What you can do about a charge you didn't make or didn't want

If you see a charge on your credit card statement that you don't recognize or that you want to reverse, you have options — but the path depends on whether the merchant will work with you first. Start by contacting the merchant directly to ask them to cancel the charge or issue a refund. If they won't, or if you don't recognize the charge at all, you can file a dispute with your credit card company, which will investigate and may reverse the charge while they look into it.

The key difference: a refund from the merchant is faster and simpler. A dispute with your card company takes longer but protects you if the merchant ignores you or if the charge was fraudulent. You don't have to choose one or the other — you can try the merchant first, then dispute if that doesn't work.

Key Takeaways

  • Contact the merchant first and ask for a refund or cancellation in writing — email or the merchant's website contact form creates a record.
  • If the merchant won't refund you or doesn't respond within a few days, file a dispute with your credit card company through your online account or by calling the number on the back of your card.
  • During a dispute, your card company may credit the amount back to your account while they investigate, though this varies by card issuer.
  • Keep all records: the original charge, your communications with the merchant, and your dispute confirmation number from the card company.
  • Disputes have time limits — most card companies require you to report unauthorized charges within 60 days of the statement date.

Contacting the merchant to cancel or refund a charge

Before you involve your credit card company, try to resolve it directly with the business that charged you. Look at your statement for the merchant's name and find their customer service contact information on their website or receipt. Call, email, or use their online chat — whichever is fastest for you.

Explain what happened: you were charged but didn't receive the service or product, or you changed your mind and want to cancel. Be specific about the date and amount. If the merchant agrees to refund you, ask them to confirm in writing — an email confirmation or order cancellation page is enough. Most refunds take three to five business days to appear on your statement, though some merchants take longer.

If the merchant says no, or if you don't hear back within a few days, move to the dispute step. Don't wait weeks hoping they'll change their mind — the sooner you file a dispute, the sooner your card company can investigate.

Filing a dispute with your credit card company

A dispute is a formal request asking your card company to investigate a charge and reverse it if they find it was unauthorized or fraudulent. You can start a dispute through your online account, your card company's mobile app, or by calling the number on the back of your card.

When you file, you'll describe what happened: the charge was unauthorized, the merchant didn't deliver what you paid for, the amount was wrong, or you cancelled the service but were still charged. Your card company will assign you a dispute case number — write this down. They'll contact the merchant and ask them to prove the charge was valid. This process usually takes 30 to 90 days, depending on your card company.

While the dispute is open, many card companies will credit the disputed amount back to your account temporarily, so you're not out the money while they investigate. This is not may provide — check your card company's dispute policy — but it's common. If the investigation finds in your favor, the credit becomes permanent and the merchant loses the money. If the merchant proves the charge was valid, the credit is removed and you owe the amount again.

What counts as a valid reason to dispute a charge

Your card company will investigate disputes in these categories: you didn't make the purchase at all (unauthorized charge or fraud), the merchant charged you twice for the same thing, the amount was different from what you agreed to, you cancelled a subscription or service but were still charged, or the merchant never delivered what you paid for.

Disputes are harder to win if you made the purchase yourself but now regret it, or if you simply changed your mind. Your card company may still investigate, but the merchant can defend the charge by showing your order confirmation or a record of your purchase. If you ordered something online and it arrived damaged or not as described, you may have better luck asking the merchant for a refund first — many will replace or refund damaged items without involving the card company.

Unauthorized charges and fraud

If someone else used your card number without permission, report it to your card company right away. Call the number on the back of your card or log into your account and report the fraud. Your card company will cancel your current card and issue a new one, usually within a few business days.

Federal law limits your liability for unauthorized charges: if you report the fraud before the card is used, you owe nothing. If you report it after unauthorized charges appear, you're responsible for up to $50 per card, though most card companies waive this fee. The sooner you report it, the better. If you see charges you don't recognize, don't assume they'll go away — report them immediately.

Keeping records and following up

Save everything related to the charge and the dispute: screenshots of the charge on your statement, emails from the merchant, your dispute confirmation number, and any letters from your card company. If the dispute is resolved in your favor, keep the confirmation for your records. If it's resolved against you and you disagree, you can ask your card company to review the decision, though this is rare.

Check your statement after the dispute closes to confirm the outcome. If you were credited and the credit disappeared, contact your card company immediately — sometimes credits are removed by mistake. If the dispute was denied and you still believe the charge was wrong, ask the card company what evidence the merchant provided and whether you can submit additional proof.

Time limits and deadlines

Most card companies require you to report a charge within 60 days of the statement date on which it appeared. This is a hard deadline — if you wait longer, you lose the right to dispute it. Mark your calendar when you receive your statement, or set a phone reminder if you see a suspicious charge online.

Some card companies allow disputes up to 120 days, but 60 days is the legal minimum. Don't assume you have time — report it as soon as you notice it. The dispute process itself takes 30 to 90 days, so reporting early gives you the best chance of resolution before the deadline passes.

Frequently Asked Questions

Can I dispute a charge if I authorized it but the merchant didn't deliver?

Yes. If you paid for something that never arrived or a service that was never provided, that's a valid dispute reason. Try asking the merchant for a refund first — they may issue one without involving your card company. If they don't respond or refuse, file a dispute and explain that the product or service was not delivered.

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. Your card company investigates disputes as part of their normal process. The only way a dispute could indirectly affect your credit is if you miss a payment while waiting for the outcome, so keep making your regular payments during the dispute.

What happens if the merchant goes out of business before my dispute is resolved?

Your card company will still investigate, but if the merchant is no longer in business, they won't be able to respond or refund the charge. In this case, your card company is more likely to side with you and issue a credit. Keep any proof that the business closed — a news article or their website showing they're no longer operating helps.

How long does it take to get my money back after I win a dispute?

If your card company credited the amount to your account while investigating, you already have the money. If they didn't, the credit usually appears within one to three business days after the dispute is resolved in your favor. Check your statement to confirm the credit posted. If it doesn't appear within a week, call your card company to ask about the delay.

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

Yes, but debit card disputes have different protections and timelines. Report unauthorized debit card charges within 60 days, just like credit cards. However, debit card disputes may take longer to resolve and your liability limits may be different. Contact your bank immediately if you see an unauthorized debit card charge.