The fastest way to dispute a charge at Chase

Call Chase's dispute line at the number on the back of your card or in your account, or go to your online account and report it through the Resolution Center. Chase will ask you to describe what happened — whether the charge was unauthorized, the merchant charged you twice, or you received something different from what you ordered. They will then open a dispute case and send you a reference number. Most disputes are resolved within 10 business days, though some take up to 60 days depending on what the merchant says.

You do not need to wait for a bill to arrive or contact the merchant first. Chase can start the dispute when ready once you report it, even if the charge is still pending. If the charge has already posted to your account, Chase will usually credit the amount back to you while they investigate — you get your money back right away in most cases, and the merchant has a chance to respond later.

Keep the reference number Chase gives you. You will need it if the merchant disputes the chargeback or if Chase asks you for more information.

Key Takeaways

  • Report the charge to Chase by calling the number on your card or using the Resolution Center in your online account — do not contact the merchant first.
  • Chase will usually credit the disputed amount back to your account within a few days while they investigate, even if the charge has already posted.
  • The merchant has 10 to 30 days to respond to the dispute, and Chase will contact you if they need more information from you.
  • Keep your reference number and any documentation (receipts, emails, screenshots) that shows what happened with the charge.
  • If Chase rules against you, you can ask them to reconsider if you have new evidence, but the decision is usually final after that.

What information Chase will ask for

When you report the dispute, have the transaction details ready: the date of the charge, the merchant name, and the amount. Chase will ask you to explain what went wrong — whether you did not recognize the charge, the merchant charged you more than agreed, you returned an item but were not refunded, or something else entirely.

If the charge is unauthorized (meaning you did not make it and did not allow anyone else to), say that clearly. If you ordered something and it never arrived, or arrived damaged or different from the description, have your order confirmation or any messages from the merchant available. Screenshots of your email or the merchant's website can help, but Chase does not always need them right away — they may ask for them later if the merchant disputes your claim.

For charges you do recognize but believe are wrong — like a duplicate charge or an amount that does not match what you agreed to — describe exactly what happened. If you have a receipt showing a different price, or an email confirming what the merchant said they would charge, those documents matter.

How the dispute process works after you report it

Once you report the charge, Chase assigns it a case number and begins what is called a chargeback investigation. They send a notice to the merchant telling them you have disputed the charge and asking the merchant to explain their side. The merchant usually has 10 to 30 days to respond, depending on the card type and the reason for the dispute.

During this time, Chase may contact you asking for more details or documentation. Respond quickly — if Chase cannot reach you or you do not provide what they ask for, they may close the case in the merchant's favor. You will see updates in your Chase account under the Resolution Center, and Chase will also send you letters or emails about the status.

The merchant might provide a tracking number showing delivery, a signed receipt, or a message from you authorizing the charge. If their evidence is stronger than yours, Chase may rule against you and the charge will go back on your account. If your evidence is stronger — or if the merchant does not respond at all — Chase will remove the charge permanently and you keep the credit.

Disputes for different types of charges

Unauthorized charges: If someone used your card or account number without permission, report it as unauthorized. Chase will investigate whether the charge matches your normal spending patterns and whether you took reasonable steps to protect your card. If the charge is clearly not yours, Chase usually rules in your favor quickly.

Duplicate charges: If the merchant charged you twice for the same purchase, report it as a duplicate charge. Provide the transaction dates and amounts. The merchant may have a record showing the duplicate in their system and will often concede when ready.

Charges for items not received: If you ordered something online and it never arrived, report it as "merchandise not received." Chase will ask whether you used a tracking service or have delivery confirmation. If the merchant shows the item was delivered to your address, Chase may rule against you even if you say you did not receive it — in that case, you may need to file a separate claim with the shipping carrier or merchant.

Charges for items that arrived damaged or different: Report this as "merchandise not as described." You will need to show that what arrived does not match what the merchant advertised or what you ordered. Photos of the damage or the item itself can help. The merchant may offer you a refund or replacement instead of fighting the chargeback.

Billing errors: If the merchant charged you a different amount than what you agreed to, report it as a billing error. Have your order confirmation or receipt showing the correct price.

What happens if Chase rules against you

If the merchant provides evidence that contradicts your claim, Chase may decide to close the dispute in their favor. The charge will be put back on your account, and you will lose the credit Chase gave you temporarily. Chase will send you a letter explaining their decision and why they ruled against you.

You can ask Chase to reconsider if you have new evidence — for example, if the merchant promised a refund in writing but never sent it, or if you have a delivery confirmation showing the package was returned. Send this new evidence to Chase within 10 days of their decision. However, Chase's decision is usually final after that.

If you believe Chase made an error, you can file a complaint with the Consumer Financial Protection Bureau (CFPB) at consumerfinance.gov. The CFPB does not overturn Chase's decision, but they investigate whether Chase followed the rules correctly and can require them to correct errors in how they handled your case.

How to prevent disputes in the future

Check your account regularly — at least once a week — so you catch unauthorized charges quickly. Chase has stronger protections for unauthorized charges reported within 60 days than for charges reported later. Set up account alerts in your Chase app so you get notified of every transaction, or at least of transactions over a certain amount.

When you order online, keep your confirmation email and take a screenshot of the final price before you submit the order. If a merchant charges a different amount, you will have proof of what you agreed to. For in-person purchases, keep receipts for at least 30 days.

If you are unsure whether a charge is legitimate, contact the merchant directly before reporting it to Chase. Sometimes a charge appears under a different business name than you expected, or a subscription you forgot about renewed. A quick call or email can clear this up without opening a dispute.

Frequently Asked Questions

Do I have to contact the merchant before I report the charge to Chase?

No. You can report it to Chase when ready. However, if you recognize the merchant and think it might be a mistake — like a duplicate charge or a subscription you forgot about — contacting them first can sometimes resolve it faster. If you do contact them and they refuse to help, that makes your dispute stronger.

Will I get my money back while Chase investigates?

Usually yes. Chase typically credits the disputed amount back to your account within a few days of opening the case, even if the charge has already posted. This is a temporary credit while the investigation happens. If Chase rules in the merchant's favor, the credit is removed and the charge goes back on your account.

How long does a dispute take?

Most disputes are resolved within 10 business days, though some take up to 60 days. The timeline depends on how quickly the merchant responds and whether Chase needs more information from you. You can check the status in your Resolution Center at any time.

What if the merchant says I authorized the charge?

If you truly did not authorize it, tell Chase that. Chase will look at whether the merchant has a signed receipt, an email from you, or other proof of authorization. If the merchant cannot provide clear evidence, Chase will rule in your favor. If they do have evidence, Chase may rule against you — but if that evidence is forged or the merchant is lying, you can escalate to the CFPB.

Can I dispute a charge on a debit card the same way?

Yes, the process is the same. Call the number on the back of your Chase debit card or report it in your online account. Debit card disputes take slightly longer to investigate because the money comes directly from your account, but Chase will still credit you temporarily in most cases while they look into it.