How to start a dispute with Chase
Contact Chase within 60 days of the charge appearing on your statement. Call the number on the back of your card, or log into your Chase account online and use the dispute tool in the transaction details. Chase will ask you to describe what happened — whether the charge is unauthorized, the merchant charged you twice, the amount is wrong, or you never received what you paid for.
You do not need to have all the details perfect before you call. Chase will walk you through what they need. Have your statement handy so you can point to the exact transaction, and know the date the charge posted.
If you opened a dispute online, Chase will send you a confirmation number by email. Write this down. You will use it to check the status of your dispute later.
Key Takeaways
- You have 60 days from the statement date to report a disputed charge to Chase, either by phone or through your online account.
- Chase will credit the amount back to your account temporarily while they investigate, usually within two to three business days.
- The merchant has 10 business days to respond to Chase's inquiry, though the full investigation can take up to 90 days.
- Keep copies of all emails, receipts, and correspondence with both Chase and the merchant — Chase will ask for evidence to support your dispute.
- If Chase rules against you, you can request a second review, but the decision is usually final after that.
What happens after you report the dispute
Chase will place a temporary credit on your account within two to three business days. This is not the final decision — it is a hold while Chase investigates. The charge will be removed from what you owe, but the case stays open.
Chase then contacts the merchant and asks them to respond. The merchant has 10 business days to provide evidence that the charge was legitimate. This might be a signed receipt, a delivery confirmation, or a record of the service you received.
The full investigation takes up to 90 days from the date you report the dispute. Chase will notify you by mail when they reach a decision. If they rule in your favor, the temporary credit becomes permanent. If they rule against you, the charge goes back on your account.
Documents and information Chase will ask for
Gather these before you call or file your dispute online. The more evidence you have, the faster Chase can move:
- Your statement showing the disputed charge, with the date and amount.
- Any receipt or confirmation email from the merchant, or proof you did not receive one.
- Proof of delivery if you ordered something online — a tracking number or carrier confirmation that the package never arrived.
- Correspondence with the merchant if you already tried to resolve it with them directly.
- A police report number if the charge is fraudulent and you have reported it to law enforcement.
- Your own records showing you cancelled a subscription or returned an item, if that is the reason for the dispute.
You do not need all of these for every dispute. If you are disputing an unauthorized charge, a police report helps but is not required. If you never received an item, a tracking number showing non-delivery is the strongest evidence.
Different reasons for disputing and what each requires
Unauthorized charge: You did not make this purchase and did not give permission. Chase will ask whether your card was lost or stolen, or whether someone used your card number without your knowledge. If your card was compromised, Chase may issue you a new card as part of the dispute process.
Duplicate charge: The merchant charged you twice for the same transaction. Bring your statement showing both charges on the same date or within a day of each other, and the order confirmation showing only one purchase.
Amount incorrect: The charge is more than what you agreed to pay. This might be a pricing error, an unexpected fee, or a currency conversion mistake. Bring the receipt or quote showing what the merchant told you the price would be.
Merchandise not received: You paid for something that never arrived. Bring tracking information showing the package was not delivered, or a delivery confirmation to an address you did not authorize. If you ordered digitally, bring proof that the download or access never worked.
Merchandise not as described: You received something, but it is not what you ordered or it is damaged. This is harder to win because you did receive something. Chase will want photos of the item and your correspondence with the merchant asking for a refund. If the merchant refused to help, that strengthens your case.
What to do if Chase rules against you
If Chase decides the charge was legitimate, they will notify you in writing. You can request a second review within 10 days of receiving the decision. Send Chase a letter (not an email) to the address they provide in the decision letter, explaining why you believe their decision was wrong and including any new evidence you have found.
Chase will review your request, but the second decision is usually final. If they rule against you again, the charge stays on your account and you owe it.
If you believe Chase made an error in how they handled the dispute — for example, they did not contact the merchant or they ignored evidence you provided — you can file a complaint with the Consumer Financial Protection Bureau (CFPB). The CFPB does not overturn Chase's decision, but they investigate whether Chase followed the rules.
How to prevent disputes and resolve them faster
Keep all receipts and confirmation emails for at least 60 days after a purchase. When you receive an item, check it immediately and photograph it if there is any damage. If something is wrong, contact the merchant first before disputing with Chase — many merchants will refund you directly, which is faster than a chargeback.
For subscriptions, keep a list of what you are subscribed to and when the charges should appear. If you cancelled a subscription and still see a charge, contact the merchant's customer service with your cancellation confirmation before disputing.
If you are disputing a charge from a foreign merchant, note the exchange rate on your statement. Currency conversions can make charges look larger than expected, but they are usually legitimate unless the rate was clearly wrong.
Frequently Asked Questions
Can I dispute a charge after 60 days?
No. Chase's 60-day window is firm. If you notice a charge after 60 days, contact the merchant directly to request a refund. If the merchant refuses and you believe it was fraud, you can still report it to law enforcement, but Chase will not reopen a dispute that is outside the window.
Will disputing a charge hurt my credit score?
No. Disputing a charge does not appear on your credit report and does not affect your score. The temporary credit Chase places on your account while they investigate also does not hurt your score.
What if the merchant goes out of business before Chase finishes investigating?
Chase will still complete the investigation. If the merchant is no longer in business and cannot respond, Chase will usually rule in your favor because the merchant did not provide evidence that the charge was legitimate. The temporary credit becomes permanent.
Can I dispute a charge if I used my debit card instead of a credit card?
If your debit card is issued by Chase, the dispute process is similar, but the protections are weaker. Debit card disputes are covered under different rules than credit card disputes, and Chase has more time to investigate. Contact Chase immediately if you notice an unauthorized debit card charge.
Do I have to pay the disputed amount while Chase investigates?
No. Once you report the dispute, the charge is removed from your balance due. You do not owe it while Chase investigates. If Chase rules against you, the charge goes back on your account and you will owe it then.