What a chargeback is and when you can request one
A chargeback is a formal dispute you file with your credit card company to reverse a charge. Your card issuer investigates the transaction and, if they find in your favor, returns the money to your account and removes the charge. You do not contact the merchant directly through the chargeback process — your card company handles the dispute on your behalf.
You can request a chargeback when a merchant charged you but did not deliver the goods or service, charged you twice for the same purchase, charged you an amount different from what you agreed to, or you authorized the charge but the merchant never completed the work. You can also file a chargeback if you did not authorize the charge at all — this is fraud, and the card company takes it seriously.
Chargebacks are not refunds. A refund comes directly from the merchant when you ask them for your money back. A chargeback is a dispute process that bypasses the merchant and goes through your card issuer. Most card companies require you to attempt a refund from the merchant first, though some will accept a chargeback when ready if the merchant is unreachable or has closed.
Key Takeaways
- Contact your card issuer by phone or through your online account within 60 days of the charge appearing on your statement — this is the legal window for most disputes.
- Have your card number, the transaction date, the merchant name, and the amount ready when you call, plus any documentation showing what went wrong.
- Your card issuer will assign the chargeback a reference number and tell you what documents they need to investigate the claim.
- The merchant has the right to respond to your chargeback with their own evidence, and the card company will decide based on what both sides provide.
- If the chargeback is upheld, the money returns to your account; if it is denied, the charge stays and you may owe the merchant.
The 60-day window and why it matters
You must contact your card issuer within 60 days of the charge appearing on your statement. This is a federal requirement under the Fair Credit Billing Act, and card companies cannot extend it. If you miss this window, you lose the right to file a chargeback, though you can still try to get a refund directly from the merchant.
The 60 days starts when the charge first shows up on your statement, not when you discover the problem. If you notice a fraudulent charge three months after it posted, you are outside the window. Set a calendar reminder if you suspect a charge is wrong — do not wait to see if the merchant responds to an email.
Some card companies allow you to file a chargeback through your online account, while others require a phone call. Check your card's website or the back of your card for the dispute number. When you call, have your statement in front of you so you can provide the exact transaction date and amount.
What documents to gather before you contact your card issuer
Collect anything that shows what happened: order confirmations, receipts, emails from the merchant, tracking numbers, photos of damaged goods, or messages showing the merchant promised something they did not deliver. If the merchant charged you twice, screenshots of both charges on your statement are helpful. If you never authorized the charge, note that you do not recognize the merchant name.
You do not need to have all of this before you call — your card issuer will tell you what they specifically need. But having it ready speeds up the process. If the merchant sent you a confirmation email, forward it to yourself or print it so you can reference it during the call. If you have text messages or emails showing the merchant agreed to a refund but never sent it, save those too.
For fraud claims, you will not have much documentation, and that is normal. The card company knows that if someone stole your card number, you would not have a receipt. Tell them exactly what you do recognize on your statement and what you do not.
How to file the chargeback with your card issuer
Call the number on the back of your card and tell the representative you want to dispute a charge. They will ask you to describe what happened, verify the transaction details, and confirm your contact information. Be clear and specific: say "I ordered a laptop on March 15 for $899, it arrived broken, the merchant said they would replace it, and I never received the replacement" rather than "the order was wrong."
The representative will assign your dispute a reference number and explain what happens next. Write this number down. They will tell you whether they need additional documents and how to send them — usually by uploading them to your online account, emailing them, or mailing them to an address they provide. Ask how long the investigation typically takes; most card companies give themselves 30 to 60 days.
Some card companies will credit your account temporarily while they investigate, especially for fraud. Others will not. Ask whether a temporary credit is available. If the chargeback is eventually denied, you will owe that temporary credit back, so do not spend it.
What happens during the investigation
Your card issuer contacts the merchant and asks them to respond to your dispute. The merchant can provide their own evidence: a signed receipt showing you authorized the charge, proof of delivery, communications with you about the transaction, or their own explanation of what happened. The card company weighs both sides and makes a decision.
This process usually takes 30 to 60 days, though some disputes take longer if the merchant requests an extension or if additional information is needed. You will not hear anything during this time unless the card company needs more from you. If they do, they will contact you at the phone number or email you provided.
The merchant may also contact you directly during this period. Do not ignore them, but do not agree to anything or make new payments. Tell them you have filed a dispute with your card company and that the card company will handle it. Anything you say or do can be used as evidence in the dispute.
What happens if the chargeback is upheld or denied
If your card issuer finds in your favor, the charge is removed from your account and the money is returned to you. If you received a temporary credit while the investigation was ongoing, that credit becomes permanent. The merchant is notified that they lost the dispute and cannot collect the money through your card company.
If the chargeback is denied, the charge stays on your account and you are responsible for it. If you received a temporary credit, it will be removed. The merchant is notified that the dispute was resolved in their favor. You can still try to resolve the issue directly with the merchant — a denied chargeback does not prevent you from negotiating a refund.
Either way, your card issuer will send you a written explanation of the decision. Read it carefully. If you disagree with a denial, some card companies allow you to appeal, though this is rare and requires new evidence you did not provide the first time.
When a chargeback might not work
Chargebacks work best for clear-cut cases: a charge you never authorized, a merchant who disappeared, or goods that arrived damaged or not at all. They are harder to win if you authorized the charge but later changed your mind, if you received what you ordered but it was not what you expected, or if you had a dispute about the quality of a service.
If you authorized the charge and the merchant delivered something, even if you are unhappy with it, the card company may side with the merchant. This is especially true for services like haircuts, repairs, or custom work — the merchant can argue that they completed the job as agreed. In these cases, your best option is to negotiate directly with the merchant or pursue a small claims lawsuit if the amount is large enough.
Chargebacks also do not work if you are outside the 60-day window. Once that important date passes, your only option is to contact the merchant directly and ask for a refund.
Frequently Asked Questions
Can I file a chargeback if I already got a partial refund from the merchant?
Yes. If the merchant refunded part of what you paid but you believe you are owed more, you can dispute the remaining balance. Tell your card issuer the amount of the refund you received and the amount you still owe. They will investigate based on the difference.
What if the merchant claims they never received the package I returned?
If you returned an item and the merchant says they never got it, provide your card issuer with the tracking number showing delivery. If the tracking shows the package was delivered but the merchant claims otherwise, the card company will usually side with you. If the tracking shows the package was lost in transit, the merchant is not responsible, and you may need to file a claim with the shipping company instead.
Can the merchant sue me if I win a chargeback?
Legally, a merchant can sue you, but it is rare. If you filed a legitimate chargeback for fraud or non-delivery, a lawsuit is unlikely. If you filed a chargeback dishonestly — for example, you received the goods and are lying about it — the merchant could pursue legal action, though the cost usually makes it not worth their time for small amounts.
Will filing a chargeback hurt my credit score?
A chargeback itself does not appear on your credit report and does not directly affect your credit score. However, if the merchant reports you to a chargeback database used by payment processors, it may make it harder for you to do business with that merchant or similar ones in the future. This is separate from your credit score.
How many chargebacks can I file before my card company closes my account?
Card companies monitor chargeback rates, and filing too many disputes in a short time can flag your account as high-risk. If you file multiple chargebacks, your card issuer may contact you to understand what is happening. Repeated chargebacks, especially if they are denied, can result in account closure, but a single legitimate chargeback will not.