On a U.S. credit card, a "chargeback" usually means asking the card issuer to reverse a payment. The issuer's billing-dispute process controls your notice deadline; a merchant's internal chargeback-response deadline does not.
For many billing errors covered by the Fair Credit Billing Act (FCBA), written notice must reach the issuer within 60 days after the first statement containing the error was sent. The issuer generally must acknowledge the dispute within 30 days and resolve it within two complete billing cycles, with a maximum of 90 days.
This checklist covers U.S. credit-card transactions. Debit cards, bank transfers, prepaid accounts, and payment apps can follow different rules and deadlines.
Credit card chargeback checklist
Use this order when disputing a posted credit-card charge:
- [ ] If the charge has posted, record the merchant, date, and amount. If a pending charge looks suspicious, contact the issuer immediately rather than waiting for it to post.
- [ ] Report suspected unauthorized use to the card issuer and follow its fraud instructions.
- [ ] Save the statement, receipt, order details, and relevant messages.
- [ ] Contact the merchant when the problem involves delivery, cancellation, or a promised refund.
- [ ] Find the date the first statement containing the error was sent.
- [ ] Calculate the 60-day written-dispute deadline.
- [ ] Send a clear written dispute using the issuer's billing-dispute instructions.
- [ ] Keep a copy of the letter, attachments, delivery proof, and case number.
- [ ] Pay any undisputed portion of the bill on time.
- [ ] Track the issuer's acknowledgment, information requests, temporary credits, and final decision.
Start the issuer process even if you're still waiting for the merchant to respond. A merchant conversation may solve the problem, but it shouldn't cause you to miss the card-dispute deadline.
The credit card dispute timeline
The following deadlines apply to the written billing-error process described by the Federal Trade Commission's guidance on disputing credit card charges.
| Step | General deadline | What to do |
|---|---|---|
| Send written notice | Within 60 days after the first statement with the error was sent | Send the dispute to the issuer using its billing-dispute instructions |
| Issuer acknowledgment | Within 30 days after receiving the dispute, unless the issue is resolved sooner | Save the acknowledgment and any case number |
| Investigation and resolution | Within two complete billing cycles, but no more than 90 days | Answer requests for information and review the final decision |
The 60-day period is tied to the first statement containing the error, not necessarily the purchase date or the day you noticed the problem. If you've moved, check the FTC's address condition as well: for the statutory protections, the issuer must have received your written change of address at least 20 days before the billing period ended.
These deadlines are not the same as a merchant's chargeback-response deadline. A merchant may have a separate window to submit evidence to its payment processor, but that window doesn't replace your obligation to notify the issuer.
A phone call can alert the issuer, especially when fraud is suspected. For the written protections described above, follow up in writing and use the billing-dispute address or method the issuer identifies on your statement or account.
Decide what kind of charge you're disputing
Your explanation should match the actual problem. Don't describe a delivery failure as fraud or claim that you never authorized a purchase when the issue is an incorrect amount.
| Problem | First step | Useful records |
|---|---|---|
| Unauthorized charge | Contact the issuer immediately and follow its fraud instructions | Fraud alerts, account activity, messages, and when you noticed the charge |
| Wrong amount | Compare the statement with your receipt or order confirmation | Receipt, invoice, advertised price, and merchant communications |
| Duplicate charge | Ask the merchant whether both charges were intentional | Both transaction entries, receipt, and merchant response |
| Goods or services never received | Contact the merchant if safe and practical, then notify the issuer | Order confirmation, promised delivery date, tracking history, and correspondence |
| Unordered product or service | Keep the billing record and messages about the transaction | Statement, shipping details, emails, and account records |
| Subscription charged after cancellation | Gather proof of cancellation and its effective date | Cancellation email, confirmation number, terms, and later statement |
| Refund promised but missing | Ask the merchant for the refund date and reference number | Refund confirmation, return tracking, and merchant messages |
The FTC also provides guidance on charges for products you never received or did not order.
A chargeback isn't a guaranteed refund for buyer's remorse or simple dissatisfaction. If the product arrived but you dislike it, the merchant's return terms may matter. Describe what was promised and what happened, and attach records that support those facts.
Gather evidence before sending the dispute
A short, organized submission is easier to review than a collection of unrelated screenshots. Include records that connect directly to the transaction:
- The statement entry: Show the merchant name, transaction date, and amount. Redact your full card number.
- Purchase records: Add the receipt, order confirmation, invoice, or service agreement.
- The merchant's promise: Save the product description, delivery estimate, cancellation terms, or refund policy that applied when you bought.
- Your attempts to resolve the issue: Include emails, chat transcripts, call dates, ticket numbers, and the merchant's replies.
- Delivery or access records: For a missing order, include tracking information. For a digital service, show that access was never provided or ended when promised.
- Cancellation or refund evidence: Include the cancellation date, confirmation message, refund reference, return tracking, and any later statement showing that the credit is missing.
- A simple timeline: List the purchase date, expected delivery or cancellation date, contact attempts, and the date the charge appeared.
- A short explanation: State why the charge is incorrect and what correction you want.
Keep the original emails and files in case the issuer asks for clearer copies. Don't send passwords, complete card numbers, Social Security numbers, or unrelated personal information.
How to write a credit card dispute letter
Your letter can be brief. It should identify the account and transaction, explain the error, and point to the attached evidence.
[Date]
To: [Card issuer and billing-dispute address]
Subject: Billing error dispute for account ending in [last four digits]
I am writing to dispute a charge on my credit-card account.
Merchant: [Merchant name]
Transaction date: [Date]
Amount: [$Amount]
Statement date showing the charge: [Date]
Reason for dispute: [Unauthorized charge, wrong amount, duplicate charge, goods not received, or other accurate description]
Explanation:
[Briefly describe what happened, including the relevant dates. State what the merchant promised, what you received or did not receive, and any steps you took to resolve the issue.]
I request that you investigate this billing error and correct the account. I have enclosed copies of the following records:
1. [Statement or transaction record]
2. [Receipt or order confirmation]
3. [Merchant correspondence]
4. [Delivery, cancellation, or refund evidence]
Please send written confirmation that you received this dispute and provide the result of your investigation.
Sincerely,
[Full name]
[Mailing address]
[Phone or email]Send the letter to the address or through the channel the issuer specifies for billing disputes. If you mail it, use a delivery method that gives you a record. Keep the letter, attachments, and proof of delivery.
What to do after submitting a dispute
Save the submission confirmation, mailing receipt, issuer case number, and every follow-up message. Check the account regularly for a temporary credit, reversal, or request for more information.
For a covered billing error, the FTC says you generally don't have to pay the disputed amount or related finance and other charges while the issuer investigates. Continue paying the undisputed part of the statement by its due date. If you're unsure how to calculate that amount, ask the issuer for written instructions.
Respond promptly if the issuer requests documents. Refer to the original case number and attach only the evidence that answers the request.
A temporary credit isn't necessarily the final result. When the investigation ends, read the issuer's decision and explanation. If the issuer denies the dispute:
- Request the decision and explanation in writing if you don't already have them.
- Compare the stated reason with your original evidence.
- Send a concise follow-up addressing any missing fact or document.
- Ask whether the issuer offers reconsideration, an appeal, or another review process.
- Keep records of all communications and deadlines.
If the issuer doesn't address a documented dispute, use its formal complaint or escalation channel. For a significant loss or a dispute involving complicated facts, a qualified consumer advocate or attorney can explain options that depend on your state and payment method.
What does not control a credit card chargeback
Several policies can be confused with the credit-card billing-error process:
- A merchant's return policy: This may determine whether the merchant offers a voluntary refund, but it doesn't set the deadline for notifying your card issuer.
- A merchant's chargeback response deadline: That deadline applies to the merchant's evidence submission, not your initial written notice.
- A card network's internal rules: Visa, Mastercard, and other networks have operating procedures, but consumers should follow the issuer's instructions and shouldn't assume a network deadline applies universally.
- A debit-card process: Debit cards generally use a different error-resolution framework. Don't assume the credit-card 60-day, 30-day, and 90-day timeline applies.
- A pending authorization: A pending charge may disappear without posting. Monitor it, but contact the issuer immediately if it appears fraudulent.
- A promised merchant refund: A refund can take time to appear. Keep the refund reference and notify the issuer if the credit never arrives. Don't seek duplicate recovery for the same amount.
The payment rail matters. If the transaction came from a debit card, checking account, prepaid account, bank transfer, or payment app, contact that provider promptly and ask for its specific error-reporting procedure.
Common mistakes that weaken a dispute
Waiting for the merchant too long
Contacting the merchant can help with delivery or cancellation problems and creates useful documentation. Set your issuer deadline first, then submit the written dispute before it expires.
Relying only on a phone call
A call may open a customer-service case, but written notice creates a clearer record of the transaction, reason, and evidence. Follow the issuer's instructions for sending that notice.
Sending a vague explanation
"Fraud" or "I didn't like it" doesn't give the issuer enough detail. State whether the charge was unauthorized, duplicated, for the wrong amount, or connected to goods or services you never received.
Ignoring the statement date
The relevant 60-day period starts with the first statement containing the error. Check older statements and act quickly instead of counting from the purchase date.
Stopping payment on the entire bill
The dispute usually concerns one transaction. Pay the rest of the bill according to the issuer's instructions so you don't create a separate payment problem.
Overloading the submission
Dozens of unrelated screenshots can obscure the relevant evidence. Label files clearly, send records tied to the disputed charge, and keep the original versions.
Frequently asked questions
Do I have to contact the merchant before disputing a credit card charge?
Not always. For a missing order, cancellation, or refund issue, contacting the merchant may resolve the problem and creates useful documentation. For suspected fraud, contact the issuer immediately. Either way, don't wait past the issuer's written-dispute deadline.
Can I dispute a charge by phone?
Call the issuer promptly, particularly if the charge may be unauthorized. Then follow the issuer's written-dispute instructions so your notice reaches the correct place within the applicable deadline.
What if I missed the 60-day deadline?
Contact the issuer anyway and explain the circumstances. The federal billing-error protections may be more limited after the deadline, but your card agreement or issuer may provide another review option.
Is a debit-card dispute the same as a credit-card chargeback?
No. The rules and reporting process can differ by payment method. Use the bank's debit-card or electronic-transfer error instructions rather than assuming the credit-card timeline applies.
What happens if the issuer denies my dispute?
Ask for the reason in writing, compare it with your evidence, and request reconsideration or another available review process. Keep the account records and follow any deadline the issuer provides.
This is general information for U.S. consumers, not legal advice. Before sending anything, confirm the issuer's current billing-dispute address and instructions on your statement or account portal.