?
Your card issuer reverses the charge and the money is taken back from the merchant's bank account. The merchant sees this as a chargeback on their account. Multiple chargebacks can damage a merchant's standing with payment processors and may result in higher fees or account termination. This is why merchants take disputes seriously and often try to resolve issues directly.