You have the right to challenge charges on your credit card statement
When you spot a charge you don't recognize or didn't authorize, your credit card company has a legal obligation to investigate it. This process is called a chargeback or dispute, and it's different from asking a merchant for a refund. The card issuer — not the store — handles the investigation, and you're protected from paying for fraudulent or incorrect charges while they look into it.
The process typically takes 30 to 90 days, depending on the type of dispute and your card issuer. During that time, the charge may be removed from your statement temporarily, though you should not assume it's gone permanently until the investigation closes. Your card issuer will contact the merchant's bank, review the evidence you provide, and decide whether the charge should be reversed.
Key Takeaways
- You must contact your card issuer in writing (not by phone) to start a formal dispute, and you have 60 days from when the charge appeared on your statement to do so.
- Gather any evidence you have before disputing: receipts showing a different amount, emails proving you cancelled a subscription, or proof you never received the item.
- Your card issuer will remove the charge temporarily from your balance while they investigate, so you won't be charged interest on that amount.
- If the merchant disagrees with your dispute, they can submit their own evidence, and the card issuer will make a final decision based on what both sides provide.
The difference between disputing with your card issuer and asking the merchant
Before you file a formal dispute, try contacting the merchant directly. If you were overcharged, received the wrong item, or were charged after cancelling a subscription, a quick call or email often resolves it faster than a chargeback. The merchant can issue a refund when ready, and you avoid the formal dispute process entirely.
A formal dispute with your card issuer makes sense when the merchant won't respond, refuses to refund you, or you believe the charge is fraudulent. Once you file a dispute, the card issuer takes over — you're no longer negotiating directly with the store. This is your protection when a merchant ignores you or when you never authorized the charge in the first place.
How to file a dispute in writing
Contact your card issuer by mail, email, or through your online account portal — check your card's website or the back of your statement for the dispute department's address. You must put your dispute in writing; a phone call alone does not start the formal process, though calling first to ask where to send your dispute is fine.
Include the following in your written dispute:
- Your account number and the date the charge appeared on your statement
- The amount of the charge and the merchant's name
- A clear, brief explanation of why you're disputing it (for example: "I never received this item" or "I cancelled this subscription on March 15")
- Copies of any supporting documents: receipts, emails, cancellation confirmations, or proof of delivery attempts
Keep a copy of everything you send. If your card issuer has an online dispute tool, use it — you'll get a confirmation number and a clear timeline for when you should expect a response. If you mail your dispute, send it certified mail so you have proof it arrived.
What happens after you file a dispute
Your card issuer will send you a written acknowledgment within 30 days, confirming they received your dispute and explaining what happens next. They will also temporarily remove the charge from your account balance, so you won't owe interest on it while they investigate. This temporary removal is not the same as winning the dispute — it's a protection while the process runs.
The card issuer contacts the merchant's bank and requests their records of the transaction. The merchant has the chance to respond with their own evidence: a signed receipt, proof of delivery, or records showing you authorized the charge. If the merchant doesn't respond within their important date (usually 10 to 14 days), the dispute often closes in your favor.
Once both sides have submitted their evidence, the card issuer makes a final decision. They will notify you in writing of the outcome, usually within 60 to 90 days of when you filed. If you win, the charge is permanently removed and you owe nothing. If you lose, the charge goes back on your account and you're responsible for paying it.
Common types of disputes and what evidence helps
The type of dispute affects how the card issuer evaluates it. Unauthorized charges — where someone used your card without permission — are the strongest disputes. Provide any evidence that the card was stolen, lost, or compromised: a police report, a statement from your bank about fraud, or proof you reported the card missing before the charge occurred.
Billing errors happen when you were charged the wrong amount or charged twice for the same item. Bring a receipt showing the correct price, your order confirmation, or a screenshot of what you paid. If you were charged twice, show both charges on your statement and proof that only one item was delivered.
Item not received disputes require proof that you never got what you paid for. A tracking number showing "delivery attempted" but no successful delivery, a photo of an empty package, or a message from the merchant saying the item is out of stock all strengthen your case. If the merchant offers a refund but hasn't processed it, include that email in your dispute.
Subscription or membership cancellations are disputes when you cancelled but were still charged. Provide the cancellation confirmation email, a screenshot of your account settings showing the subscription is inactive, or an email from customer service confirming the cancellation date. The card issuer will check whether the charge came before or after you cancelled.
What to do if the merchant disputes your dispute
If the merchant submits evidence that contradicts yours — for example, a signed receipt you don't remember or a delivery confirmation — the card issuer will weigh both sides. You may be asked to provide additional information or clarification. Respond promptly and honestly; if you have any further evidence, include it now.
If the card issuer sides with the merchant, the charge goes back on your account. You can ask the card issuer to review the decision one more time, but you must do so in writing and within a specific timeframe (usually 10 days). If you believe the merchant committed fraud or the card issuer made a clear error, you can also file a complaint with your state's attorney general or the Consumer Financial Protection Bureau.
How disputes affect your credit and account
Filing a dispute does not hurt your credit score. The temporary removal of the charge from your balance also does not count as a late payment or missed payment — your account remains in good standing while the investigation runs. You can continue using the card normally.
However, if you file many disputes in a short time, your card issuer may flag your account for review or close it. Card companies are required to investigate disputes, but they also watch for patterns of abuse. If you're disputing nearly every charge, the issuer may decide you're not a reliable customer and terminate your account.
Frequently Asked Questions
How long do I have to dispute a charge?
You have 60 days from the date the charge appeared on your statement to file a dispute with your card issuer. After 60 days, you lose the right to a formal chargeback. Mark your calendar when you receive your statement so you don't miss this important date.
Can I dispute a charge if I authorized it but changed my mind?
Not through a chargeback. If you bought something and then decided you didn't want it, that's a return or refund issue between you and the merchant, not a dispute. You can only dispute charges you didn't authorize, were charged incorrectly, or never received.
What if my card issuer decides against me?
The charge goes back on your account and you owe it. You can ask for a second review within 10 days, but the outcome is unlikely to change unless you have new evidence. You can also contact your state's attorney general or file a complaint with the Consumer Financial Protection Bureau if you believe the card issuer made an error.
Do I have to pay the disputed charge while the investigation is happening?
No. While your dispute is under investigation, the charge is temporarily removed from your balance. You don't owe it and won't be charged interest on it. If the card issuer decides against you, then you'll owe the full amount.
Can I dispute a charge on someone else's card?
Only if you're an authorized user on that account. If the card belongs to someone else and you're not listed as authorized, you'll need that person to file the dispute themselves. If the card was stolen, the cardholder should report it to the card issuer when ready rather than wait for a statement.