How to dispute a charge on your Chase credit card
You can dispute a charge on your Chase card by calling the number on the back of your card, using the Chase mobile app, or logging into your online account. Chase gives you 60 days from the date the charge appeared on your statement to start a dispute. When you contact them, have your card number, the transaction date, and the merchant name ready. Chase will ask you to describe what went wrong — whether the charge was unauthorized, the merchant charged you twice, or you received damaged goods.
The dispute process itself takes time. Chase will investigate your claim, which usually means contacting the merchant for their records. During this period, the charge stays on your account, but Chase may issue a temporary credit while they look into it. The full investigation typically takes 30 to 90 days. At the end, Chase will either reverse the charge, return it to the merchant, or tell you they found the charge was valid and you owe it.
Key Takeaways
- You have 60 days from the statement date to start a dispute, so report problems as soon as you notice them.
- Chase accepts disputes through the phone, mobile app, or online account — choose whichever is fastest for you.
- Have your card number, transaction date, and merchant name ready before you call, and explain clearly whether the charge was unauthorized, duplicate, or for goods you didn't receive.
- The investigation takes 30 to 90 days, and you may receive a temporary credit while Chase contacts the merchant.
- If Chase rules against you, you can ask them to review their decision, but the merchant's records usually determine the outcome.
When you can dispute a charge
You can dispute a charge if it was unauthorized — meaning someone else used your card without permission. You can also dispute it if the merchant made a mistake, such as charging you twice for one purchase, charging you for an amount different from what you agreed to, or charging you after you cancelled an order.
You can dispute a charge if you received damaged or defective goods, or if the merchant never sent what you paid for. You cannot dispute a charge straightforward because you changed your mind about a purchase or because you are unhappy with the quality of a service you received as promised. Those situations are between you and the merchant, not Chase.
The 60-day window starts from the date the charge appears on your statement, not the date you made the purchase. If you notice a problem on an old statement, you still have time to dispute it as long as it has been fewer than 60 days since it posted to your account.
How to start a dispute by phone, app, or online
The fastest way to start a dispute is often by phone. Call the number on the back of your Chase card and tell the representative you want to dispute a transaction. They will pull up the charge, ask you to describe the problem, and open a dispute case on the spot. You will receive a case number and a timeline for when Chase will contact you with an update.
If you prefer not to call, log into your Chase online account or open the Chase mobile app. Look for the transaction in your recent activity, select it, and choose "Report as Disputed" or "Dispute This Transaction" — the exact wording varies by account type. Follow the prompts to describe the problem. Chase will send you a confirmation email with your case number.
Whichever method you use, be specific about what went wrong. Instead of writing "wrong amount," write "I was charged $89.99 but my receipt shows $59.99." Instead of "never received," write "ordered on March 15, tracking shows delivered March 18, but package was not in my mailbox." The more detail you provide, the easier it is for Chase to investigate.
What happens during the investigation
Once you file a dispute, Chase assigns it to an investigator who contacts the merchant for their version of the transaction. The merchant provides their records — receipts, delivery confirmations, communications with you, or proof that the charge was authorized. Chase reviews both sides and decides whether the charge was valid.
During the investigation, the charge usually stays on your account and counts toward your balance. However, Chase may issue a provisional credit — a temporary reversal — while they investigate. This credit appears in your account within a few days and gives you access to the money, but it is not final. If Chase later rules that the charge was valid, they will remove the provisional credit and you will owe the amount again.
Chase will contact you by mail or email when the investigation is complete. They will tell you whether they upheld your dispute, reversed the charge, or found the charge was valid. If they reversed it, the merchant loses the money and may contact you about it. If they found it was valid, the charge stays and you owe it.
What to do if Chase rules against you
If Chase decides the charge was valid and you disagree, you can ask them to review their decision. Call the number on the back of your card and explain why you believe their ruling was wrong. Provide any new evidence you have — a written response from the merchant, additional documentation, or communication that supports your side.
Chase will conduct a second review, but the outcome often depends on what the merchant provided. If the merchant has a delivery confirmation, a signed receipt, or proof that you authorized the charge, Chase will likely uphold their original decision. If you believe the merchant committed fraud or if you have evidence they are lying, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov, though this does not reverse the charge on your card.
Disputes for unauthorized charges and fraud
If someone used your card without permission, tell Chase when ready. Unauthorized charges are treated differently from merchant disputes. Chase has stronger protections for fraud — you are typically not liable for unauthorized charges, and Chase reverses them more readily because they are investigating a potential crime, not a disagreement between you and a merchant.
When you report an unauthorized charge, Chase will ask whether you recognize the merchant name and whether you gave anyone permission to use your card. They may also ask where you were when the charge occurred and whether your card was lost or stolen. Answer honestly — this information helps them determine whether the charge was truly unauthorized or whether it was made by someone you know.
After you report fraud, Chase will cancel your current card and send you a replacement. They will also monitor your account for other unauthorized charges. If you see more fraudulent activity, report each one separately, even if they are from the same merchant.
Disputes for online and mail orders
If you ordered something online or by mail and it never arrived, the dispute process depends on what the merchant's records show. If the merchant has a tracking number showing the package was delivered, Chase will likely rule the charge was valid — the merchant fulfilled their part of the agreement. In this case, you may need to file a separate claim with the shipping company or contact the merchant about a missing package.
If the merchant has no delivery confirmation and cannot prove the item was sent, Chase is more likely to reverse the charge. Keep your order confirmation email and any tracking information you received. If you have to dispute the charge, provide these documents to Chase so they can see what the merchant promised and what actually happened.
For items that arrived damaged or defective, contact the merchant first and ask for a refund or replacement. Most merchants will handle this without involving Chase. If the merchant refuses to help, then file a dispute with Chase and explain that you received damaged goods and the merchant would not refund you.
Frequently Asked Questions
What if I already paid the merchant to fix the problem?
Tell Chase about the payment when you file the dispute. If you paid the merchant directly to resolve the issue, Chase may close the dispute as resolved. However, if the merchant took your money and never fixed the problem, you can still dispute the original charge and mention the failed resolution attempt.
Can I dispute a charge after 60 days?
No, Chase's 60-day window is firm. The clock starts from the date the charge appears on your statement, not the date you made the purchase. If you miss the important date, you will need to work directly with the merchant to resolve the issue.
Will disputing a charge hurt my credit score?
Filing a dispute does not directly hurt your credit score. However, if Chase rules against you and the charge remains on your account unpaid, that unpaid balance could eventually affect your score if it goes to collections.
What if the merchant goes out of business before Chase investigates?
Chase will still investigate, but if the merchant is no longer in business, they cannot respond to Chase's inquiry. In this case, Chase is more likely to reverse the charge in your favor because the merchant cannot provide evidence that the charge was valid.
Can I dispute a charge if I used my debit card instead of a credit card?
Chase debit cards have different dispute protections than credit cards. Debit card disputes follow different rules and timelines. Call the number on the back of your debit card to start a dispute, and ask about the specific protections that explore to your account.