What happens when you dispute a charge
When you tell your credit card company that a charge is wrong, they open a dispute case and contact the merchant to ask for proof that you authorized the purchase and received what you paid for. You do not have to prove the merchant wrong — the merchant has to prove the charge was legitimate. If they cannot produce a signed receipt, an email confirmation you sent, or a delivery record, the card company sides with you and removes the charge.
The process takes 30 to 90 days from the moment you file. During that time, the card company usually credits the amount back to your account while they investigate, so you are not out the money while waiting. If the merchant does respond with proof, the card company may reverse that credit and put the charge back on your bill.
You can dispute a charge for several reasons: you never received the item, the item arrived damaged or not as described, the merchant charged you twice for one purchase, someone used your card without permission, or the amount is straightforward wrong. Each reason follows the same process, but the merchant's burden of proof changes slightly depending on which one you choose.
Key Takeaways
- File your dispute within 60 days of the charge appearing on your statement, because after that the card company cannot reopen the case.
- The merchant must prove you authorized the charge and received what you paid for — you do not have to prove they are lying.
- Gather any written proof you have before you call: emails, text messages, photos of damage, tracking numbers, or receipts.
- If the merchant wins the dispute, you can ask the card company to review the case again if new evidence surfaces or if you believe they made an error.
The 60-day window is your hard important date
You have 60 days from the date a charge appears on your credit card statement to file a dispute. This is a federal rule, and the card company cannot extend it. If you call on day 61, they will turn you down.
The clock starts when the charge first shows up on your statement, not when you discover it is wrong. If you receive a statement on the 15th of the month and spot a fraudulent charge on the 20th, you have until the 14th of the following month to file. If you do not check your statements regularly, set a phone reminder for the 10th of each month to review charges.
Some card companies let you file a dispute online through your account, by phone, or by mail. Online is fastest — you can usually file in five minutes and get a confirmation number when ready. If you call, ask the representative to email you a summary of what you reported so you have a record.
Gather proof before you contact the card company
The stronger your case, the faster the card company rules in your favor. Before you file, collect anything that shows what happened: emails from the merchant, text message conversations, photos of a damaged item, tracking numbers showing the package never arrived, receipts, or bank statements. If someone used your card without permission, gather any proof that you reported it to the merchant or the police.
If the item never arrived, check the tracking number. If it shows "delivered" but you never received it, take a photo of your front door and mailbox. If the tracking shows it is still in transit, wait a few more days before disputing — the merchant may not have shipped it yet, and a dispute filed too early can work against you.
If the item arrived damaged, photograph it in the box and out of the box, showing the damage clearly. If you opened it and the merchant claims you damaged it yourself, photos taken when ready after opening are your best defense. Keep the original packaging and the item until the dispute is resolved.
Choose the right dispute reason when you file
Credit card companies sort disputes into categories, and the category you choose determines what the merchant has to prove. The most common reasons are: "not received," "not as described," "unauthorized charge," "duplicate charge," and "amount incorrect."
If you ordered something and it never showed up, choose "not received" — the merchant then has to show a tracking number proving delivery to your address. If the item arrived but it is the wrong color, wrong size, or broken, choose "not as described" — the merchant has to prove you received exactly what you ordered. If someone else used your card, choose "unauthorized" — the merchant has to prove you signed for it or that you gave permission. If you were charged twice for one order, choose "duplicate charge." If the amount on your bill does not match what you agreed to pay, choose "amount incorrect."
Pick the category that best fits what happened. If you pick the wrong one, the card company may dismiss the dispute or ask you to refile under a different category, which costs you time.
What the merchant will do to fight your dispute
Once you file, the card company gives the merchant 7 to 10 days to respond. The merchant will usually send a signed receipt, an email confirmation, a tracking number, or a photo of the item being packed. If the merchant is dishonest or disorganized, they may not respond at all — in that case, you win by default.
If the merchant claims you authorized the charge, they will point to a signature on a receipt or a confirmation email you received. If they claim the item was delivered, they will show a tracking number and a delivery date. If they claim you received the item in good condition, they may send photos or a customer service log showing you never complained.
The card company then decides whether the merchant's proof is strong enough. If the tracking number shows delivery to your address and you cannot prove otherwise, the merchant usually wins. If the merchant has no proof at all, you win. If the evidence is mixed — for example, the tracking shows delivery but you have photos proving the package never arrived — the card company may ask for more information from both sides.
What to do if you lose the dispute
If the card company rules against you, the charge goes back on your bill and you owe it. You have the right to ask the card company to review the case one more time, but only if you have new evidence that was not part of the original dispute.
New evidence might be a police report if the charge was fraudulent, a repair estimate if the item was damaged, or a signed statement from the merchant admitting the error. If you straightforward disagree with the card company's decision but have no new proof, a second review will not change the outcome.
If the merchant is clearly scamming people, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. You can also report the merchant to your state's attorney general or to the Federal Trade Commission at reportfraud.ftc.gov. These complaints do not reverse the charge, but they create a record that may help other consumers or lead to an investigation.
Disputes for unauthorized charges work differently
If someone used your card without permission, the rules are stricter in your favor. You are not responsible for unauthorized charges, period — the card company must remove them. You do not have to prove the merchant is lying; you just have to tell the card company the charge was not you.
However, if the card company can show that you authorized the merchant to charge your card — for example, you have an active subscription or you gave them permission to bill you monthly — then the charge is considered authorized even if you forgot about it. If you want to stop recurring charges, contact the merchant directly and ask them to cancel the subscription. If they refuse, then you can dispute the charge as unauthorized.
If your card was physically stolen or the number was compromised, report it to the card company when ready. They will cancel the card and send you a new one. Any charges made after you report the theft are the card company's problem, not yours.
Frequently Asked Questions
Can I dispute a charge if I changed my mind about the purchase?
No. Buyer's remorse is not a valid dispute reason. You can only dispute a charge if the merchant did something wrong — they did not deliver, delivered the wrong item, charged the wrong amount, or you never authorized it. If you want to return something, contact the merchant directly and ask about their return policy.
What happens to my credit score during a dispute?
The dispute itself does not hurt your score. However, if the charge stays on your bill while the dispute is pending and pushes your balance higher, that can temporarily raise your credit utilization and lower your score slightly. Once the dispute is resolved, your score adjusts back.
Can the merchant sue me if I dispute a charge?
Merchants almost never sue over a single disputed charge — the legal cost is too high. If you have a pattern of filing false disputes, the card company may close your account, but that is the main consequence you face.
How long does it take to get my money back after I win?
If the card company credited your account when you filed the dispute, the money is already back. If they did not, you should see the credit within 5 to 10 business days after the dispute is resolved in your favor. Check your statement to confirm.
Can I dispute a charge from a year ago?
No. The 60-day window starts when the charge appears on your statement. After that, the card company cannot reopen the case, no matter how strong your evidence is. This is why checking your statements regularly matters.