If a U.S. credit card charge is unauthorized, incorrect, duplicated, or billed for something that wasn't delivered as agreed, write to the card issuer and ask it to investigate. Do that before the federal billing-error deadline, even if you also call the merchant or tap a dispute button in the issuer's app.

Issuers may call the same request a billing dispute, billing error claim, or chargeback. Those labels are not interchangeable with a refund. A refund is a credit the merchant posts after you return an item or they agree the charge was wrong. A chargeback is an issuer-led investigation. It can reverse the payment if the evidence supports your claim. It is not a guaranteed credit.

These steps apply to U.S. credit card accounts. Debit cards, prepaid cards, bank transfers, and payment-app balances use different procedures and different clocks.

What rule controls a credit card chargeback?

For many billing errors on U.S. credit cards, the Fair Credit Billing Act (FCBA) is the consumer-protection rule that matters. Written notice generally has to reach the issuer within 60 days after the first statement containing the error was sent to you.

The issuer's phone script, Visa or Mastercard workflow, and the store's return policy can still affect how a claim is handled. They do not all mean the same thing. Federal billing-error rules set notice and investigation requirements for qualifying credit card disputes. Network procedures supply reason codes and evidence categories; a reason code is not itself a consumer right. A merchant refund policy can get the seller to fix a mistake voluntarily, but it does not replace the issuer's process. Internal issuer rules decide how you submit documents, whether you can appeal, and whether the bank sets an earlier operational deadline.

The Federal Trade Commission's guidance on using credit cards and disputing charges explains the written-notice process.

Which problems may qualify as billing errors?

Describe what actually happened. Calling an authorized purchase "fraud" when the real problem is non-delivery can send the claim into the wrong review category.

Common billing-error situations include an unauthorized charge; a wrong amount or the same transaction billed more than once; a payment or merchant credit missing from the account; a charge for goods or services you never accepted or that weren't delivered as agreed; and statement details that are inaccurate enough to keep you from identifying the charge.

An unfamiliar merchant name is not automatically fraud. Check the statement descriptor, the receipt, subscription records, and whether someone else in the household made the purchase. If you still don't recognize it, report it to the issuer.

A damaged item, poor-quality service, or a fight over the seller's return policy may need a merchant complaint first and may be handled under a separate issuer or network procedure. Buyer's remorse alone is usually not enough to reverse a completed, authorized purchase.

How to dispute a credit card charge

1. Review the statement and transaction

Write down the merchant name shown on the statement, the transaction date and amount, any order or confirmation number, whether the charge is pending or posted, and why you believe it is wrong.

A pending authorization can change or drop off without becoming a completed charge. Ask the issuer whether it wants you to wait for the transaction to post before you file a formal dispute.

2. Contact the merchant when that helps

For a duplicate charge, missing refund, delivery problem, or incorrect amount, ask the merchant for a specific correction. Save the email, chat transcript, cancellation record, return tracking, and any case number.

Don't wait on a merchant reply if the 60-day credit card dispute deadline is close. You can tell the issuer you contacted the seller. Still send the formal notice on time. If the charge is clearly unauthorized, contact the issuer first using the number on the back of the card or the issuer's official app.

3. Send a written dispute to the billing-inquiries address

Use the issuer's billing-inquiries address on your statement. That address is often different from the one used for payments or general mail.

Identify the account and the transaction, and explain why the charge is incorrect. Include copies of supporting documents, not originals. A phone call or app submission may start the issuer's workflow. Don't assume it replaces the written notice required for the federal billing-error process.

You can adapt this template:

Date: [Month Day, Year]

To: Billing Inquiries
[Card issuer name and address]

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

I am disputing a charge of [$ amount] from [merchant] dated [transaction date].
The charge is incorrect because [brief, factual explanation].

Please investigate this billing error and correct my account if the charge is not valid.

Enclosures: [list receipts, statements, delivery records, merchant messages, or other documents]

Sincerely,

[Full name]
[Billing address]
[Phone or email]

Send the letter early enough for it to reach the issuer within 60 days after the first statement with the error was sent. Keep a complete copy and proof that the issuer received it.

4. Match the evidence to the reason

A short timeline usually beats a long narrative. Attach only what proves the issue.

For an unauthorized charge, use the statement, any fraud report, relevant account alerts, and details showing you didn't authorize the transaction. For non-delivery, use the order confirmation, promised delivery date, tracking history, and messages with the seller. For a wrong amount or duplicate, use the receipt, invoice, checkout screen, and the statement line. For a missing refund, use the return or cancellation confirmation, any merchant promise to refund, a refund reference number, and later statements. For a subscription problem, use the cancellation request, the applicable terms, confirmation of cancellation, and the dates of later charges.

Highlight the disputed line and say what each attachment proves.

5. Keep paying undisputed amounts

A fight over one transaction does not cancel the rest of the bill. Continue paying undisputed charges, and follow the issuer's instructions about the disputed amount while the investigation is pending.

If the statement mixes disputed and undisputed amounts, ask how the issuer calculates the minimum payment during the review. Keep copies of payments and statements.

6. Track what the issuer does next

Save the confirmation number, the date you submitted the claim, copies of every document, and all messages from the issuer. Reply quickly if it asks for more information.

For a general explanation of the bank-side process, see Chase's guide to disputing a credit card charge.

Credit card dispute deadlines

The federal billing-error timeline is separate from a card network's operational chargeback timeline.

The 60-day period is generally measured from when the first statement with the error was sent, not from the day you noticed the problem. If you changed your billing address, special notice requirements may apply. The FTC says the issuer generally must have received your written address change at least 20 days before the relevant billing period ended for the procedure to apply as described.

If you've already missed the 60-day period, send the information anyway and ask whether the issuer can review the claim under its card or network policy. Don't assume a general "120-day chargeback rule" applies to every transaction.

What happens after you file?

The issuer reviews your description and evidence and may seek records from the merchant or payment network. It can ask you to clarify the transaction, submit a form, or send more documents.

If the issuer agrees the charge is incorrect, it should explain how the account was corrected. If it rejects the claim, read the written reason. Typical grounds include merchant delivery evidence, an authorized transaction, incomplete documents, or a claim filed outside the applicable period.

A denial is not a reason to resend the same packet. Identify the specific reason, gather evidence that answers that point, and request reconsideration or use the issuer's appeal process before its stated deadline. If the issuer says your notice was late or went to the wrong address, ask for that explanation in writing. Escalate to a supervisor or the issuer's formal complaint channel if the process was not followed.

Keep the original letter, delivery proof, statements, and the issuer's response together if you need to complain further.

PayPal transactions and other payment methods

PayPal's buyer-protection process is a platform policy, not the same process as an FCBA credit card billing-error claim. PayPal's U.S. Purchase Protection terms say a dispute generally must be opened within 180 days of the payment. Some delivery or fulfillment claims must be opened within 30 days of delivery or fulfillment, or within 180 days of the payment, whichever comes first. Eligibility and exclusions depend on the specific claim.

If you paid through PayPal with a credit card, identify which account was actually charged and ask the issuer how it wants the transaction handled. Avoid seeking the same money through two processes. A payment or credit from one route can affect the other.

FCBA billing-error rules do not set the process for debit cards, prepaid cards, ACH transfers, wires, or payment-app balances. Contact that provider promptly and follow its error-reporting instructions. Deadlines and protections may be different.

Common questions

A chargeback is not guaranteed to return the money. The issuer investigates and weighs the evidence. A merchant response, delivery record, authorization data, or missed deadline can change the outcome.

You can contact the merchant first, and that often fixes billing mistakes faster. Don't delay written notice to the card issuer while you wait for a reply.

If you don't recognize the merchant name, check the statement descriptor, receipts, subscriptions, and household purchases. If the charge is still unfamiliar, report it to the issuer as potentially unauthorized and follow its security instructions.

If the issuer denies the dispute, read the denial reason, send targeted additional evidence, and use the reconsideration or appeal process within the issuer's deadline. Keep every document, and ask for important decisions in writing.

Pull the statement that shows the charge, write a one-paragraph timeline, and confirm the billing-inquiries address before you send the letter.