Short answer: For a qualifying U.S. credit-card billing error, send a written notice to the card issuer's billing-dispute address so it arrives within 60 days after the first statement containing the error was sent. Identify the transaction, describe the problem accurately, request a correction, and attach relevant evidence.

The issuer generally must acknowledge the complaint in writing within 30 days unless it resolves the issue sooner. It must resolve the dispute within two complete billing cycles, and no later than 90 days after receiving the notice. These federal credit-card rules don't automatically apply to debit cards, prepaid cards, ACH transfers, wires, or payment apps.

What controls a chargeback dispute?

"Chargeback" is a broad term for a reversal process that begins when a cardholder challenges a transaction. For a U.S. credit card, the consumer-facing legal process is generally a billing-error dispute handled by the card issuer. The card network and merchant's bank may then apply separate procedures.

The Federal Trade Commission's guidance on disputing credit-card charges says written notice must reach the issuer within 60 days after the first bill containing the error was sent. The billing-dispute address may be different from the address used for payments.

12 CFR 1026.13: Billing Error Resolution covers certain billing errors, including:

A product that differs from its description, a recurring charge after cancellation, or a merchant's failure to issue a promised refund may instead depend on the facts, the issuer's procedures, card-network rules, and the purchase terms. Don't assume that a return policy, network reason code, or dispute form by itself decides whether a claim is valid.

Credit-card, debit-card, and payment-app differences

Payment method or situation First step Important limit
Credit card Send written billing-error notice to the card issuer The 60-day federal notice period applies to qualifying claims
Debit or prepaid card Contact the bank or card issuer immediately Different error-resolution rules and deadlines may apply
ACH, wire, or payment app Use the bank's or provider's fraud or transaction-dispute process A credit-card billing-error letter may not apply
Merchant refund Ask the merchant to correct the transaction A promised refund and an actual posted credit are different things

This article focuses on U.S. credit-card disputes. If you used another payment rail, report the problem promptly and follow that provider's instructions.

Chargeback dispute examples

These are illustrative patterns, not named court cases or guaranteed outcomes. A useful dispute matches the facts, the requested remedy, and the supporting documents.

1. Unauthorized credit-card transaction

Example: You see a $312 charge from a merchant you never used, and no authorized user on the account made the purchase.

Contact the issuer promptly, ask whether the card should be blocked or replaced, and send the required written notice. State that you didn't authorize the transaction. Include the transaction date, amount, merchant name as it appears on the statement, and any information the issuer requests about when you noticed the charge.

An unfamiliar billing descriptor isn't automatically fraud. Check whether it belongs to a parent company, marketplace, delivery service, or subscription provider. If you recognize the purchase but the merchandise was defective or missing, describe that problem instead of calling the transaction unauthorized.

2. Goods or services never arrived

Example: You paid for equipment that the seller promised to ship, but it never arrived. You contacted the seller and received no replacement or refund.

The FTC's guidance for consumers billed for things they never received recommends disputing a credit-card billing error in writing within the 60-day period. Attach the order confirmation, promised delivery date, tracking history, messages with the seller, and any record showing that the package was returned or never delivered.

A shipping confirmation isn't always proof of delivery. Explain whether tracking shows no delivery, delivery to the wrong address, or a return to the seller. If a shipment is delayed, ask the issuer whether it has a procedure for extending the dispute period. Don't rely on an informal promise from the merchant while the deadline is approaching.

3. The product or service materially differed from the description

Example: An online listing advertised a new device with a particular model and features, but the delivered item was a different model and the seller refused to correct the problem.

Save the original listing, order confirmation, photographs, product details, messages with the merchant, and proof of any return attempt. Describe the specific difference. "I was unhappy" is much less useful than identifying the model, feature, condition, or service that did not match the agreement.

A change of mind, failure to read the terms, or general dissatisfaction may not qualify as a federal billing error. A materially different item may be handled under the issuer's or card network's purchase-dispute rules, depending on the facts.

4. Duplicate, incorrect, or misapplied charge

Example: Your statement shows the same $86 purchase twice, or the merchant charged $860 instead of the $86 shown on the receipt.

Attach the receipt, order record, statement, and any message from the merchant acknowledging the mistake. If you made a payment or received a credit that the issuer failed to post, include the payment confirmation, amount, and date.

Use the exact amount and transaction dates. Those details help the issuer compare your statement with its records and distinguish an incorrect amount from a separate purchase.

5. Recurring charge after cancellation

Example: You canceled a subscription online and received a confirmation email, but another monthly charge appeared afterward.

Include the cancellation date, confirmation number, cancellation email, account screenshots, subscription terms, and the statement showing the later charge. Tell the issuer whether you contacted the merchant and what response you received.

The evidence is stronger when the cancellation was completed before the disputed billing date. A subscription you forgot about, or one canceled without following the provider's instructions, may be treated differently.

6. A promised refund never appeared

Example: A seller confirms by email that it will refund $125, but the credit still hasn't appeared after several billing cycles.

Submit the refund promise, original receipt, merchant refund reference if available, and statements showing that no credit posted. Say whether the merchant gave you a processing date or merely promised to issue the refund.

A promised refund isn't the same as a posted credit. If the merchant says the refund was completed, ask for the date, amount, and reference number, then compare those details with your statement. Don't seek a second recovery if the full refund has already posted.

7. A charge for an item you never ordered

Example: A package arrives with no order record, and a related charge appears on your credit-card statement.

Tell the issuer that you didn't place or authorize the order. Keep the package, label, invoice, and messages from the sender. The FTC's guidance specifically addresses consumers who are billed for things they never got or receive unordered products.

How to file a credit-card billing dispute

1. Identify the payment and the actual problem

Check the statement for the merchant descriptor, date, amount, and whether the transaction is pending or posted. A pending authorization may disappear without becoming a final charge; a posted charge is usually the starting point for a billing dispute.

Choose one accurate explanation:

Not every item on this list is automatically a federal billing error. The issuer may use a separate card-network or merchant-dispute category for some claims. If there are two separate errors, identify each transaction separately rather than combining them into one vague complaint.

2. Contact the merchant when the issue concerns the purchase

For non-fraud claims, contact the merchant promptly and request a specific remedy. Email, chat, or another method that creates a record can help. State the order number, problem, amount, and correction you want.

You don't need to wait for a merchant you believe used your card without authorization. Report that transaction to the issuer immediately. For other claims, the merchant's response, or your documented attempt to reach it, can become useful evidence.

3. Gather focused evidence

Use copies instead of sending irreplaceable originals. Depending on the dispute, useful documents may include:

Arrange the documents in the same order as your explanation. Redact unrelated account numbers, passwords, and other private information unless the issuer specifically requests it.

4. Send written notice to the correct address

Use the billing-dispute address printed on the statement or provided in the issuer's billing-error instructions. Include enough information for the issuer to identify your account and the transaction.

For a qualifying claim, the notice must reach the issuer within 60 days after the first statement containing the error was sent. If a statement went to an old address, check the FTC guidance carefully: the issuer generally must have received your written change of address at least 20 days before the billing period ended for the protections to apply.

The FTC's credit-card dispute guidance recommends keeping a copy of the letter. Use a delivery method that records when the issuer received it, and keep the tracking or delivery confirmation with your file.

An online or telephone dispute may be convenient, but don't assume it replaces the written notice needed for the federal billing-error process. If you use the issuer's online form, save the confirmation and ask whether a separate written notice is required.

5. Pay the undisputed part of the bill

For a qualifying written credit-card billing-error dispute, the FTC says you don't need to pay the disputed amount or related finance and other charges while the issuer investigates. Continue paying undisputed charges by their due dates.

If the issuer temporarily credits the account, read its notice to see whether that credit can be reversed after the investigation. Keep enough money available to address the account if the issuer later decides the charge was valid.

6. Track the investigation

Keep a simple log containing:

For a qualifying billing-error notice, the issuer generally must acknowledge the complaint in writing within 30 days unless it resolves the issue sooner. It must resolve the dispute within two complete billing cycles, but no later than 90 days after receiving the notice.

Those are timing limits for the federal credit-card billing-error process, not a universal deadline for every payment-app or card-network dispute. If the issuer misses a timing requirement, contact it with your delivery record and ask for the status and applicable escalation procedure.

Credit-card dispute letter template

Send the letter to the issuer's billing-dispute address, not automatically to the payment address. Replace the bracketed information and attach copies of your evidence.

[Your name]
[Your mailing address]
[City, State ZIP code]
[Date]

[Card issuer name]
Billing Disputes
[Address shown on your statement]

Re: Billing error on account ending in [last four digits]

I am writing to dispute a charge on my credit-card account:

Merchant: [merchant name as shown on statement]
Transaction date: [date]
Amount: [$ amount]

The reason for my dispute is: [brief, factual explanation].

[Explain what happened in two or three sentences. Include the date you
contacted the merchant and the result, if relevant.]

Please investigate this billing error and correct my account. I have enclosed
copies of documents supporting my dispute, including [list the key documents].
Please send written confirmation of the result and identify any additional
information you need.

Sincerely,

[Signature]
[Printed name]
[Phone or email, if useful]

Don't include your full card number or Social Security number in an ordinary letter unless the issuer's instructions specifically require it. Use the last four digits and the issuer's secure process where available.

Sample wording for common disputes

Unauthorized charge

I did not make or authorize the $[amount] transaction from [merchant] dated [date]. No authorized user made this purchase. I reported the transaction to the issuer on [date] and request an investigation and correction to my account.

Merchandise not received

I paid $[amount] to [merchant] on [date] for [item]. The promised delivery date was [date], but the item was not delivered. Tracking shows [brief status]. I contacted the merchant on [date] and requested [replacement or refund], but the matter remains unresolved.

Subscription charged after cancellation

I canceled the [service] on [date] using [method] and received confirmation [number or email]. The $[amount] charge dated [date] occurred after cancellation. I have enclosed the cancellation confirmation and my communication with the merchant.

Refund not credited

[Merchant] agreed to refund $[amount] on [date] under reference [number]. The credit has not appeared on my statements through [date]. I have enclosed the merchant's confirmation and the relevant statement pages.

Evidence strategies that make a dispute clearer

Match each document to one fact

A tracking page should support a delivery claim. A cancellation email should support a recurring-charge claim. A receipt should support the amount or duplicate-charge claim. Label attachments so the issuer can see what each document is meant to prove.

Use a short chronology

Write the events in date order:

  1. Purchase or charge date
  2. Promised delivery, service, or billing date
  3. Date you noticed the problem
  4. Date you contacted the merchant
  5. Merchant's response
  6. Date you notified the issuer

A clear timeline is more useful than a long narrative.

State the remedy you want

Say whether you want the disputed charge removed, a missing credit applied, or a duplicate charge corrected. If you received part of an order or a partial refund, identify the exact remaining amount.

Be precise about authorization

A recognizable purchase that later caused regret isn't automatically unauthorized. Don't use a fraud category to avoid a merchant's return policy. False or exaggerated information can undermine the rest of your claim.

Keep records after submission

Save the letter, attachments, delivery confirmation, issuer notices, and final decision. If the issuer asks for more information, respond by its stated date and keep proof of your response.

If you're a merchant responding to a chargeback

A merchant's response is often called representment. The processor or acquiring bank normally provides the response instructions and deadline. The time allowed can vary by processor, card network, case type, and account agreement, so the merchant should follow the case notice rather than the consumer's 60-day deadline.

A useful response should:

A matching IP address, device record, or previous purchase may support an authorization argument, but it doesn't prove by itself that the disputed transaction was authorized. A delivery record should also match the order and address in question.

An illustrative merchant response could read:

Dispute reference: [reference]
Transaction: [date, amount, order number]
Claimed reason: [reason shown by processor]

The claim states that [brief summary]. Our records show that [specific fact].
The relevant evidence is attached: [numbered list of documents]. In particular,
[explain how the key document addresses the claim].

We request review of the attached records and reversal of the dispute if the
evidence satisfies the applicable requirements.

Merchants shouldn't rely on unsupported statistics or generic statements about fraud. The response should connect each document to the customer's stated reason.

Common reasons disputes fail

A claim can be factually valid and still become difficult because of a process mistake. Watch for these problems:

If your evidence is incomplete, submit what you have and explain what you're still trying to obtain. Don't manufacture certainty where the records are unclear.

What to do if the issuer denies the dispute

Read the decision carefully. It may say that the transaction was authorized, the merchant supplied delivery evidence, the notice was late, or the documents didn't establish the claimed error.

Then:

  1. Compare the decision with your statement, letter, and delivery record.
  2. Ask the issuer for the specific reason for the denial and the evidence it relied on.
  3. Ask whether the issuer accepts a reconsideration or additional-document request.
  4. Provide only new, relevant information and identify what it proves.
  5. Keep copies of every response and note each deadline.

If the issuer's response conflicts with the dates in the federal billing-error process, point out the date it received your notice and ask for a review through its formal complaint or escalation channel. For a debit, ACH, wire, or payment-app transaction, use that provider's separate error or fraud process instead.

Frequently asked questions

Is a chargeback the same as a refund?

No. A refund is issued by the merchant. A chargeback starts when the cardholder asks the issuer to investigate and potentially reverse a transaction. If the merchant has already issued a refund, check whether it has posted before opening or continuing a dispute.

How long do I have to dispute a credit-card charge?

For a qualifying U.S. credit-card billing error, written notice must reach the issuer within 60 days after the first statement containing the error was sent. The issuer generally has 30 days to acknowledge the complaint and up to two complete billing cycles, but no more than 90 days, to resolve it.

Some issuers may extend the 60-day period when a shipment is delayed. Ask the issuer about that option rather than assuming the deadline has been extended.

Can I use this letter for a debit-card purchase?

Not automatically. Debit cards, prepaid cards, ACH payments, wires, and payment apps can follow different laws, contracts, and deadlines. Contact the bank or provider as soon as you notice the problem and use its required dispute method.

Do I have to contact the merchant before disputing a charge?

For a purchase problem, contacting the merchant first can create a useful record and may produce a faster refund. Don't delay reporting a transaction you believe is unauthorized. Keep the merchant's response, or your documented attempt to reach it, with your dispute evidence.

What evidence is best for a non-delivery dispute?

Start with the order confirmation, promised delivery date, tracking history, merchant messages, and any refund or replacement request. Explain exactly what the tracking record shows and whether the item was returned, delivered elsewhere, or never marked delivered.

Do I need to know the Visa or Mastercard reason code?

Usually not. The issuer or processor assigns the applicable category. Describe the facts accurately, use the issuer's requested category, and don't guess at a network code that doesn't appear in your notice.

Sources and rule references