How to dispute a credit card charge

You have the right to dispute a charge you believe is wrong or unauthorized. The process starts with your card issuer — the bank or credit union that issued your card — not the merchant. Call the number on the back of your card, explain what happened, and the issuer will open a dispute case. You do not need to contact the merchant first, and you do not need to wait for a response from them. Your issuer handles the investigation and decides whether to refund you.

The issuer must acknowledge your dispute within 30 days and complete the investigation within 60 days, though they can extend to 90 days if the merchant requests more time. During this period, the issuer will typically credit the amount back to your account while they investigate. If the merchant disagrees with the dispute, they can submit evidence to support their side. The issuer reviews both accounts and makes a final decision.

Key Takeaways

  • Contact your card issuer by phone using the number on your card statement — this is faster and creates a record of your call.
  • You have up to 60 days from when you first noticed the charge to file a dispute, though reporting it sooner protects you better.
  • The issuer must credit your account within two billing cycles while they investigate, even if the dispute is not yet resolved.
  • Merchants can fight back with receipts, emails, or delivery proof, so gather your own documentation before you call.
  • If the issuer rules against you, you can ask them to review the decision again, but the outcome rarely changes without new evidence.

When you have the right to dispute a charge

You can dispute a charge if it was unauthorized — someone else used your card without permission — or if it was incorrect. Incorrect means the merchant charged you the wrong amount, charged you twice for the same thing, or did not credit a return or cancellation. You can also dispute if you never received the item you paid for, or if it arrived damaged or significantly different from what was described.

You cannot dispute a charge straightforward because you changed your mind about a purchase, even if you did not open the package. You also cannot dispute a charge if you authorized it and received what you paid for, even if the quality was poor or you were unhappy. Those situations are between you and the merchant — you would need to contact them directly to request a refund or return.

The step-by-step process for filing a dispute

Call the number on the back of your card and tell the issuer you want to dispute a charge. Have your card number and the transaction details ready: the date, the merchant name, and the amount. Explain clearly what went wrong — for example, "I was charged $89 on March 15 at Best Buy, but I returned the item on March 18 and was never refunded" or "This charge is for $150, but my receipt shows $75."

The issuer will ask you to describe the dispute in writing. Some will email you a form; others will mail it. Complete it and return it within the timeframe they give you, usually 10 to 15 days. Include any supporting documents: your receipt, an email from the merchant, a photo of the damaged item, tracking information showing the package was not delivered, or a cancellation confirmation. The more specific your documentation, the stronger your case.

Once the issuer receives your written dispute, they will assign it a case number and send you a confirmation letter. This letter will include the important date for the merchant to respond. You do not need to do anything else at this point — the issuer investigates on your behalf.

What happens while your dispute is being investigated

Within two billing cycles — usually 30 to 45 days — the issuer must credit your account for the disputed amount while the investigation continues. This is a temporary credit. If the merchant provides evidence that the charge was valid, the issuer can take the money back. You will see the credit on your statement, and your available balance will increase when ready.

The merchant has the opportunity to submit evidence supporting the charge. Common evidence includes a signed receipt, an email confirmation you sent, a delivery confirmation, or a photo of the item. If the merchant does not respond within the important date, the issuer typically rules in your favor and the temporary credit becomes permanent.

The issuer will notify you of the outcome in writing, usually within 60 to 90 days of opening the dispute. The letter will explain their decision and why they made it. If they ruled in your favor, the credit stays on your account. If they ruled against you, they will debit the amount back and explain what evidence the merchant provided.

How to gather evidence before you dispute

Before you call your issuer, collect anything that supports your case. If the charge was unauthorized, check your recent statements for other suspicious activity and note the dates. If the merchant charged you twice, take a screenshot of both charges on your statement. If you returned an item, find the return receipt, tracking number, or email confirmation from the merchant showing the return was processed.

If the item never arrived, pull up the tracking information from the carrier showing the delivery status. If it arrived damaged, take photos of the damage and the packaging. If the merchant promised a refund for a cancellation, save any emails or messages confirming that promise. Write down the date you first noticed the problem and the date you are filing the dispute — this timeline matters if the merchant claims you waited too long.

You do not need to submit all of this when you call; the issuer will ask for what they need. But having it organized means you can respond quickly when they request it in writing, which speeds up the investigation.

important date and time limits for disputing

You have up to 60 days from the date the charge appeared on your statement to file a dispute. Some issuers allow longer, but 60 days is the legal minimum. If you discover an unauthorized charge months later, you may still be able to dispute it, but the longer you wait, the harder it is to prove. Merchants are more likely to have records of recent transactions, and your own memory of what happened will be fresher.

Report the charge as soon as you notice it. If you wait until the end of the 60-day window, you leave no room for delays in the mail or processing. The issuer must acknowledge your dispute within 30 days and complete the investigation within 60 days, though they can extend to 90 days if the merchant requests more time to gather evidence.

What to do if the issuer rules against you

If the issuer decides the charge was valid and removes the temporary credit from your account, you can request that they review the decision. Send a letter to the address on the decision letter, explain why you believe the ruling was wrong, and include any new evidence you have found. This second review is less common to win — the issuer has already examined the case — but it is worth trying if you have documentation the first investigation missed.

If the second review also fails, you have limited options. You can file a complaint with the Consumer Financial Protection Bureau (CFPB), which will forward it to your issuer for a response. The CFPB does not overturn the issuer's decision, but a complaint on file can pressure the issuer to reconsider if they made an error. You can also pursue the merchant directly through small claims court if the amount is small enough, though this requires more time and effort.

Frequently Asked Questions

Can I dispute a charge if I authorized it but the merchant never delivered?

Yes. If you paid for something that never arrived, that is a valid dispute. The merchant's failure to deliver is their problem, not yours. Provide tracking information showing the package was not delivered, or a screenshot of your order confirmation with the delivery date that passed.

What if the merchant says I signed for the delivery?

If you did not sign for it, tell the issuer that in your dispute. Provide any evidence you have: a photo showing the package was not at your address, a statement that you were not home, or a message to the merchant saying you never received it. The issuer will weigh this against the merchant's delivery confirmation.

Do I have to pay the disputed charge while the investigation happens?

No. The issuer must credit your account within two billing cycles, so you will not owe the amount while they investigate. If they later rule against you, they will debit it back, but you do not have to pay it upfront.

How long does a dispute usually take?

Most disputes are resolved within 60 days. Some take the full 90 days if the merchant requests an extension. You will see a temporary credit within 30 to 45 days, and a final decision within 60 to 90 days.

Can I dispute a charge on a debit card the same way?

The process is similar, but debit card disputes have different protections. You have 60 days to report unauthorized charges, but the issuer has up to 10 days to investigate instead of 60. Debit disputes also do not include a temporary credit while the investigation happens. Contact your bank for their specific debit card dispute process.