Start a dispute through Chase's online portal or by phone within 60 days

Chase gives you 60 days from the transaction date to report an unauthorized or incorrect charge. The fastest way is through your Chase online account or mobile app: log in, find the transaction, and select "Dispute this transaction." Chase will walk you through what happened and what you're disputing. If you prefer to call, phone Chase's dispute line at the number on the back of your card — they'll open a case on the spot and give you a reference number.

Chase will investigate your claim and typically reach a decision within 10 business days, though complex cases can take up to 45 days. During that time, Chase may temporarily credit the amount back to your account while they contact the merchant. Keep your reference number and any documentation you gathered — you'll need it if Chase asks follow-up questions.

Key Takeaways

  • Report a disputed charge within 60 days of the transaction date through your Chase account online, the mobile app, or by calling the number on your card.
  • Chase will investigate and typically decide within 10 business days, though some cases take longer.
  • Gather receipts, emails, or proof of what you ordered versus what arrived before you file the dispute.
  • If Chase rules against you, you can submit additional evidence or escalate the case, but the 60-day window still applies to your original report date.

What counts as a valid dispute

Chase recognizes several reasons for disputing a charge. Unauthorized transactions are charges you didn't make or authorize — someone used your card number or account without permission. Billing errors include duplicate charges, charges for the wrong amount, or charges posted to your account twice. Merchandise disputes

Disputes over the quality of a service or a merchant's refund policy are harder to win. If you received what you ordered but changed your mind, or if a merchant refused your return request, Chase may side with the merchant. The key is whether you got what you paid for, not whether you're satisfied with it.

Gather documentation before you file

The stronger your case, the faster Chase resolves it. Collect anything that supports your version: your order confirmation email, screenshots of what the product description said, photos of damaged items, tracking information showing the package never arrived, or emails from the merchant acknowledging the problem. If you ordered in person or by phone, write down the date, time, and who you spoke with.

For unauthorized charges, note where you last had your card and when you first noticed the fraudulent transaction. If your card was lost or stolen, tell Chase that too — it strengthens your case and may trigger a new card to be sent automatically. The more specific you are about what went wrong, the less back-and-forth Chase needs to do.

What happens after you file a dispute

Chase assigns your case a reference number and sends you a confirmation letter or email within three business days. They then contact the merchant and ask them to respond. The merchant has a window to provide their own evidence — receipts, delivery confirmation, or proof you authorized the charge. Chase weighs both sides and makes a decision.

If Chase finds in your favor, the amount stays credited to your account and the case closes. If Chase sides with the merchant, the charge goes back on your account and you'll receive written notice explaining why. At that point, you can submit new evidence or ask Chase to reconsider, but you're still working within the original 60-day window from the transaction date.

Disputes for debit cards versus credit cards

Chase debit card disputes follow the same 60-day reporting window, but your protections are slightly different. With a debit card, Chase must investigate and return your money within 10 business days if they find the charge was unauthorized. If they need more time, they'll credit the amount temporarily while they finish. Credit card disputes offer broader consumer protections under federal law, which is one reason many people prefer credit cards for online purchases.

If you're disputing a debit card charge and Chase rules against you, the money comes back out of your account. With a credit card, you simply owe less. This matters if you're living paycheck to paycheck — a debit card dispute that goes against you can leave you short on cash while a credit card dispute just adjusts your balance.

What to do if Chase denies your dispute

If Chase decides the charge was valid, you have options. First, contact the merchant directly and ask them to reverse the charge or issue a refund. Sometimes a merchant will help once they know you've filed a dispute — they may not want the chargeback on their record. Explain what went wrong and ask what they need from you to make it right.

If the merchant won't budge and you believe Chase made an error, you can ask Chase to reopen the case with new evidence. You're still bound by the 60-day window from the original transaction, so act quickly. If you've hit that deadline, you've lost the right to dispute through Chase, though you can still pursue the merchant directly or explore other options like small claims court.

Preventing disputes before they happen

The easiest dispute to handle is the one you never file. Keep receipts for online purchases and compare them to your statement within a few days. Set up transaction alerts in your Chase app so you're notified of charges as they post — you'll catch fraud faster. For recurring charges, review your subscriptions monthly and cancel anything you're not using.

When ordering online, use a credit card rather than a debit card when possible. Take screenshots of product descriptions and prices before you complete the purchase. For high-value items, use a payment method that offers buyer protection, and consider paying with a credit card that offers extended warranty or purchase protection benefits.

Frequently Asked Questions

Can I dispute a charge after 60 days?

No, Chase's dispute window is 60 days from the transaction date. After that, you can't file a formal dispute through Chase. You can still contact the merchant directly and ask for a refund, but Chase won't investigate on your behalf.

Will disputing a charge hurt my credit score?

Filing a dispute doesn't affect your credit score. Disputes are between you and Chase or the merchant — they don't appear on your credit report. Your score only changes if the charge remains unpaid and is sent to collections, which is unlikely if you've reported it to Chase.

How long does it take to get my money back?

Chase typically decides within 10 business days. If they find in your favor, the credit may already be temporary on your account. Once the investigation closes, the credit becomes permanent. Complex cases can take up to 45 days, and Chase will notify you of any delays.

What if the merchant says I authorized the charge?

If you genuinely didn't authorize it, tell Chase that in your dispute. Provide any evidence that you didn't — for example, if you were out of the country when the charge posted, or if the charge is for a service you never signed up for. Chase will ask the merchant for proof of authorization, like a signed contract or email confirmation from you.

Can I dispute a charge if I used my PIN at an ATM or store?

Yes, if the charge is unauthorized. Using your PIN doesn't prevent you from disputing a fraudulent transaction. Tell Chase that someone else used your PIN or that your card was compromised. Chase will investigate the same way they would for any other unauthorized charge.