How to dispute a charge on your Chase card
You can dispute a charge on a Chase credit card by contacting Chase directly through your online account, by phone, or by mail. Chase calls this process a chargeback or dispute claim. You have up to 60 days from the date the charge appeared on your statement to start the process. Chase will then investigate whether the charge was unauthorized, fraudulent, or processed incorrectly — and may refund you while the investigation is underway.
The fastest route is usually your online Chase account. Log in, find the transaction, and select the option to dispute it. Chase will ask you to choose a reason — unauthorized charge, fraudulent activity, billing error, or merchant issue — and describe what happened. You can also call the number on the back of your card or write to the address Chase provides for disputes.
Key Takeaways
- You have 60 days from the statement date to report a disputed charge to Chase, not 60 days from the transaction date.
- Chase may issue a temporary refund while investigating, but you may have to return it if the merchant wins the dispute.
- Unauthorized charges and billing errors are the strongest reasons to dispute; merchant disagreements are harder to win.
- Keep all evidence — emails, receipts, correspondence with the merchant, and proof you tried to resolve it directly — before you file the dispute.
When you have 60 days to dispute
The 60-day window starts from the date the charge appears on your statement, not the date you made the purchase. If a charge posts on March 15, you have until May 14 to report it. This matters because some transactions take weeks to show up — a hotel hold, a rental car charge, or an online purchase from overseas may not appear when ready.
If you miss the 60-day important date, Chase will not open a dispute. You can still contact the merchant directly to ask for a refund, but you lose the chargeback protection that comes with your card. Check your statements regularly so you catch unauthorized or incorrect charges before the window closes.
Three ways to start a dispute with Chase
Online through your Chase account: Log in to Chase.com or the Chase mobile app, go to your transaction history, find the charge, and look for an option like "Dispute this transaction" or "Report a problem." Chase will walk you through selecting a reason and describing what happened. This method is fastest and creates a record you can reference later.
By phone: Call the number on the back of your Chase card. A representative will ask you to describe the charge and the reason for the dispute. They will open a case and give you a reference number. Write this number down — you will need it if you have to follow up.
By mail: Write to the address Chase provides for disputes (usually found on your statement or their website). Include your name, account number, the transaction date and amount, and a clear explanation of why you are disputing it. Send it certified mail so you have proof Chase received it. This method is slowest and should be your last resort.
What counts as a valid reason to dispute
Unauthorized charge: Someone used your card without your permission. This includes identity theft, a stolen card, or a compromised card number. Chase will usually refund you quickly for unauthorized charges because federal law protects you.
Fraudulent charge: The merchant charged you but never delivered the goods or services, or delivered something completely different from what you ordered. This also includes charges from a merchant you never heard of or do not recognize.
Billing error: The merchant charged you twice for the same purchase, charged you the wrong amount, or charged you for something you returned. You need documentation — a receipt showing the correct price, proof of return, or a confirmation email — to win this type of dispute.
Merchant issue: You received the item or service but it was damaged, defective, or not as described. This is the hardest type of dispute to win because Chase will ask whether you tried to resolve it with the merchant first. If you did not contact the merchant, Chase may deny your dispute and tell you to handle it directly with them.
What happens after you file a dispute
Chase will assign your dispute a case number and send you a confirmation. They will then contact the merchant and ask them to respond within a set timeframe — usually 7 to 10 days. The merchant can accept the chargeback, provide evidence that the charge was valid, or dispute your version of events.
While Chase investigates, they may issue you a temporary refund — called a provisional credit — within 5 to 10 business days. This is not a final decision. If the merchant provides strong evidence that the charge was legitimate, Chase will take the refund back and you will owe the amount again. The full investigation usually takes 30 to 60 days.
Chase will notify you of the outcome by mail or through your online account. If you win, the refund becomes permanent. If you lose, the charge stays on your account and the temporary refund is reversed.
How to strengthen your dispute before filing
Gather evidence before you contact Chase. Save emails from the merchant, order confirmations, receipts, tracking numbers, and any correspondence where you asked for a refund or complained about the charge. If you tried to resolve it with the merchant and they refused or ignored you, that strengthens your case.
For unauthorized charges, check whether your card was physically present when the charge was made. If you were out of the country or the charge happened while your card was in your wallet, that helps prove you did not authorize it. For fraudulent charges, look for signs the merchant is not legitimate — a website that looks hastily made, no physical address, no customer service contact, or reviews warning about scams.
For billing errors, keep the original receipt or invoice showing what you were supposed to be charged. For merchant issues, take photos of damaged items or document the defect in writing. The more specific your evidence, the more likely Chase will rule in your favor.
What happens if the merchant disputes your dispute
The merchant can respond to your chargeback with their own evidence — a signed receipt, a delivery confirmation, a customer service record showing you contacted them, or a policy explaining their refund terms. If their evidence is strong, Chase may side with them even if you filed the dispute first.
This is why contacting the merchant directly before filing a dispute can help. If you can resolve it with them — getting a refund, a replacement, or a credit — you avoid the chargeback process entirely. If the merchant refuses to help and you have documented that refusal, you have a much stronger case when you dispute with Chase.
If Chase rules against you, you can ask them to reconsider if you have new evidence. You cannot file the same dispute twice, but you can provide additional documentation that changes the outcome.
Frequently Asked Questions
Can I dispute a charge if I authorized it but changed my mind?
No. If you knowingly made the purchase, Chase will not overturn it just because you changed your mind. You would need to contact the merchant directly and ask for a refund under their return policy. Disputes are for unauthorized, fraudulent, or incorrectly processed charges — not buyer's remorse.
What if the merchant is out of business?
You can still file a dispute. Chase will attempt to contact the merchant, and if they cannot reach them, that works in your favor. Merchants that have closed or abandoned their business often cannot respond to chargebacks, which increases your chances of winning.
How long does a dispute investigation take?
Chase typically completes the investigation within 30 to 60 days. You may receive a provisional refund within 5 to 10 days while they investigate, but the final decision takes longer. The merchant has time to respond, and Chase has to review all the evidence before making a ruling.
Will disputing a charge hurt my credit score?
No. Filing a dispute does not affect your credit score. A chargeback is a transaction dispute, not a missed payment or delinquency. Your credit report will not show that you filed a dispute.
Can I dispute a charge after I get a provisional refund?
Yes. A provisional refund is temporary. If the merchant provides evidence that the charge was valid, Chase will reverse the provisional refund and you will owe the amount again. The dispute remains open until Chase makes a final decision.