How to Dispute a Charge on Your Credit Card

Credit card disputes (chargebacks) are one of the most powerful consumer protections available. If you were charged for something incorrectly, you have the right to dispute it — and card issuers take it seriously.

Valid Reasons to Dispute a Charge

• Unauthorised charge: you didn't make the purchase (fraud)
• Item not received: you paid but the goods or service never arrived
• Item significantly different from description: what arrived was materially different from what was advertised
• Duplicate charge: charged twice for the same transaction
• Incorrect amount: charged more than the agreed price
• Merchant refused a valid return: you returned goods within the policy and the refund never came

Step 1: Try the Merchant First

Before disputing, contact the merchant directly. Many issues resolve faster this way and keeps a cleaner dispute process.

Keep a record of your contact — screenshot the conversation, note the date and who you spoke to. This documentation helps if you need to escalate.

Give them 5–7 business days to respond or resolve it.

Step 2: Gather Your Evidence

Before calling your card issuer, collect:

• Order confirmation or receipt
• Any communication with the merchant
• Screenshots of the item description vs. what arrived
• Delivery tracking showing non-delivery (or a screenshot showing no tracking updates)
• Photos if the item was damaged or wrong

The more specific your evidence, the stronger your case.

Step 3: File the Dispute

Contact your credit card issuer:

Online: Most issuers have a dispute option in their app or online portal. Find the transaction and look for "Dispute" or "Report a problem."

By phone: Call the number on the back of your card. Say clearly: "I'd like to dispute a charge."

In writing: Some issuers require a written dispute for certain claims — they'll tell you.

You typically have 60 days from the statement date to file a dispute, though some issuers allow longer. Don't wait.

What Happens Next

1. The issuer opens an investigation (usually 30–60 days)
2. They contact the merchant and request evidence on their side
3. A provisional credit is often applied to your account while the investigation is open
4. The issuer makes a ruling based on both sides' evidence

Tips for Winning a Dispute

• Be factual and concise — state what happened, when, and what you want
• Keep all documentation — take screenshots of everything
• Don't exaggerate — stick to what's provable
• Follow up if you don't hear anything after 2 weeks

What If You Lose?

You can request a second review ("re-presentment") with additional evidence. If that fails and you believe the ruling was wrong, you can escalate to the Consumer Financial Protection Bureau (CFPB) in the US, or the Financial Ombudsman Service in the UK.

Debit Cards vs. Credit Cards

Credit cards have much stronger dispute protections than debit cards under UK and US consumer law. For significant purchases or anything online, using a credit card (paid off monthly) gives you this protection. It's one of the most practical reasons to use credit cards responsibly.