How to Dispute a Credit Card Charge with Chase

Updated Feb. 9, 2021

Our Credit Cards Expert

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A credit card dispute is an option when you're dealing with a fraudulent charge or when a merchant doesn't fulfill their end of a transaction. If you need to dispute a credit card charge with Chase, here's how to do it.

How to dispute a credit card charge with Chase

The simplest way to dispute a credit card charge with Chase is by going online and following these steps:

Log in to your account and go to your Chase credit cards.
Select the Chase credit card account with the transaction you wish to dispute.
Find the charge in the list of transactions. Click the arrow next to the amount to open the transaction details.
Click "Dispute transaction."
Fill out the dispute form.

The form will ask if you're disputing the full amount or a portion of it. It also has a series of questions about the reason for your dispute.

You can also dispute a credit card charge with Chase over the phone. If you prefer to talk to a representative about your dispute, you can call the number on the back of your Chase card.

Reasons for disputing a credit card charge with Chase

There are three basic reasons for a credit card dispute: fraud, billing errors, and problems with a purchase.

Fraud

If there's an unauthorized charge on your Chase statement, that's credit card fraud. Legally, you're liable for a maximum of $50 for unauthorized credit card charges. However, like just about every major credit card company, Chase offers zero liability protection. That means you're not responsible for any unauthorized charges on your Chase credit card account.

Fraudulent charges happen when someone has stolen your credit card information. To protect yourself, you'll also need to get a replacement card from Chase.

Billing errors

A billing error is a charge that was made incorrectly. Keep in mind that a merchant's name on your credit card statement may not always completely match the name of that merchant's store or site, so it's worth double-checking what the charge is before assuming it's an error. If you have been billed by mistake and the merchant won't reverse it, you can dispute the charge and Chase can do a chargeback.

Problems with a purchase

You can dispute a credit card charge with Chase for problems with a product or service. Under the Fair Credit Billing Act, you are supposed to attempt to resolve the issue with the merchant first. If you can't reach a resolution, the next step is a dispute with your credit card issuer.

There's obviously a wide range of problems that could lead to disputing a credit card charge. Common examples include:

A merchant never sends your order
A product arrives broken or damaged
A service is performed incorrectly

What to do before you dispute a credit card charge with Chase

Before you start the dispute process, see if you can contact the merchant that made the charge. This is especially important if there's a problem with your purchase. You may be able to handle the entire situation without a dispute.

If you do end up needing to dispute the charge and it's a quality issue, gather any documents you have to support your claim. This can be receipts, invoices, correspondence with the merchant, and evidence for why the quality of the purchase wasn't what it should be.

Now, if you don't have much evidence, don't fret. You can often still win a dispute without it.

What happens after you dispute a credit card charge with Chase

Once you dispute a transaction, it's essentially frozen, and you don't need to pay it while the dispute is ongoing. That's one of the big advantages of paying with credit cards. You're not out any money during a dispute like you would be after paying with a debit card.

Chase will investigate the charge and contact the merchant. A Chase representative may contact you if they need more information.

Chase handles most disputes within 30 to 60 days, but complex matters could require more time. After reaching a decision, Chase will send you a letter in the mail notifying you if you won or lost the dispute. Here's what happens in each case:

Successful dispute: Chase removes the charge entirely from your statement and performs a chargeback, billing the merchant for the amount of the transaction.
Unsuccessful dispute: Chase rebills you for the amount in question. If you want to appeal the decision, you can ask Chase how to start the appeal process.

How long do you have to dispute a credit card charge with Chase?

The Fair Credit Billing Act stipulates that consumers have the right to dispute charges made within the previous 60 days. This is one area where card issuers will often go above and beyond, allowing you to dispute charges even after those 60 days have passed. Of course, it's wise to file your dispute as soon as possible to ensure your card issuer accepts it.

Generally speaking, if you have a legitimate reason for your dispute, the odds are in your favor. There's obviously no guarantee of a successful dispute -- for example, if you bought something as-is with a merchant that has an "all sales are final" policy, you could be out of luck. But Chase will do its best to get your money back when there's a valid reason.