How to dispute a charge on your Chase card
You can dispute a charge on your Chase credit card by contacting Chase directly through their dispute process, which usually takes 30 to 60 days from the time you report it. Chase will investigate whether the charge was unauthorized, fraudulent, or made in error. During the investigation, you are not responsible for paying the disputed amount — Chase temporarily removes it from your bill while they look into it.
The fastest way to start a dispute is through the Chase mobile app or your online account. You can also call the number on the back of your card. Either way, you will need to describe what went wrong with the charge and provide any supporting documents you have — like a receipt showing a different amount, proof you cancelled a subscription, or confirmation that the merchant never delivered what you paid for.
Key Takeaways
- Report a disputed charge to Chase through the app, your online account, or by calling the number on your card — do not wait, as there are time limits for reporting.
- Chase will remove the charge from your bill while they investigate, so you do not have to pay it during the dispute process.
- The investigation usually takes 30 to 60 days, and Chase will contact you if they need more information from you.
- Gather any proof you have before you report the dispute — receipts, emails, screenshots, or proof of cancellation all strengthen your case.
- If Chase rules against you, you can ask them to reconsider if you have new evidence, but the final decision rests with Chase.
Three reasons to dispute a charge
A fraudulent charge is one you did not make and did not authorize. This includes someone using your card number without permission, a stolen card used by someone else, or a hacked online account. Report this as soon as you notice it.
An unauthorized charge is similar but covers situations where a merchant charged you without clear permission — for example, a subscription service that continued charging after you thought you cancelled, or a business that charged a different amount than what you agreed to. You authorized the first charge but not the one in question.
A billing error is when the merchant charged you twice for the same thing, charged you for something you returned, or charged you an amount different from what you agreed to. You authorized the transaction, but something went wrong in how it was processed or what you received.
Steps to report a dispute through your Chase account
Through the Chase app: Open the app and go to your account. Find the transaction you want to dispute, tap it, and select "Report as Fraud" or "Dispute This Transaction." Chase will ask you to describe the problem and may ask for supporting documents. You can upload photos of receipts or other proof directly in the app.
Through Chase.com: Log in, go to your account, find the transaction, and click "Dispute This Transaction." You will answer questions about what happened and can upload documents the same way.
By phone: Call the number on the back of your card. Tell the representative you want to dispute a charge, give them the transaction date and amount, and explain what happened. They will create a dispute case and give you a reference number. Write this number down — you will need it to check on your dispute later.
No matter which method you use, Chase will send you a confirmation letter within a few days. Keep this letter and your reference number until the dispute is resolved.
What happens after you report a dispute
Chase removes the charge from your bill right away, so it will not show as owed while they investigate. You will see a temporary credit on your account. This is not final — it is just Chase protecting you while they work.
Chase then contacts the merchant and asks them to explain the charge. The merchant has a set amount of time to respond with their own evidence — usually a receipt, proof of delivery, or proof that you authorized the charge. Chase reviews both sides and makes a decision.
You may receive a call or email from Chase asking for more information. If they do, respond quickly — delays can slow down the investigation. If you have additional proof (like a cancellation confirmation email or a photo of a damaged item), send it as soon as you can.
Timeline and what to expect
Most disputes are resolved within 30 to 60 days, though some take longer if the merchant is slow to respond or if Chase needs more information from you. Chase will notify you by mail and through your online account when a decision is made.
If Chase rules in your favor, the temporary credit becomes permanent and you owe nothing. If Chase rules against you, the charge goes back on your bill and you will owe it. Chase will explain their decision in writing.
Even if Chase rules against you initially, you can ask them to reconsider if you have new evidence — for example, if you later receive a cancellation confirmation from the merchant or proof that an item was never delivered. Send this new evidence to Chase with your original dispute reference number.
Documents that help your dispute
The stronger your evidence, the more likely Chase will rule in your favor. Gather whatever you have before you report the dispute.
| Type of Dispute | Documents That Help |
|---|---|
| Fraudulent or unauthorized charge | Police report (if you filed one), proof you were not in that location, confirmation that your card was lost or stolen, proof of your normal spending patterns |
| Subscription you cancelled | Cancellation confirmation email, screenshot of your account settings showing the subscription is off, email to the merchant requesting cancellation |
| Wrong amount charged | Receipt or quote showing the agreed-upon price, email confirmation of the price, screenshot of the website at the time you made the purchase |
| Item not received or damaged | Tracking information showing non-delivery, photos of damage, email to the merchant reporting the problem, return authorization number |
| Duplicate charge | Your bank or credit card statement showing both charges, receipt showing only one transaction, email confirmation of a single order |
What you cannot dispute through Chase
Chase's dispute process covers fraud, unauthorized charges, and billing errors. It does not cover situations where you authorized the charge and received what you paid for, even if you are unhappy with the purchase or change your mind.
If you ordered something and it arrived but you do not like it, or if you bought something in person and regret it, that is a return or refund issue — not a dispute. Contact the merchant directly to ask about their return policy. If the merchant refuses to help and you used a credit card, you can still dispute it with Chase if the merchant violated their stated return policy or if you have evidence they misrepresented the item.
If you have a disagreement about the quality of a service (like a haircut or repair work), that is also usually not a dispute matter unless you can show the merchant did not deliver what they promised. These situations are harder to win because "quality" is subjective.
Frequently Asked Questions
How long do I have to report a dispute?
Chase requires you to report a dispute within 60 days of the charge appearing on your statement. After 60 days, you lose the right to dispute it. If you notice a fraudulent charge, report it as soon as possible — the sooner you report it, the sooner Chase can investigate.
Do I have to pay the disputed charge while Chase investigates?
No. Chase removes the charge from your bill when ready when you report a dispute. You do not owe it while they investigate. If Chase later rules against you, the charge goes back on your bill and you will owe it then.
What if the merchant says I authorized the charge?
If you truly did not authorize it, tell Chase that in your dispute. Chase will ask the merchant for proof of your authorization — like a signed receipt or email confirmation. If the merchant cannot provide proof, Chase will likely rule in your favor. If they can, Chase will review whether the authorization was legitimate.
Can I dispute a charge if I used my debit card instead of a credit card?
Chase debit cards have a different dispute process than credit cards, and the protections are weaker. Contact Chase when ready if you notice a fraudulent debit card charge. You have fewer days to report it, and the investigation works differently. Call the number on the back of your debit card to start the process.
What happens if Chase sides with the merchant?
The charge goes back on your bill and you owe it. Chase will explain their decision in writing. If you have new evidence later — like a cancellation confirmation you did not have before — you can ask Chase to reopen the dispute. Otherwise, your only option is to contact the merchant directly and try to resolve it with them.