How to start a dispute with Chase
To dispute a charge on your Chase credit card, contact Chase directly through your online account, by phone, or in person at a branch. The fastest route is usually your online account: log in, find the transaction you want to dispute, and select the option to report it as unauthorized or incorrect. Chase will then walk you through what happened and what documents they need.
If you prefer to call, the number is on the back of your card. Have your card number, the transaction date, the merchant name, and the amount ready. A Chase representative will open a dispute case and assign you a case number — write this down, as you'll use it to track the dispute.
You can also visit a Chase branch in person and speak to a banker, though this takes longer than the phone or online route. Whichever method you choose, Chase must receive your dispute within 60 days of the transaction appearing on your statement.
Key Takeaways
- You have 60 days from the date a charge appears on your statement to report it to Chase.
- Online disputes through your Chase account are usually the fastest way to start the process.
- Chase will assign you a case number and may ask for documents like receipts, emails, or proof of return.
- While Chase investigates, the charge typically remains on your account, though some disputes result in a temporary credit.
- The investigation usually takes 30 to 60 days, and Chase will notify you of the outcome in writing.
What counts as a valid dispute
Chase recognizes several reasons for disputing a charge. The most common are: you did not authorize the transaction, the merchant charged you twice for the same purchase, the amount charged was different from what you agreed to, you returned merchandise but were not refunded, or the merchant never delivered what you paid for.
You can also dispute a charge if the merchant misrepresented the product or service — for example, you ordered a hotel room described as oceanfront and it faced a parking lot. If you recognize the merchant name but genuinely do not remember the purchase, that is still a valid reason to dispute it; Chase will investigate whether someone else used your card.
Disputes over the quality of a service or product are harder to win. If you received what you paid for but are unhappy with it, Chase may ask you to resolve it directly with the merchant first. However, if the merchant refuses to refund you after you've made a good-faith effort to contact them, you can still file a dispute.
Documents Chase may request
Chase will ask for evidence that supports your version of the transaction. For unauthorized charges, they may ask for a police report or a statement that you did not make the purchase. For duplicate charges, provide one receipt showing the charge appeared twice. For undelivered merchandise, show proof of the original order and evidence that the item never arrived — a tracking number showing "delivery attempted" or a carrier's confirmation that the package was undeliverable.
For refund disputes, Chase typically wants a photo of the returned item, a receipt showing the return was processed, or an email from the merchant acknowledging the return. For misrepresentation, screenshots of the product description and photos showing what you actually received help your case. Keep these documents organized and submit them through your Chase account or by mail if Chase requests them in writing.
You do not need to have every document perfect. If you have some evidence but not all, submit what you have and explain what happened. Chase investigates based on the balance of evidence, not on whether you have a complete paper trail.
What happens during the investigation
Once you file a dispute, Chase contacts the merchant and asks them to respond within a set timeframe — usually 10 to 20 days. The merchant can either agree to refund you, provide their own evidence that the charge was valid, or ignore the request. Chase reviews both sides and makes a decision.
During the investigation, the charge stays on your account and counts toward your balance. However, if Chase determines the dispute is strong, they may issue a temporary credit while they finish investigating. This credit is not final — if the merchant later provides proof that the charge was valid, Chase will remove the credit and you'll owe the amount again.
The entire process usually takes 30 to 60 days. Chase will send you a letter with the outcome, explaining whether they ruled in your favor, sided with the merchant, or could not determine what happened. If you disagree with the decision, you can request that Chase reconsider, though this is uncommon.
Disputing fraudulent or unauthorized charges
If someone else used your card without permission, report it to Chase when ready — do not wait until the 60-day window closes. Chase has stronger protections for unauthorized charges and may reverse them faster than other types of disputes.
When you report fraud, Chase will ask whether you recognize the merchant and whether you gave anyone permission to use your card. They may also ask where you last used the card in person and whether you've noticed any other suspicious activity. Answer honestly; this helps Chase determine whether your card was stolen, cloned, or compromised online.
Chase will typically cancel your current card and issue a replacement. The new card arrives in 7 to 10 business days. In the meantime, you can still use your account online or by phone if you need to make purchases. If the fraudulent charges total more than a few hundred dollars, ask Chase whether they'll issue a temporary card or credit while you wait for the replacement.
Disputing charges from merchants you recognize
Sometimes you recognize the merchant but the charge seems wrong — the amount is higher than expected, it posted twice, or you thought you canceled a subscription. Before filing a formal dispute, try contacting the merchant directly. Many charges can be resolved in days without involving Chase.
Call the merchant's customer service number or email the address on your receipt. Explain the issue and ask for a refund or correction. Keep a record of who you spoke to, when, and what they said. If the merchant agrees to refund you, ask them for a confirmation number or email confirmation. If they refuse or do not respond within a week, then file a dispute with Chase and include proof that you tried to resolve it.
Subscription charges are common sources of disputes. If you canceled a subscription but were still charged, show Chase the cancellation confirmation. If you do not have it, explain when and how you canceled, and Chase will contact the merchant to verify. Merchants sometimes claim they never received a cancellation request, so having documentation helps.
What happens if Chase rules against you
If Chase determines the merchant's evidence is stronger than yours, they will close the dispute and you remain responsible for the charge. This does not mean you did something wrong — it means Chase found the merchant's explanation more convincing or could not determine what happened.
You can request that Chase reconsider if you have new evidence, such as a receipt you found after the initial investigation or a written statement from the merchant admitting an error. Send this to Chase in writing with your case number. Reconsideration requests are uncommon and rarely change the outcome, but it is an option if you believe Chase missed something important.
If you believe Chase made an error in their investigation, you can file a complaint with the Consumer Financial Protection Bureau (CFPB). The CFPB does not overturn Chase's decision, but they investigate whether Chase followed the correct procedures. You can file a complaint online at consumerfinance.gov.
Frequently Asked Questions
How long do I have to dispute a charge?
You have 60 days from the date the charge appears on your statement. This is a hard important date — if you contact Chase on day 61, they cannot open a dispute. Mark your statement date on your calendar if you think you might dispute something.
Will I get my money back while Chase investigates?
Not automatically. The charge stays on your account and counts toward your balance. Chase may issue a temporary credit if the dispute looks strong, but this is not may provide. If Chase later rules against you, they will remove any temporary credit.
Can I dispute a charge if I authorized it but changed my mind?
Technically, no — Chase considers this a quality or satisfaction issue, not a dispute. However, if the merchant refuses to refund you after you ask, you can file a dispute and Chase will contact them. You are more likely to win if you can show the merchant misrepresented the product or service.
What if the merchant goes out of business before Chase investigates?
Chase will still investigate and may rule in your favor based on your evidence alone. If the merchant is unreachable, Chase cannot get their side of the story, which can work in your favor. The outcome depends on how strong your evidence is.
Do I need to pay the disputed charge while the investigation is ongoing?
You should continue making payments on your full balance, including the disputed charge, to avoid late fees and interest. If Chase later rules in your favor, they will credit the amount back to your account. If you cannot afford to pay while disputing, contact Chase to discuss your options.