How to dispute a charge on your Chase credit card
Chase gives you two formal paths to challenge a charge: a chargeback through the credit card network (Visa, Mastercard, or American Express), and a billing dispute handled directly by Chase. A chargeback is what most people mean when they say "dispute" — you're asking your card network to reverse the transaction and investigate the merchant. Chase must start this process within 60 days of when you first saw the charge on your statement. A billing dispute is narrower and covers errors like duplicate charges or charges posted to the wrong amount. Both are free, and both pause the charge while Chase investigates.
The fastest way to start is through the Chase mobile app or your online account, where you can report the charge in minutes. You can also call the number on the back of your card. Chase will ask you to describe what happened — whether the merchant didn't deliver, charged you twice, or the charge was unauthorized — and will give you a temporary credit while they investigate, usually within two business days. The investigation itself takes up to 60 days, though many are resolved faster.
Key Takeaways
- You have 60 days from the date the charge appeared on your statement to start a dispute with Chase.
- Chase will typically issue a temporary credit within two business days while they investigate, so you won't lose the money during the process.
- The merchant has the right to respond to your dispute with evidence, and Chase will review both sides before making a final decision.
- Disputes over unauthorized charges (fraud or identity theft) are handled differently than disputes over goods or services not received.
- Keep all receipts, emails, and correspondence with the merchant — Chase will ask for this documentation to support your case.
Starting a dispute through the Chase app or website
Log into your Chase account online or open the mobile app, then find the transaction you want to dispute. On the transaction details page, you'll see an option to "Report as Dispute" or "Report Unauthorized." Tap or click that button, and Chase will walk you through a form asking why you're disputing the charge. Be specific: if the merchant didn't deliver, say that. If you were charged twice, explain when both charges posted. If the charge was unauthorized, state that clearly.
After you submit the form, Chase will send you a confirmation email with a dispute reference number. Save this number — you'll need it if you need to follow up. Within two business days, Chase will usually post a temporary credit to your account while they investigate. This credit is not final; it's a placeholder while Chase gathers information from the merchant.
Disputing by phone with Chase customer service
Call the number on the back of your Chase card and tell the representative you want to report a dispute. Have your statement in front of you with the transaction date, merchant name, and amount. The representative will ask you to describe the problem and may ask follow-up questions about what you ordered, when you expected to receive it, or whether you contacted the merchant first.
Chase prefers that you try to resolve the issue with the merchant before disputing, but they won't require it. If you've already contacted the merchant and they refused to refund you or didn't respond, tell the representative that. The call usually takes 10 to 15 minutes, and you'll receive the same confirmation email and temporary credit as you would through the app.
What happens after you report the dispute
Chase sends a dispute notice to the merchant, who then has a window (usually 7 to 10 days) to respond with evidence. The merchant might provide a tracking number showing delivery, a signed receipt, or a record of your authorization. Chase reviews the merchant's response alongside your account and any documentation you provided. If the merchant doesn't respond within the important date, Chase often rules in your favor by default.
The investigation typically takes 30 to 60 days. Chase will notify you by mail and email when they've reached a decision. If they rule in your favor, the temporary credit becomes permanent and the charge is removed. If they rule against you, the temporary credit is reversed and the charge goes back on your account. Either way, you'll receive a written explanation of the decision.
Disputes over unauthorized charges versus merchandise disputes
If someone else made the charge without your permission — a stolen card number, a hacked account, or identity theft — report it as unauthorized. Chase handles these under federal fraud protections and typically has a faster timeline. You're liable for no more than $50 of unauthorized charges under federal law, and most card issuers, including Chase, waive that $50 entirely.
If you authorized the charge but the merchant didn't deliver the goods, delivered something damaged, or charged you the wrong amount, that's a merchandise dispute. These take longer because the merchant has more grounds to defend themselves. They can show proof of delivery, a signed contract, or your acknowledgment of the purchase. Merchandise disputes are harder to win if you authorized the original transaction, so documentation of what went wrong is critical.
Documentation that strengthens your dispute
Gather anything that supports your version of events. If the merchant didn't deliver, save tracking information showing the package never arrived, or screenshots of the merchant's website showing the item out of stock. If you were charged twice, take a screenshot of both charges on your statement. If the item arrived damaged, photograph the damage and the packaging. If you contacted the merchant, save emails or chat transcripts showing their response (or lack of one).
Chase will ask you to upload or mail these documents. The app usually has an option to attach files directly to the dispute. If you're disputing by phone, ask the representative for a mailing address or whether you can email the documents. The more specific your evidence, the stronger your case. A vague statement like "I never received it" is weaker than a screenshot of the tracking page showing "Delivery attempted — no one home" or a photo of the empty mailbox on the delivery date.
What to do if Chase rules against you
If Chase decides the merchant's evidence is stronger than yours, you can request a second review, though this is rarely successful. Ask the representative or check your decision letter for the process. Some card networks allow a "pre-arbitration" step where you can submit additional evidence, but this is uncommon and usually only available for larger amounts.
Your other option is to contact the merchant directly one more time, armed with the knowledge that Chase sided with them. Sometimes a follow-up call or email to a manager, referencing the dispute process, prompts a refund. If the merchant is clearly fraudulent or operating illegally, you can file a complaint with the Federal Trade Commission (FTC) at reportfraud.ftc.gov, though this won't reverse the charge on your card.
Timeline and what to expect
The dispute process follows a set timeline. You have 60 days from the statement date to report the charge. Chase issues a temporary credit within two business days. The merchant has 7 to 10 days to respond. Chase then has up to 60 days total from your report to investigate and decide. In practice, many disputes are resolved within 30 days, especially if the merchant doesn't respond or if you have clear documentation.
During this time, the charge won't appear on your account balance (because of the temporary credit), but it may still show in your transaction history as "disputed." Your credit score is not affected by the dispute itself. Once Chase makes a final decision, you'll be notified in writing, and the temporary credit either becomes permanent or is reversed.
Frequently Asked Questions
What's the difference between a chargeback and a billing dispute?
A chargeback is a formal reversal through the credit card network (Visa, Mastercard, Amex) and is what most people mean by "dispute." A billing dispute is a narrower claim about an error — like a duplicate charge or wrong amount. Both go through Chase, but chargebacks involve the network and give merchants more formal rights to respond.
Do I have to contact the merchant before disputing with Chase?
No. Chase will not require you to contact the merchant first, though they may ask whether you did. If you've already tried and the merchant refused or ignored you, mention that when you report the dispute — it strengthens your case.
Can I dispute a charge after 60 days?
No. Federal law limits disputes to 60 days from the date the charge appeared on your statement. After that, Chase cannot open a formal investigation. If you notice a charge after 60 days, contact the merchant directly or explore other options like filing a complaint with the FTC.
Will disputing a charge hurt my credit score?
No. The dispute itself does not affect your credit score. Your credit report shows payment history and debt levels, not disputes. However, if Chase rules against you and reverses the temporary credit, you'll owe that amount again, which could affect your score if you don't pay it.
What if the merchant goes out of business before Chase investigates?
Chase will still investigate, but if the merchant is no longer operating, they won't be able to respond. In this case, Chase often rules in your favor by default because the merchant failed to defend the charge. The temporary credit becomes permanent.