How to dispute a credit card transaction
You can dispute a credit card transaction by contacting your card issuer's customer service line, usually found on the back of your card or your monthly statement. Tell them which transaction you're challenging and why — whether it's unauthorized, incorrectly charged, or the merchant never delivered what you paid for. Your issuer will then open a dispute case, investigate the charge with the merchant, and typically refund you temporarily while the investigation runs.
The process is governed by the Fair Credit Billing Act (FCBA), a federal law that protects you when disputing charges. Your card issuer must acknowledge your dispute within 30 days and complete the investigation within 60 days (or 90 days in some cases). You have up to 60 days from when the charge appeared on your statement to file a dispute, so speed matters if you spot something wrong.
Key Takeaways
- Contact your card issuer directly by phone, mail, or through your online account — do not dispute through the merchant first, as that delays the formal process.
- You have 60 days from the statement date to file a dispute; after that, the FCBA protections no longer explore.
- Your issuer must acknowledge the dispute within 30 days and investigate within 60 to 90 days, during which time you typically receive a temporary refund.
- Gather documentation before you call: your statement, receipts, emails with the merchant, and a clear explanation of why the charge is wrong.
- If the issuer rules against you, you can request the reasoning in writing and submit additional evidence, though the decision is usually final.
The three main reasons to dispute a charge
Unauthorized transactions are charges you did not make and did not authorize anyone else to make. This includes fraudulent use of your card number, a stolen card, or identity theft. When you report an unauthorized charge, your issuer will typically reverse it when ready and issue you a new card.
Billing errors are charges that appear on your statement incorrectly — the merchant charged you twice for one purchase, charged you the wrong amount, or charged you for something you returned. You need to show the discrepancy between what you agreed to pay and what actually posted to your account.
Merchant disputes cover situations where the merchant took your money but did not deliver the goods or services, delivered something damaged or significantly different from what was advertised, or promised a refund that never came. These are the most common disputes and often require documentation that you contacted the merchant first and they refused to resolve it.
Step-by-step process for filing a dispute
Step 1: Gather your documentation. Collect your statement showing the disputed charge, any receipts or order confirmations, emails or messages with the merchant, photos of damaged items, and a written summary of what went wrong. The more specific your evidence, the stronger your case.
Step 2: Contact your card issuer. Call the customer service number on the back of your card or log into your online account. Some issuers allow you to start a dispute through their website or mobile app; others require a phone call. Have your statement and the transaction details in front of you. Explain which charge you're disputing and provide a clear, factual reason — do not exaggerate or make assumptions about the merchant's intent.
Step 3: Request written confirmation. Ask the issuer to send you a written summary of the dispute, including the case number, the amount in question, and the important date for their investigation. Keep this for your records. Some issuers send this automatically; others only if you request it.
Step 4: Wait for the investigation. Your issuer will contact the merchant and request documentation of the transaction. The merchant has a set time (usually 10 to 14 days) to respond. During this period, you typically receive a provisional credit — the disputed amount is refunded to your account temporarily while the investigation continues.
Step 5: Respond to any issuer requests. If your issuer asks for additional information or documentation, provide it promptly. Delays on your end can extend the investigation timeline.
What happens during the investigation
Your card issuer acts as the intermediary between you and the merchant. They do not automatically take your side; they examine the evidence from both parties. The merchant may provide proof of delivery, a signed receipt, or evidence that you received the service. You may be asked to provide additional documentation, such as tracking information showing the package was never delivered, or correspondence with the merchant about the problem.
The investigation typically takes 60 days from the date you filed the dispute. If the issuer needs more time — for example, if the merchant is slow to respond — they can extend it to 90 days. You will be notified of the extension in writing.
If the issuer rules in your favor, the provisional credit becomes permanent and the charge is removed from your account. If they rule against you, the charge goes back on your statement and you lose the provisional credit. You have the right to request the issuer's reasoning in writing and to submit a rebuttal with new evidence, though the decision is rarely overturned.
Temporary refunds and your account during the dispute
Once you file a dispute, your issuer must credit your account with the disputed amount within two billing cycles (usually 30 days), as long as the charge is not obviously valid. This is called a provisional credit. You can spend this money or leave it in your account; it is yours to use while the investigation proceeds.
If the investigation finds in the merchant's favor, the provisional credit is reversed and the charge reappears on your next statement. You then owe that amount. If you have already spent the provisional credit, you will need to pay the balance when the charge is reinstated.
Your account status during the dispute does not affect your credit score. The charge is not reported as delinquent or disputed to the credit bureaus while the investigation is open.
When to dispute versus when to contact the merchant first
If you have not yet contacted the merchant about the problem, consider doing so first — but only if you believe the issue is a straightforward misunderstanding or a refund they are willing to process. Call or email the merchant, explain the problem clearly, and ask for a refund or correction. Keep copies of all communication.
If the merchant is unresponsive, refuses to help, or you believe the charge is fraudulent, file a dispute with your card issuer when ready. Do not wait for the merchant to respond. The FCBA protects you only if you file within 60 days of the statement date, and disputes take time to investigate.
For unauthorized or fraudulent charges, contact your issuer right away — do not contact the merchant at all. Your issuer will handle the investigation and may flag the merchant's account if fraud is widespread.
What to do if the dispute is ruled against you
If your issuer concludes the merchant's evidence is stronger than yours, they will notify you in writing and explain their reasoning. You have the right to request a written explanation of how they reached this decision and what evidence they relied on.
You can then submit a written rebuttal with new evidence or a detailed explanation of why you believe the issuer's decision was wrong. Send this to the issuer's dispute department within 10 days of receiving the ruling. However, the issuer is not required to reopen the case or change their decision based on a rebuttal.
If you believe the issuer made an error or violated the FCBA, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB does not overturn disputes, but it investigates whether the issuer followed the law.
Frequently Asked Questions
How long does a credit card dispute take?
Your issuer must acknowledge the dispute within 30 days and complete the investigation within 60 days. If they need more time, they can extend it to 90 days and must notify you in writing. Most disputes are resolved within 60 days, though some take longer if the merchant is slow to respond.
Can I dispute a charge after 60 days?
No. The FCBA requires you to file a dispute within 60 days of the statement date showing the charge. After 60 days, you lose the right to dispute under federal law. Some issuers may still investigate out of courtesy, but they are not required to.
Will disputing a charge hurt my credit score?
No. A dispute itself does not appear on your credit report or affect your score. The charge is not reported as delinquent while the investigation is open. If the dispute is ruled against you and the charge is reinstated, it could affect your score only if you then fail to pay it.
What if the merchant claims I received the item but I didn't?
Provide your issuer with tracking information showing the package was not delivered, or a photo of the delivery location if it was left outside. If the merchant used a signature-required service and you did not sign, that strengthens your case. If the merchant has a signature from someone at your address, the dispute becomes harder to win unless you can prove the signature is forged.
Can I dispute a charge I authorized but now regret?
No. Buyer's remorse is not a valid reason to dispute a charge under the FCBA. You can only dispute if the charge was unauthorized, incorrect, or the merchant failed to deliver. If you want to return an item, contact the merchant directly about their return policy.