How to dispute a charge on your Chase credit card
You can dispute a charge on a Chase credit card by calling the number on the back of your card, using the Chase mobile app, or logging into your online account. Chase will investigate the dispute and typically issue a temporary credit within two business days while they gather information from the merchant. The full investigation usually takes 30 to 60 days, and Chase will notify you of the outcome in writing.
The process differs depending on whether you're disputing an unauthorized charge (someone else used your card), a billing error (you were charged twice, charged the wrong amount, or charged for something you cancelled), or a merchant issue (you received damaged goods or the merchant didn't deliver). Each type follows the same reporting channel but may require different documentation.
Key Takeaways
- Report a disputed charge to Chase within 60 days of the transaction appearing on your statement, or you lose the right to dispute it.
- Chase will place a temporary credit in your account within two business days of your dispute report, even while the investigation continues.
- You can start a dispute through the mobile app, online account, or by calling the customer service number on your card — all three routes reach the same team.
- Gather receipts, correspondence with the merchant, and any proof of the problem before you report the dispute, because Chase will ask for it.
- If Chase rules against you, you have the right to submit additional evidence within 10 days of receiving their decision.
The 60-day window and why it matters
You must report a disputed charge within 60 days of the date it appears on your statement. This is a federal requirement under the Fair Credit Billing Act, and Chase cannot extend it. If you miss this important date, you lose the right to dispute the charge through the credit card system, though you may still have other options depending on the type of problem.
The 60-day clock starts when the statement is issued, not when you discover the problem. If a charge appears on your January statement, you have until the end of February to report it. Set a reminder when you notice something wrong rather than waiting to see if the merchant corrects it on their own.
Three ways to report a dispute to Chase
Through the Chase mobile app: Open the app, find the transaction in your recent activity, tap it, and select "Dispute this charge" or "Report a problem." You'll answer questions about the type of dispute and what happened. This route is fastest if you have photos of damaged goods or screenshots of cancelled orders to attach.
Through your online account: Log in at chase.com, go to your account, find the transaction, and look for a "Dispute" or "Report a problem" option. The process mirrors the app but may be easier on a larger screen if you're uploading documents.
By phone: Call the number on the back of your card and ask to report a disputed charge. You'll speak to a representative who will ask the same questions as the app or website. This route is useful if you want to explain the situation in detail or if you're unsure which type of dispute applies to your situation. Have your statement and the transaction details in front of you.
What Chase asks you to provide
When you report a dispute, Chase will ask you to describe what happened and choose a category: unauthorized use, billing error, or merchant problem. Be specific about the date, amount, and merchant name. If you're disputing an unauthorized charge, explain that you did not make the purchase and do not recognize the merchant. If it's a billing error, describe exactly what went wrong — charged twice, wrong amount, or charged after cancellation.
For merchant problems — damaged goods, items not received, or services not rendered — have documentation ready. This might include photos of damage, tracking information showing non-delivery, email correspondence with the merchant, or proof that you requested a refund and the merchant refused. Chase will ask for this evidence, and having it ready speeds up the investigation. You can upload documents through the app or website, or describe them over the phone and mail copies if requested.
What happens after you report the dispute
Chase will place a temporary credit in your account within two business days. This credit is provisional — it does not mean Chase has decided in your favor, only that they are investigating. Your available credit increases when ready, but the charge remains on your statement marked as disputed.
Chase then contacts the merchant and requests documentation of the transaction. The merchant has a set time to respond, usually 10 to 30 days depending on the type of dispute. During this period, Chase reviews both sides and may request additional information from you. You can check the status of your dispute through the app or online account.
The investigation typically concludes within 30 to 60 days. Chase will send you a written decision explaining whether the dispute was upheld or denied. If upheld, the temporary credit becomes permanent and the charge is removed. If denied, the temporary credit is reversed and the charge returns to your account.
Unauthorized charges versus billing errors
An unauthorized charge means someone else used your card without permission. This includes fraudulent use, a lost or stolen card, or compromised card information. Report this when ready, even if you're unsure how it happened. Chase will typically issue you a new card and reverse the unauthorized charges.
A billing error is a mistake by the merchant or the payment processor — you were charged twice for one purchase, charged the wrong amount, or charged after you cancelled. You authorized the transaction, but something went wrong in the execution. Billing errors are often resolved faster than unauthorized charges because there is less investigation needed.
A merchant problem — goods arrived damaged, items never arrived, or services were not delivered as promised — is different from a billing error. You authorized the charge, the merchant processed it correctly, but the product or service was defective or missing. These disputes take longer because Chase must determine whether the merchant's actions violated the card network rules.
What to do if Chase denies your dispute
If Chase rules that the dispute is not valid, you have 10 days from the date of their decision letter to submit additional evidence. This might include new documentation you found, correspondence with the merchant, or informed opinions about damaged goods. Send this evidence to the address provided in the decision letter.
If Chase still denies the dispute after reviewing new evidence, you have exhausted the credit card dispute process. At this point, you may pursue other options: small claims court if the amount is small, a chargeback through your bank if you used a debit card instead, or a complaint to your state's attorney general or the Consumer Financial Protection Bureau if you believe Chase handled the dispute unfairly.
Frequently Asked Questions
How long does a Chase dispute take?
Chase places a temporary credit within two business days, but the full investigation takes 30 to 60 days. The timeline depends on how quickly the merchant responds to Chase's inquiry and whether additional documentation is needed. You'll receive a written decision once the investigation concludes.
Can I dispute a charge if I authorized it but changed my mind?
No. Changing your mind about a purchase is not a valid reason for a dispute. You would need to contact the merchant directly and request a refund. A dispute is for unauthorized charges, billing errors, or merchant failures to deliver goods or services as promised.
What if the merchant says they already refunded me?
If the merchant issued a refund but it has not appeared in your account, report the dispute and mention the refund in your description. Chase will investigate whether the refund was processed correctly. Provide any confirmation number or email from the merchant showing the refund was issued.
Can I dispute a charge after I've already received a refund from the merchant?
You should not dispute a charge if you've already received a refund, because doing so could result in a double refund — you'd have both the merchant's refund and the disputed credit. If the merchant refunded you but the credit has not posted, wait a few business days. If it still has not appeared, contact the merchant before filing a dispute.
Does disputing a charge hurt my credit score?
No. Disputing a charge does not affect your credit score. The temporary credit is applied to your account, and the dispute process is between you, Chase, and the merchant. It does not appear on your credit report.