File a dispute directly through your Chase account

Chase lets you report unauthorized or incorrect charges through your online account, the Chase mobile app, or by phone. The fastest route is usually your account: log in, find the transaction you want to dispute, and select the option to report it. Chase will then ask you to describe what went wrong — whether the charge was unauthorized, the merchant charged you twice, the amount was wrong, or you never received what you ordered.

If you prefer to call, Chase's dispute team is available at the number on the back of your card. Have your card number, the transaction date, the merchant name, and the amount ready. The representative will walk you through the same questions the online form asks and create a case number for your records.

You do not need to return the item or contact the merchant first. Chase handles the investigation on your behalf, though they may ask you for receipts, emails, or other proof as the case moves forward.

Key Takeaways

  • Report a dispute through your Chase account online, the mobile app, or by calling the number on your card within 60 days of the charge appearing.
  • Chase will credit your account temporarily while they investigate, usually within two business days, even if the dispute is not yet resolved.
  • You will need to provide documentation — receipts, emails from the merchant, proof of return — to support your claim.
  • If Chase rules against you, they will explain why in writing and debit the temporary credit from your account.
  • Disputes over $25 or less are often resolved faster because Chase may not require a full investigation.

What counts as a valid dispute

Chase recognizes several categories of disputes. An unauthorized charge is one you did not make and did not allow someone else to make — a stolen card number, a fraudulent online purchase, or a merchant who charged you without permission. A billing error is when the amount charged differs from what you agreed to, the merchant charged you twice for one purchase, or the charge posted to your account twice.

A merchandise dispute covers situations where you ordered something but never received it, received it damaged or significantly different from what was described, or the merchant refused to cancel a recurring charge after you asked them to stop. If you returned an item and the merchant promised a refund but never sent it, that is also a valid dispute.

Disputes over the quality of a service or disagreements about whether a service was performed as promised are harder to win. If you paid for a haircut and disliked the result, or hired someone to fix your roof and think they did poor work, Chase will likely side with the merchant unless you can show they did not perform the service at all.

The timeline and temporary credit

You have 60 days from the date the charge appears on your statement to report it to Chase. After you file, Chase will typically credit your account temporarily within two business days — you get the money back while they investigate, even though the case is not closed.

The full investigation usually takes 30 to 90 days. During this time, Chase contacts the merchant, requests documentation, and reviews your evidence. The merchant has a chance to respond and provide their own proof. Once Chase reaches a decision, they will notify you in writing with the outcome and explain their reasoning.

If Chase rules in your favor, the temporary credit becomes permanent and you keep the money. If they rule against you, the credit is removed from your account and the charge stands. You will see this reversal on your next statement.

Documents Chase will ask for

The specific documents depend on the type of dispute. For an unauthorized charge, Chase may ask for a police report if the card was stolen, or proof that you reported the fraud to the merchant. For a billing error, gather your receipt or order confirmation showing the amount you agreed to pay, and any emails or messages from the merchant.

For a merchandise dispute, keep the original order confirmation, any shipping tracking information, photos of the item if it arrived damaged, and emails with the merchant about the problem. If you returned the item, save the return shipping receipt or tracking number. If the merchant promised a refund, screenshots of that promise or forwarded emails help your case.

Chase does not require you to submit everything at once. They will ask for specific documents as the investigation progresses. Respond within the timeframe they give you — usually 10 to 15 days — or your dispute may be closed without a full review.

What happens if the merchant contests your dispute

When you file a dispute, the merchant is notified and given a chance to respond. Many merchants will provide their own documentation — proof of delivery, a signed receipt, or evidence that you received the service. If the merchant's evidence is strong and contradicts yours, Chase may rule in their favor even if you filed first.

For example, if you claim you never received a package but the merchant provides a tracking number showing delivery to your address, Chase will likely side with the merchant. If you dispute a restaurant charge and the merchant shows a signed receipt with your name, that weighs heavily against an unauthorized claim.

This is why documentation matters: your evidence needs to be as clear as the merchant's. A photo of the damaged item, an email thread showing the merchant refused to refund you, or a shipping receipt proving you returned something all strengthen your position.

Disputes on recurring charges and subscriptions

If a merchant keeps charging you after you asked them to stop, report this to Chase as a billing error or unauthorized charge. Before you file a dispute, try to cancel the subscription directly through the merchant's website or by contacting their customer service — this creates a paper trail showing you attempted to stop it.

When you report the dispute to Chase, explain that you cancelled the subscription and provide dates and proof of your cancellation request. If the merchant continued charging after you cancelled, Chase will usually rule in your favor for the charges that came after your cancellation date. Charges before you cancelled may be harder to dispute depending on the merchant's terms.

Some merchants make cancellation deliberately difficult. If you cannot find a way to cancel online or by phone, send a written request to the merchant's customer service email or mailing address and keep a copy. This gives you proof to show Chase that you made a good-faith effort to stop the charges.

What to do if Chase denies your dispute

If Chase rules against you, you have the right to appeal. Chase will include instructions in their written decision. You typically have 10 days to submit additional evidence or a written explanation of why you believe Chase made an error. New documentation — an email you found, a receipt you located, or a response from the merchant — can change the outcome.

Focus your appeal on facts, not emotion. If Chase said they found proof of delivery but you have a photo showing the package was damaged, submit that photo with a clear explanation of why it supports your claim. If Chase accepted the merchant's word over yours, explain what is wrong with the merchant's evidence or what additional proof you have.

If Chase upholds their decision after your appeal, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) or your state's attorney general's office. These agencies do not overturn Chase's decision, but they investigate whether Chase followed the law and can take action if they find violations.

Disputes involving fraud or identity theft

If someone used your card number without permission, report it to Chase when ready — do not wait for the statement. Chase will cancel your card and issue a replacement. Unauthorized charges are treated as fraud, and you are protected by federal law: your liability is capped at $50, and most banks waive even that if you report the fraud before the charge posts.

For identity theft that goes beyond a single fraudulent charge — if someone opened accounts in your name or made multiple purchases — file a report with the Federal Trade Commission at IdentityTheft.gov. This creates an official record and gives you tools to dispute fraudulent accounts. You can also place a fraud alert on your credit report by contacting one of the three major credit bureaus (Equifax, Experian, or TransUnion).

Chase will work with you to find your account and investigate the fraud, but the FTC report and credit bureau alert are separate steps that protect you beyond just this one card.

Frequently Asked Questions

Can I dispute a charge after 60 days?

Chase's standard window is 60 days from when the charge appears on your statement. After that, they are not required to investigate. If you missed the important date, contact Chase anyway — some disputes can be filed outside the window if you have a good reason for the delay, such as not noticing the charge until later.

Do I have to pay the disputed amount while Chase investigates?

No. Chase will credit your account temporarily within two business days, so you do not owe that amount while the investigation is ongoing. If Chase later rules against you, the credit is removed and you will owe the charge.

What if the merchant is out of business?

Chase will still investigate, but they may not be able to contact the merchant for their side of the story. In these cases, your documentation becomes even more important. Provide everything you have — receipts, emails, proof of return — to show what happened.

Can I dispute a charge if I used my debit card instead of a credit card?

Chase debit cards have different protections than credit cards. Debit disputes are handled differently and have a shorter window in some cases. Call the number on the back of your debit card to report the issue, as the process differs from credit card disputes.

Will disputing a charge hurt my credit score?

No. Disputing a charge does not appear on your credit report and does not affect your credit score. The dispute is between you and Chase; it does not involve the credit bureaus.