Contact Your Card Issuer Within 60 Days of the Charge

When you spot a charge you did not make or a merchant charged you twice, call the phone number on the back of your card. Do not call the merchant first — the card issuer is the one with the power to reverse the charge. You have up to 60 days from the date the charge appeared on your statement to report it, but calling sooner protects you better.

Have your card number, the date of the charge, the merchant name, and the amount ready when you call. The card issuer will ask you to describe what happened: whether you did not recognize the charge, the merchant overcharged you, the item never arrived, or something else. Be specific about what went wrong.

The card issuer will open a dispute case and assign it a reference number. Write this number down. The card issuer will also tell you whether they are issuing a temporary credit to your account while they investigate — many do this within two to three business days, though it is not may provide.

Key Takeaways

  • Call your card issuer (the number on your card) within 60 days of the charge appearing on your statement, not the merchant.
  • Have your card number, the charge date, merchant name, and amount ready, and explain clearly what went wrong.
  • The card issuer will assign a reference number and may issue a temporary credit while they investigate.
  • The investigation usually takes 30 to 90 days, and you will hear the outcome in writing.
  • If the merchant disputes the chargeback, you may need to send proof that you did not make the purchase or that the item never arrived.

What Happens During the Investigation

Once you report the dispute, the card issuer contacts the merchant and asks them to explain the charge. The merchant has a set window — usually 10 to 14 days — to respond with evidence that the charge was legitimate. This might be a signed receipt, a tracking number showing delivery, or a record that you authorized the charge.

You will not hear anything during this time unless the card issuer asks you for more information. If they do ask, respond quickly. Delays on your end can slow the investigation or result in the dispute being closed in the merchant's favor.

The full investigation typically takes 30 to 90 days. At the end, the card issuer will send you a written decision. If they rule in your favor, the temporary credit becomes permanent and the charge is removed. If they rule against you, the charge goes back on your account and you lose any temporary credit you received.

Gather Evidence Before You Call

The stronger your case, the faster the card issuer can resolve it. Before you call, collect anything that supports your version of what happened.

If the charge is fraudulent (you did not make it), gather any evidence that shows you were not the one who used the card — a police report if your card was stolen, a statement that you were out of the country, or proof that someone else had access to your card number.

If the merchant overcharged you or the item never arrived, find your order confirmation, any emails from the merchant, tracking information, or photos showing the item was damaged or not as described. If you returned an item and were never refunded, keep the return receipt or tracking number showing the merchant received it back.

If you authorized the charge but the merchant charged you the wrong amount, a screenshot of the price you agreed to or an email confirming the cost will help your case.

Disputes for Items That Never Arrived or Were Not as Described

If you ordered something online and it never came, or it arrived damaged or completely different from what was advertised, a dispute is the right move. The card issuer will ask the merchant to provide tracking information showing the item was delivered to your address, or to explain why it was not.

If the merchant shows proof of delivery, the card issuer may still rule in your favor if you can show the item was damaged when it arrived or that it was not what you ordered. Photos are powerful here — take clear pictures of the damage or the item itself if it does not match the description.

If the merchant cannot prove delivery and cannot explain the missing item, the card issuer will almost always reverse the charge. This is one of the strongest types of disputes.

What Happens if the Merchant Fights Back

Some merchants will dispute your dispute. They might claim they have proof you received the item, or that you authorized the charge and are now trying to get your money back without returning the item. When this happens, the card issuer will ask you for your response.

This is where your evidence matters most. If the merchant claims delivery but you never got the package, explain that and provide any proof — a statement from your building manager, a photo of your empty mailbox on that date, or a note from a neighbor. If the merchant claims you authorized a charge you did not recognize, explain that you did not make the purchase and do not recognize the merchant name.

The card issuer will weigh both sides and make a final decision. You cannot dispute the same charge twice, so make your case clear the first time.

Temporary Credits and What They Mean

Many card issuers issue a temporary credit within a few days of opening your dispute. This credit appears on your account and lowers your balance, but it is not final. The temporary credit is removed if the card issuer rules against you, and the charge goes back on your account.

Do not assume the temporary credit means you have won the dispute. It is a courtesy while the investigation happens, not a decision. Keep paying your other charges on time. If the dispute is resolved against you and the charge returns, you will owe it.

If you received a temporary credit and the card issuer later rules in your favor, the temporary credit becomes permanent and you keep the money.

Disputes for Recurring Charges You Cancelled

If you cancelled a subscription or membership and the merchant kept charging you, report it as a dispute. Explain that you cancelled on a specific date and provide proof if you have it — a cancellation confirmation email, a screenshot of your account settings showing the subscription is off, or a record of your cancellation request.

The merchant will likely claim they have no record of your cancellation or that you cancelled after the charge posted. If you have proof you cancelled before the charge date, the card issuer will usually rule in your favor. If the proof is unclear, the outcome depends on what the merchant can show.

For future subscriptions, keep cancellation confirmations in a folder. Many merchants make cancellation difficult on purpose, so having proof protects you.

Frequently Asked Questions

Do I have to pay the disputed charge while the investigation is happening?

No. If the card issuer issued a temporary credit, the charge is not on your balance and you do not owe it. If they did not issue a temporary credit, you still do not have to pay it while the dispute is open. However, continue paying all your other charges on time.

What if the merchant is a foreign company or an online marketplace I cannot identify?

Tell the card issuer exactly that. If you do not recognize the merchant name or cannot find their website, say so. The card issuer will still investigate, and the fact that you cannot identify the merchant actually strengthens your case that you did not make the purchase.

Can I dispute a charge after 60 days?

No. The 60-day window is a federal requirement under the Fair Credit Billing Act, and the card issuer cannot extend it. If you spot a charge more than 60 days after it appeared on your statement, you will need to contact the merchant directly and ask for a refund.

What if I authorized the charge but changed my mind about the purchase?

Changing your mind is not a valid reason for a dispute. The card issuer will ask the merchant whether you authorized the charge, and if you did, they will rule against you. Your only option is to contact the merchant and ask for a refund or return the item.

Will disputing a charge hurt my credit score?

No. Disputes do not appear on your credit report and do not affect your credit score. Only missed payments, late payments, and unpaid debts hurt your score.