How to start a dispute with Chase

To dispute a charge on a Chase credit card, contact Chase directly through your account. You can call the customer service number on the back of your card, log into your Chase online account and use the dispute tool, or visit a Chase branch in person. Chase will ask you to describe what happened with the charge — whether it was unauthorized, the merchant charged you twice, the amount was wrong, or you returned merchandise and were not refunded.

You do not need to wait for a statement to arrive. You can dispute a charge as soon as you notice it, even if it is still pending. Chase will open a case and assign it a reference number. Write down this number and the date you called; you will need it if the dispute takes more than one billing cycle to resolve.

Chase has specific timeframes for handling disputes. You must report an unauthorized charge within 60 days of when it appears on your statement. For other types of disputes — a merchant error, a refund that did not post, merchandise that arrived damaged — you have up to 120 days from the transaction date. If you wait longer, Chase may deny the dispute because the deadline has passed.

Key Takeaways

  • Contact Chase by phone, online account portal, or in-branch to open a dispute; you will receive a case reference number to track the investigation.
  • Unauthorized charges must be reported within 60 days of the statement date; other disputes have 120 days from the transaction date.
  • Chase will typically issue a temporary credit within two to three business days while the investigation proceeds, though this is not may provide.
  • Gather receipts, emails, correspondence with the merchant, and any proof of return or refund before you call, as Chase will ask for documentation.
  • If Chase denies your dispute, you can escalate to the Consumer Financial Protection Bureau, though the card network (Visa or Mastercard) makes the final decision.

What happens after you report the dispute

Once Chase receives your dispute, they will send you a written confirmation within three business days. This letter will include your case number, a summary of what you reported, and the steps Chase will take next. Keep this letter with your records.

Chase will then contact the merchant and ask them to respond to the dispute. The merchant has a set window — usually 10 business days — to provide evidence that the charge was legitimate. This might be a signed receipt, a delivery confirmation, or proof that you received the merchandise. During this time, Chase may place a temporary credit in your account while the investigation is ongoing, but this is not automatic and depends on the type of dispute.

The full investigation typically takes 30 to 90 days. Chase will review the merchant's response, your evidence, and the transaction details. Once they reach a decision, they will notify you in writing. If the dispute is upheld, the charge is removed and any temporary credit becomes permanent. If the dispute is denied, the charge stays on your account and you lose any temporary credit that was issued.

Documents and evidence Chase will request

Chase will ask you to provide documentation that supports your dispute. The type of evidence depends on what went wrong. For an unauthorized charge, you may need to provide a statement that you did not make the purchase and did not authorize anyone else to use your card. For a duplicate charge, provide both receipts or transaction confirmations showing the same amount charged twice on the same day or within a short window.

If you returned merchandise and were not refunded, gather the return receipt, tracking number, and any email correspondence with the merchant confirming the return. If the charge amount was wrong, keep the original receipt showing what you were supposed to pay and the statement showing what was actually charged. If merchandise arrived damaged or not as described, take photos of the item and keep the original product listing or advertisement you relied on when you ordered.

Send these documents to Chase as soon as possible. You can upload them through your online account, email them to the address Chase provides, or mail them to the dispute department. Do not rely on the merchant to send proof on your behalf — Chase needs to hear directly from you.

Temporary credits and how they work

Chase may issue a temporary credit while investigating your dispute, but this is not may provide. Whether you receive one depends on the type of dispute and how clear-cut your claim is. Unauthorized charges are more likely to receive temporary credits than merchant errors or refund disputes.

If Chase does issue a temporary credit, it will appear in your account within two to three business days. This credit reduces your balance and your minimum payment, but it is not final. If Chase later determines the merchant was right and the charge was legitimate, the temporary credit will be removed and you will owe the full amount again. The removal happens immediately, so your balance will jump back up.

Do not assume a temporary credit means you have won the dispute. Continue to pay your bill on time while the investigation is ongoing. If you stop paying because you received a temporary credit and the dispute is later denied, you could face late fees and interest charges on the reinstated amount.

What to do if Chase denies your dispute

If Chase investigates and decides the charge was legitimate, they will send you a written explanation of why the dispute was denied. Read this carefully — it will tell you what evidence the merchant provided and why Chase found it convincing. If you believe Chase made an error, you can request that they reconsider, though this is rarely successful.

You can also file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB will forward your complaint to Chase, and Chase must respond within 15 days. However, the CFPB cannot override Chase's decision. The final authority on most disputes rests with the card network — Visa or Mastercard — not with Chase or the CFPB.

If the dispute involves a significant amount or a pattern of unauthorized charges, contact your state's attorney general office or your state banking regulator. They can investigate whether Chase is handling disputes fairly across all customers. Keep all documentation from the dispute process, including the case number, dates of contact, and copies of any letters Chase sent you.

Disputes for different types of charges

Unauthorized charges are transactions you did not make and did not permit. Report these immediately. Chase will typically reverse them without requiring much documentation from you, especially if you report them quickly. If your card was physically lost or stolen, tell Chase that too — they may issue a new card and flag your account for fraud monitoring.

Duplicate charges occur when a merchant charges your card twice for a single purchase. This often happens online when a page loads slowly and you click submit twice, or when a payment processor glitches. Provide both transaction confirmations and explain the timing. These disputes are usually straightforward to resolve.

Refund disputes happen when you return merchandise or cancel a service but the refund never posts to your card. Before disputing, contact the merchant directly and ask for a refund status. If they confirm they issued the refund, ask for the transaction ID or confirmation number. Provide this to Chase. If the merchant says they never received the return, ask them to check their return address and tracking. These disputes can take longer because Chase must verify the merchant's refund process.

Amount disputes occur when a charge is for a different amount than you agreed to. This might be a math error, an unexpected fee, or a price change. Provide the original receipt or quote showing what you were supposed to pay. If a merchant added a tip or fee you did not authorize, explain that in your dispute.

How to prevent disputes in the first place

Monitor your Chase account regularly — weekly or even daily if possible. Log into your online account or use the Chase mobile app to check pending and posted transactions. Pending transactions may still change, but they give you an early warning if something looks wrong. The sooner you spot a problem, the sooner you can contact the merchant or Chase.

Keep receipts and order confirmations for at least 60 days after a purchase. For online orders, save the confirmation email and take a screenshot of the product listing showing the price and description. For in-person purchases, keep the receipt. For subscription services, note the billing date and amount in your calendar.

When you return merchandise, get a receipt from the merchant or a tracking number if you mail it back. Do not assume the refund will post automatically — follow up with the merchant after 5 to 7 business days to confirm they received the return and processed the refund. If the refund does not appear within 10 business days, contact the merchant again before disputing with Chase.

Frequently Asked Questions

Can I dispute a charge if I already paid it off?

Yes. You can dispute a charge even after you have paid your full balance. Chase will still investigate and may issue a refund or credit to your account. The charge does not have to be currently owed for you to dispute it.

What happens to my credit score during a dispute?

A dispute itself does not hurt your credit score. However, if the charge remains on your account and you do not pay it, your balance will be higher and your credit utilization will increase, which can lower your score. If the account goes unpaid long enough, it could be reported as delinquent. Pay your bill on time while the dispute is being investigated.

How long does a dispute investigation take?

Chase typically completes investigations within 30 to 90 days. Some disputes resolve faster if the merchant responds quickly or if the issue is straightforward. You will receive written notification of the outcome once the investigation is complete.

Can I dispute a charge if I authorized the merchant but changed my mind?

No. If you knowingly authorized the charge, Chase will not reverse it just because you changed your mind about the purchase. You would need to contact the merchant directly and request a refund. Disputes are for unauthorized charges, merchant errors, and refunds that were promised but not delivered.

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

Chase will still investigate the dispute even if the merchant is no longer in operation. If the merchant cannot respond to the dispute, Chase may rule in your favor based on the lack of response. However, this can take longer than a normal dispute.