How to dispute a charge on your credit card

You dispute a charge by contacting your credit card company and telling them the transaction was unauthorized, fraudulent, or incorrect. Your card issuer then investigates by asking the merchant for proof that you authorized and received what you paid for. If the merchant cannot provide that proof, the charge is reversed and you get your money back. The whole process typically takes 30 to 90 days, though you usually see a temporary credit within a few days of filing.

The key is speed: you have 60 days from when the charge appeared on your statement to file a dispute. After that, your card issuer is no longer required to investigate. If you spot a fraudulent charge, report it when ready rather than waiting to see if it happens again.

Key Takeaways

  • Contact your card issuer by phone, mail, or online account within 60 days of the charge appearing on your statement.
  • Your card issuer will likely credit your account temporarily while they investigate, usually within 10 business days.
  • The merchant has the chance to prove you authorized the charge; if they cannot, the dispute is decided in your favor.
  • Disputes for unauthorized charges (fraud) and disputes for billing errors (wrong amount, duplicate charge, undelivered item) follow the same basic process but may have slightly different timelines.

When you can dispute a charge

You can dispute a charge for three main reasons: it was unauthorized (someone else used your card), it was a billing error (wrong amount, charged twice, or charged for something you cancelled), or the merchant failed to deliver what you paid for.

Unauthorized charges include fraud, a lost or stolen card, or someone using your card number without permission. Billing errors include being charged $150 instead of $50, seeing the same charge twice on one statement, or being charged after you cancelled a subscription. If you ordered something and it never arrived, or it arrived damaged and the merchant won't refund you, that is also disputable.

You cannot dispute a charge straightforward because you changed your mind about a purchase, even if you never opened the package. You also cannot dispute a charge you authorized but later regret. If you want to return something, contact the merchant first — that is faster and easier than a dispute.

The step-by-step process for filing a dispute

Step 1: Gather your information. Find the charge on your statement and write down the date, amount, and merchant name. If you have any emails, receipts, or messages related to the transaction, collect those too. If the charge is fraudulent, you do not need proof of anything — just the fact that you did not make the purchase is enough to start an investigation.

Step 2: Contact your card issuer. Call the customer service number on the back of your card, log into your online account, or send a written dispute letter. Phone is fastest; you will speak to someone who can start the process when ready. Online disputes through your account portal are also quick and create a written record automatically. Written disputes by mail work but take longer.

Step 3: Explain what happened. Tell the issuer whether the charge was unauthorized, a billing error, or a failed delivery. Be specific: "I did not make this purchase" is clear; "This does not look right" is not. If it is a billing error, explain exactly what went wrong — for example, "I was charged $89.99 but the receipt shows $49.99" or "This charge appears twice on my statement."

Step 4: Wait for the temporary credit. Your card issuer must investigate, but they also must credit your account temporarily within 10 business days if the dispute is for an unauthorized charge or a clear billing error. This temporary credit is not final — it just means you get your money back while they investigate. If the investigation later finds you were wrong, they can take the credit back.

Step 5: Respond to requests for information. The issuer may ask you to provide more details, sign a form, or submit documents. Respond promptly. The merchant also gets a chance to respond with proof that you authorized the charge. If you are disputing a delivery issue, you may need to show that you never received the item or that it arrived damaged.

Step 6: Receive the final decision. The issuer will tell you whether the dispute was upheld (charge reversed) or denied (charge stands). This usually happens 30 to 90 days after you file. If you win, the temporary credit becomes permanent. If you lose, the charge goes back on your account.

What happens to your account during a dispute

While a dispute is open, the charge may show on your statement as "disputed" or "under investigation." Your temporary credit appears as a separate line item. You can use that credit when ready — it is yours to spend while the investigation happens.

The disputed charge does not count against your credit limit during the investigation period. If the charge was $500 and your limit is $1,000, you still have $1,000 available to use, not $500. This matters if you are close to your limit.

A dispute does not hurt your credit score. The investigation is between you and your card issuer; it does not appear on your credit report. However, if you lose the dispute and the charge stands, that charge is still on your account and counts toward your balance and credit utilization just like any other charge.

How merchants respond to disputes

When you file a dispute, your card issuer sends a notice to the merchant asking them to prove you authorized the charge and received what you paid for. The merchant has a set time — usually 7 to 10 days — to respond with evidence.

For a physical purchase, the merchant typically provides a receipt showing your signature or a record of your card being swiped. For an online purchase, they provide proof of delivery, your IP address, or your account login history. For a subscription, they provide your signup confirmation or terms of service that you agreed to.

If the merchant does not respond in time, the dispute is decided in your favor by default. If they do respond but their proof is weak or missing, the issuer may still rule in your favor. For example, if you dispute a charge for a package that never arrived and the merchant has no delivery confirmation, you win the dispute.

Disputes for fraud versus billing errors

Unauthorized charges (fraud) and billing errors follow the same basic dispute process, but the rules differ slightly. For fraud, you have 60 days from when the charge appears on your statement. For a billing error, you also have 60 days, but the clock starts from when you first receive the statement that contains the error.

For fraud, your card issuer must investigate and tell you the outcome within 30 days, though they can extend to 45 days if they need more time. For a billing error, the issuer has 30 days to investigate and respond, or 45 days if the error involves a transaction at a merchant outside the United States.

In both cases, you get a temporary credit within 10 business days if the dispute appears valid. The difference is mainly in the timeline — fraud investigations can take slightly longer because they may involve police reports or additional verification.

What to do if your dispute is denied

If your dispute is denied, the charge stays on your account and you lose the temporary credit. You have the right to ask your card issuer to reconsider, but you will need new evidence or information you did not provide the first time.

If you believe the decision was wrong, you can also file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB does not overturn the decision, but they investigate whether your card issuer followed the dispute rules correctly. If the issuer made a mistake in their process, the CFPB can require them to correct it.

For a denied dispute about a purchase that never arrived or arrived damaged, your next step is usually small claims court or a chargeback through a different payment method if you have one. These are slower and more complicated than a credit card dispute, but they are options if the merchant refuses to refund you and your card issuer will not help.

How to prevent disputes in the first place

Keep receipts and confirmation emails for all purchases, especially online and subscription charges. Review your statement every month — most fraud is caught within 30 days of the charge. If you see something unfamiliar, contact the merchant first before filing a dispute; many charges are straightforward labeled differently than expected, and the merchant can explain or refund when ready.

For subscriptions, set a calendar reminder for the renewal date so you know when to expect the charge. If you cancel a subscription, save the cancellation confirmation. For online purchases, use a credit card rather than a debit card — credit card disputes offer stronger protections and do not drain your bank account while the investigation happens.

If your card is lost or stolen, call your issuer when ready rather than waiting to see if fraudulent charges appear. Most issuers will cancel the card and send a replacement within a few days. Fraudulent charges made after you report the card missing are your issuer's responsibility, not yours.

Frequently Asked Questions

How long does a credit card dispute take?

You usually see a temporary credit within 10 business days of filing. The full investigation takes 30 to 90 days, depending on how quickly the merchant responds and whether additional verification is needed. Some disputes are resolved in two to three weeks; others take the full 90 days.

Will disputing a charge hurt my credit score?

No. A dispute does not appear on your credit report and does not affect your score. The investigation is between you and your card issuer. However, if you lose the dispute and the charge stands, that charge counts toward your balance and credit utilization like any other purchase.

What if I authorized the charge but the merchant never delivered?

You can still dispute it. The reason is "merchandise not received" or "services not rendered." You authorized the payment, but the merchant did not hold up their end of the deal. Provide any proof you have — tracking information showing no delivery, emails asking the merchant where your item is, or screenshots of the merchant's website saying the item is out of stock.

Can I dispute a charge after more than 60 days?

No. Your card issuer is not required to investigate disputes filed more than 60 days after the charge appears on your statement. If you spot an old charge, contact the merchant directly and ask for a refund. If they refuse, you may have other options like small claims court, but a credit card dispute is no longer available.

What happens if the merchant goes out of business?

You can still file a dispute. Your card issuer will attempt to contact the merchant, but if they cannot, the dispute is usually decided in your favor because the merchant cannot provide proof of delivery or authorization. The issuer may take longer to investigate, but the outcome is typically that you keep the temporary credit and it becomes permanent.