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, logging into your Chase account online or through the mobile app, or visiting a Chase branch in person. Chase will investigate the dispute and typically issue a temporary credit to your account within two business days while the investigation continues. The full process usually takes 30 to 90 days, depending on the complexity of the case and whether the merchant responds to Chase's inquiry.
The fastest route is usually the Chase mobile app or website, where you can file a dispute in minutes without waiting on hold. You'll need to describe what happened — whether the charge was unauthorized, the merchant charged you twice, the item never arrived, or the item arrived damaged or not as described. Chase will ask you to provide any supporting documents you have, such as emails from the merchant, shipping confirmations, or photos of damaged goods.
Key Takeaways
- You can start a dispute through the Chase app, website, or by calling the number on your card, and Chase will usually credit your account temporarily within two business days.
- The investigation takes 30 to 90 days, and you may be asked to provide receipts, emails, shipping proof, or photos to support your claim.
- If the merchant responds and proves the charge was legitimate, Chase can take back the temporary credit even after you've received it.
- Disputes for unauthorized charges (fraud) and disputes for billing errors or merchandise issues follow slightly different timelines and documentation requirements.
Disputes for unauthorized charges versus billing errors
Chase handles unauthorized charges (fraud) and billing errors (wrong amount, duplicate charge, item not received) under different rules, though the process looks similar from your end. For unauthorized charges, you report that someone else made the purchase without your permission. Chase typically investigates these more quickly because they involve potential fraud, and your liability is limited to $50 under federal law — though Chase often waives even that.
For billing errors and merchandise disputes, you're saying the charge itself was authorized but something went wrong: the merchant charged you twice, charged the wrong amount, or sent you something damaged or different from what you ordered. These disputes take longer because Chase needs the merchant to respond and explain their side. If the merchant provides proof that you received the item as described, Chase will deny the dispute and you'll owe the charge.
What information Chase will ask for
When you file a dispute, Chase will ask you to describe the transaction in detail — the date, the merchant name, the amount, and exactly what happened. For unauthorized charges, explain how you discovered the charge and why you know you didn't make it. For merchandise disputes, be specific: if an item arrived damaged, describe the damage; if it didn't arrive, provide the tracking number showing it was never delivered to your address; if it wasn't as described, explain what you ordered versus what you received.
Gather any documents that support your version of events before you file. This includes order confirmations, emails from the merchant, shipping and delivery tracking, photos of damaged items, and any communication you had with the merchant trying to resolve the issue. If you tried to contact the merchant and they didn't respond, mention that. Chase will use these documents to push back on the merchant during the investigation.
The timeline from dispute to resolution
Once you file a dispute, Chase will usually issue a temporary credit within two business days. This credit is provisional — it doesn't mean you've won the dispute, only that Chase is investigating and will hold the money in your account while they work. You can use this credit when ready, but understand that if the merchant proves the charge was legitimate, Chase will remove the credit and you'll owe the amount again.
The investigation itself takes 30 to 90 days. Chase will contact the merchant and ask them to respond to your dispute. If the merchant doesn't respond within a certain timeframe (usually 10 days), Chase may rule in your favor by default. If the merchant does respond with proof — such as a signed receipt, delivery confirmation, or your own email authorizing the charge — Chase will review that evidence against what you've provided and make a final decision.
What happens if Chase denies your dispute
If Chase investigates and decides the charge was legitimate, they will remove the temporary credit from your account and you'll owe the full amount. This happens most often when the merchant provides proof that you received the item, authorized the charge, or that the charge was correct. You'll receive written notice of the decision explaining why Chase ruled against you.
If you disagree with Chase's decision, you have limited options. You cannot file another dispute for the same transaction. Your recourse is to contact the merchant directly and try to resolve the issue with them — request a refund, ask them to correct the charge, or work out a return. If the merchant refuses and you believe Chase made an error in their investigation, you can file a complaint with the Consumer Financial Protection Bureau (CFPB), though this won't reverse the dispute decision itself.
Disputes involving merchants outside the United States
Disputes with foreign merchants or international transactions follow the same process, but they often take longer because communication with the merchant is slower and currency conversion issues may complicate the investigation. If you're disputing a charge from a foreign merchant, be extra clear about what happened and provide all documentation you have, including any emails or messages in the merchant's language if possible.
Some foreign merchants are harder to reach than others, and some don't respond to Chase's inquiries at all. In those cases, Chase may rule in your favor by default. However, if the merchant does respond with proof of delivery or authorization, Chase will weigh that evidence the same way they would for a domestic transaction.
How to prevent disputes in the first place
The easiest way to handle a dispute is to avoid needing one. Before you make a purchase, especially online or with a merchant you haven't used before, check their return policy and contact information. Save your order confirmation and tracking numbers. If something arrives damaged or wrong, contact the merchant when ready and give them a chance to fix it — most will issue a refund or replacement without involving your credit card company.
For recurring charges (subscriptions, memberships, gym fees), review your Chase statement monthly and cancel anything you no longer use before you're charged again. If a merchant charges you twice by accident, call them first; they can often reverse the duplicate charge when ready. Disputes should be your last resort, not your first move, because even when you win, the process takes time and the temporary credit can be reversed.
Frequently Asked Questions
How long does a Chase dispute take?
Chase issues a temporary credit within two business days, but the full investigation takes 30 to 90 days. The timeline depends on how quickly the merchant responds to Chase's inquiry and how complex the case is. You'll receive written notice of the final decision once the investigation closes.
Can I dispute a charge if I authorized it but changed my mind?
No. If you authorized the purchase, you cannot dispute it as unauthorized. Your only option is to contact the merchant and request a refund or return. You can dispute a charge if the merchant charged you a different amount than what you agreed to, or if you ordered something and it never arrived or arrived damaged.
What if the merchant goes out of business during my dispute?
If the merchant closes or stops responding, Chase may rule in your favor because the merchant cannot provide proof of the transaction. However, this doesn't may provide a win — Chase will still review any evidence they have on file. If you have proof the merchant is defunct, include that in your dispute documentation.
Will disputing a charge hurt my credit score?
No. Filing a dispute does not appear on your credit report and does not affect your credit score. Your credit score is based on payment history, credit utilization, and other factors — disputing a charge has no impact on any of those.
Can I dispute a charge after the temporary credit is removed?
No. Once Chase issues a final decision denying your dispute, you cannot file another dispute for the same transaction. If you believe Chase made an error, you can contact Chase customer service to ask them to review the decision, but you cannot reopen the dispute itself.