A dispute or chargeback lets you challenge a charge on your card, for example when goods never arrive or you are billed twice.
Valid Reasons
- Unauthorised or fraudulent charges.
- Goods or services not received.
- Item significantly not as described.
- Duplicate charges or wrong amounts.
- Cancelled subscription still billed.
Step by Step
- Contact the merchant and keep a record.
- If unresolved, open a dispute in your card app or by calling the issuer.
- Provide receipts, emails and photos.
- The issuer may give a temporary credit while investigating.
Timing
Most issuers require disputes within a set number of days after the statement date, so act quickly.
Avoid Misuse
Do not dispute a valid charge just because you changed your mind; it can lead to account closure.
Dispute Timeline Example
| Step | Typical timing (varies by issuer) |
|---|---|
| Contact the merchant | As soon as you notice the problem |
| File a dispute with the issuer | Usually within about 60 days of the statement date |
| Temporary credit (if issued) | Often within days |
| Merchant response | Several weeks |
| Final decision | Often within two billing cycles |
Evidence That Helps Your Case
- Order confirmations and receipts.
- Screenshots of the product listing and what was promised.
- Emails or chat messages with the merchant.
- Photos of damaged or incorrect items.
- Tracking information showing non-delivery.
- Proof of cancellation for subscriptions.
Organise these in one folder before you contact your issuer.
How to Write a Clear Dispute Description
Keep it factual and short: what you bought, the date and amount, what went wrong, what you’ve done to resolve it with the merchant and what outcome you want. For example: “Ordered a jacket on May 3 for $80. It never arrived. Seller stopped replying on May 20. Requesting a refund.”
When a Dispute May Not Succeed
- You simply changed your mind about a valid purchase.
- You waited too long to report the problem.
- The merchant can prove delivery and that the product matched the description.
In those cases, ask the merchant about their return policy instead.
Scenario: A Successful Dispute
Meena orders a $120 jacket online. After four weeks, it hasn’t arrived and the seller stops replying. She gathers her order confirmation, screenshots of her messages and the tracking page showing no movement, then files a “merchandise not received” dispute in her card app. The issuer gives a temporary credit while investigating, and after the merchant fails to respond, the credit becomes permanent. (Illustrative scenario.)
Dispute Reasons and Evidence
| Reason | Best evidence |
|---|---|
| Item not received | Order confirmation, tracking, messages |
| Item not as described | Photos, product listing screenshots |
| Duplicate charge | Statement showing both charges |
| Cancelled subscription still billed | Cancellation confirmation email |
| Unauthorised charge | Statement plus a statement that you didn’t make it |
Key Takeaways
- Contact the merchant first and keep records.
- File disputes promptly within your issuer’s time limit.
- Keep paying the undisputed part of your balance on time.
- Use disputes for genuine problems, not change-of-mind returns.
Frequently Asked Questions
How long does a dispute take?
Often several weeks, sometimes up to a couple of billing cycles.
Do I pay the disputed amount meanwhile?
Usually you do not have to pay the disputed part during investigation, but pay the rest on time.
Conclusion
Keep good records and act quickly, and the dispute process can protect you from unfair charges.
