What you can do depends on whether the charge went through
If you see a charge on your credit card statement that you don't recognize or didn't authorize, your options split into two paths: stopping a charge before it posts to your account, or disputing it after it appears on your bill.
A charge that hasn't posted yet can sometimes be stopped by contacting the merchant directly or by asking your card issuer to block it. Once the charge appears on your statement, you move into the dispute process, which is more formal and takes longer but gives you stronger legal protections.
The speed of your action matters because some merchants process charges in batches at the end of the day, and once a charge posts, reversing it requires a documented dispute rather than a straightforward phone call.
Key Takeaways
- Contact the merchant first if you recognize the company but dispute the charge — they can often reverse it within hours without involving your card issuer.
- Call your card issuer's customer service number on the back of your card to report an unauthorized charge or to ask them to block a pending charge.
- For charges that have already posted, file a formal dispute (called a chargeback) with your card issuer, which requires written documentation and takes 30 to 90 days.
- Your card issuer must acknowledge your dispute within 30 days and investigate within 60 days, and you are not responsible for the disputed amount while the investigation is open.
- Keep records of all communication — emails, confirmation numbers, dates, and names of representatives you spoke with — because the card issuer will ask for them.
Stopping a charge before it posts to your account
If you notice a charge within hours of making a purchase and realize it was a mistake, contact the merchant's customer service line directly. Have your order number or transaction confirmation ready. Many merchants can cancel or reverse a charge on the same day it was placed, before it even reaches your card issuer's system.
If you don't recognize the merchant or can't reach them, call the customer service number on the back of your credit card. Tell the representative you want to report a pending charge and ask whether they can block it before it posts. Some card issuers can place a temporary hold on a charge, though this is not may provide — it depends on the merchant's processing system and how far along the transaction is.
Write down the date, time, and name of the representative you spoke with, along with any confirmation number they give you. Ask them to send you a written summary of the conversation by email.
Disputing a charge that has already posted
Once a charge appears on your credit card statement, you enter the formal dispute process. This is called filing a chargeback, and it is a legal process governed by your card network (Visa, Mastercard, American Express, or Discover) and federal law.
Call the customer service number on the back of your card and tell the representative you want to dispute a charge. They will ask you to describe what happened — whether the charge was unauthorized, the merchant didn't deliver what you paid for, or you were charged twice for the same item. Be specific about dates and amounts.
The card issuer will send you a dispute form to complete and return. This form asks for details about the transaction, what you tried to do to resolve it with the merchant, and what outcome you are seeking. You may need to provide documentation like emails from the merchant, your order confirmation, or proof that you returned an item.
What happens during a chargeback investigation
Once you file a dispute, your card issuer has up to 60 days to investigate. During this time, the disputed amount is removed from what you owe — you are not required to pay it while the investigation is open. Your card issuer will contact the merchant's bank and ask them to provide evidence that the charge was legitimate.
The merchant has a chance to respond with documentation: a signed receipt, proof of delivery, or evidence that you authorized the charge. If the merchant doesn't respond or their evidence is weak, the chargeback is resolved in your favor and the charge is permanently reversed.
If the merchant provides strong evidence that the charge was valid, the chargeback may be denied and you will owe the amount again. This is why documentation on your end matters — if you can show you returned an item or that the merchant never delivered, include that proof with your dispute form.
Unauthorized charges and fraud
If someone else used your card number without permission, the process is the same but your card issuer takes it more seriously. Report the unauthorized charge as soon as you notice it. Under federal law, you are not liable for unauthorized charges if you report them promptly — typically within 60 days of the statement date.
Your card issuer will likely cancel your current card and issue a replacement with a new number. Ask them to confirm in writing that the charge has been reported as unauthorized and that you are not responsible for it. Keep this confirmation in your records.
If multiple charges are unauthorized, ask your card issuer whether they suspect fraud on your account. They may place a fraud alert on your credit file or recommend that you check your credit report for accounts you didn't open.
Charges you authorized but want to reverse
If you authorized the charge but now regret the purchase or changed your mind, the dispute process is harder. Card networks distinguish between unauthorized charges (which you didn't approve) and authorized charges you later dispute (which you did approve but now contest).
Your best option is to contact the merchant and ask for a refund. Many merchants have return or cancellation policies that allow you to reverse the charge directly. If the merchant refuses and you believe they violated their stated policy, you can still file a chargeback, but your card issuer will ask the merchant for proof that you authorized the charge — which they will have.
Chargebacks for authorized purchases you regret are less likely to be resolved in your favor, so exhaust the merchant refund route first.
Recurring charges and subscription cancellations
If you are being charged for a subscription or membership you no longer want, contact the company and ask them to cancel. Many subscriptions require you to log into your account and cancel through their website rather than by phone. Look for a "Manage Subscription" or "Billing" section in your account settings.
If the company continues to charge you after you have requested cancellation, document your cancellation request — take a screenshot of the confirmation page or save any cancellation email they send. Then file a dispute with your card issuer and include this documentation. Merchants are required to stop charging once you have canceled, and continuing to charge after cancellation is a violation they take seriously.
Frequently Asked Questions
How long does a chargeback take?
Your card issuer has up to 60 days to investigate, though many resolve disputes faster. You will not owe the disputed amount during this time. Once resolved, the outcome is final — if the chargeback is denied, you owe the charge again, and if it is approved, the charge is permanently reversed.
Will disputing a charge hurt my credit score?
Filing a dispute does not directly affect your credit score. However, if the chargeback is denied and you don't pay the charge, the card issuer may report it as a late payment or send it to collections, which will hurt your score. Pay any charges that are resolved against you.
Can I dispute a charge more than once?
You can file one dispute per charge. If your first dispute is denied, you cannot file another dispute for the same transaction. However, if new evidence comes to light, some card issuers will reopen a case — contact them to ask.
What if the merchant is out of business?
File a chargeback anyway. Your card issuer will attempt to contact the merchant's bank, and if the merchant is no longer operating, the chargeback is more likely to be approved in your favor because the merchant cannot provide a defense.
Do I have to pay the charge while I dispute it?
No. Once you file a dispute, the amount is removed from your balance and you are not required to pay it while the investigation is open. If the chargeback is denied, the charge will be added back and you will owe it.