Start a dispute claim by contacting your bank or card issuer within the timeframe they allow
When a transaction is wrong—you were charged twice, the merchant never delivered, or someone used your card without permission—your bank or card issuer is the entity that can reverse it. You do not go to the merchant first for a chargeback or dispute. You contact the financial institution that issued your card or holds your account, tell them what happened, and they open a dispute investigation on your behalf.
The process differs slightly between credit cards, debit cards, and bank accounts, but the first step is always the same: call the customer service number on the back of your card or your bank statement, or log into your online banking portal and look for a "dispute" or "report a problem" option. Have your transaction details ready—the date, the amount, the merchant name, and a clear description of what went wrong.
Timing matters. Credit card disputes must be reported within 60 days of the charge appearing on your statement. Debit card disputes have a shorter window: 60 days from when you first notice the unauthorized charge, but you should report it as soon as possible. Bank account disputes follow similar timelines but vary by your bank's policy—check your account agreement or ask directly.
Key Takeaways
- Contact your bank or card issuer directly, not the merchant, to start a dispute—they are the ones with the power to reverse the charge.
- Credit card disputes must be reported within 60 days of the charge; debit card disputes should be reported as soon as you notice the unauthorized transaction.
- Gather your transaction details before you call: the date, amount, merchant name, and a clear explanation of what happened.
- Your bank will ask you to provide supporting documents like receipts, emails, or screenshots showing the problem.
- The investigation typically takes 30 to 90 days, and you will receive a written decision explaining whether the charge was reversed.
What documents you need to gather before calling
Your bank will not reverse a charge on your word alone. They need evidence that supports your claim. Before you call, collect anything that shows what happened: the original receipt or order confirmation, emails from the merchant, screenshots of the product listing showing what you ordered versus what arrived, tracking information, or communication where the merchant acknowledged the problem.
If the charge was unauthorized—someone else used your card—gather any evidence that the transaction was not made by you: a statement showing you were in a different location, a police report if you filed one, or a record of when you first noticed the card was missing. If the merchant promised a refund and never sent it, save the email or message where they said they would refund you.
Do not assume your bank will contact the merchant and get their side of the story. They will, but your documents are what tips the investigation in your favor. The more specific your evidence, the faster the decision usually comes.
How the investigation works and what happens to your money
Once you report the dispute, your bank opens an investigation and assigns it a reference number. Write this number down—you will need it to check the status. The bank contacts the merchant's bank and requests their records of the transaction. The merchant then has a chance to respond with their own evidence: proof of delivery, your signed receipt, or communication showing you received what you ordered.
During this time, your money is usually not returned when ready. Some banks place a temporary credit in your account while they investigate, but this is not the same as a permanent reversal. If the investigation finds in your favor, the temporary credit becomes permanent and the charge is removed. If the merchant wins, the temporary credit is removed and you owe the amount again.
The investigation takes 30 to 90 days depending on your bank and how quickly the merchant responds. You will receive a written decision by mail or through your online banking portal explaining the outcome and why the bank made that decision.
What to do if the merchant disputes your claim
Merchants can and do fight disputes. If a merchant claims they delivered the item, provided the service, or that you authorized the charge, your bank will ask you for more evidence. This is where your documentation becomes critical. If you have a tracking number showing the package was never delivered to your address, or emails proving the merchant ignored your requests for a refund, submit those when ready when your bank asks.
If you ordered something and the merchant says you received it but you did not, a tracking number showing "delivered" is not enough proof on their side—you can dispute that by providing your own evidence: a statement from your building manager that no package arrived, photos of your empty mailbox, or a police report for mail theft. Be specific about why their evidence does not match what actually happened.
If the merchant wins the dispute, you have the right to ask your bank to reconsider, but only if you have new evidence you did not submit the first time. straightforward disagreeing with the decision is not grounds for reopening the case.
Disputes versus refund requests—which one to use
A dispute and a refund request are different tools. A refund request goes to the merchant directly—you ask them to return your money. A dispute goes to your bank and forces an investigation. Start with a refund request if the merchant is still responsive and you believe it was an honest mistake. If the merchant ignores you, refuses to refund you, or you cannot contact them, then file a dispute with your bank.
Some merchants will refund you quickly if you ask politely and provide proof of the problem. Others will stall or ignore you entirely. If you have been waiting more than two weeks for a refund response and the merchant is not communicating, do not wait longer—file a dispute with your bank instead. Your bank has more leverage than you do.
Do not file both a dispute and a refund request at the same time. If you file a dispute, tell the merchant you have done so and ask them to respond to your bank. If the merchant refunds you during the investigation, tell your bank when ready so they can close the dispute.
Fraud disputes: unauthorized charges and stolen cards
If someone else used your card without permission, the process is the same but the urgency is higher. Report the unauthorized charge to your bank as soon as you notice it. Most banks will place a temporary credit in your account right away while they investigate, because federal law protects you from liability for unauthorized charges on credit cards.
Debit card fraud is riskier because your own money is already gone from your account. Report it when ready and ask your bank whether they will place a temporary credit while they investigate. Some banks do; others do not. The sooner you report it, the better your chances of getting your money back quickly.
For both credit and debit card fraud, your bank will likely issue you a new card with a new number. Ask them to do this even if the investigation is still ongoing. If the fraudster has your card number, they can use it again. A new card stops that from happening.
What happens if your bank denies your dispute
If your bank decides the merchant was right and denies your dispute, you have limited options. You can ask your bank to reconsider if you have new evidence, but most banks will not reopen a case without it. You can also file a complaint with the Consumer Financial Protection Bureau (CFPB) if you believe your bank handled the dispute unfairly, but this does not reverse the charge—it triggers a review of your bank's process.
If the amount is small, pursuing it further may cost more in time than the charge itself. If the amount is large or the dispute was clearly in your favor, consider consulting a consumer attorney or your state's attorney general's office. Some states have additional protections beyond federal law.
Prevention is more effective than disputing. Use credit cards instead of debit cards when possible—credit card fraud protection is stronger. Monitor your statements weekly. Set up transaction alerts on your bank's app so you know when ready when a charge posts. The faster you catch a problem, the faster it gets resolved.
Frequently Asked Questions
Can I dispute a charge if I authorized it but changed my mind?
No. If you knowingly made the purchase, your bank will not reverse it just because you changed your mind. A dispute is for transactions you did not authorize, were charged incorrectly, or where the merchant failed to deliver. If you want to return something, contact the merchant directly about their return policy.
What if the merchant went out of business?
File a dispute anyway. Your bank will attempt to contact the merchant's bank, and if the merchant is no longer operating, the bank will likely rule in your favor. Document that the business is closed—a screenshot of their website or a news article helps, but is not always necessary.
How long does a temporary credit stay in my account?
Temporary credits usually stay for 30 to 90 days while the investigation happens. If your bank rules in your favor, it becomes permanent. If the merchant wins, it is removed and you owe the amount again. Check your bank's policy for the exact timeline.
Can I dispute a charge on someone else's card?
No. Only the cardholder or account owner can file a dispute. If someone else made an unauthorized charge on your card, you file the dispute. If you made a purchase on someone else's card with permission and now there is a problem, that person must file the dispute themselves.
What if I already paid the merchant to fix the problem?
You can still file a dispute for the original charge. Tell your bank that you paid the merchant separately to resolve it. Provide proof of that payment. Your bank may still investigate the original charge and reverse it, which means you would need to ask the merchant for a refund of the payment you made to them. Coordinate with the merchant before filing so you do not end up with duplicate refunds.