If a U.S. credit card charge is wrong, send a written dispute to the card issuer, not only to the merchant. Include the statement descriptor, transaction date, amount, account last four digits, the first statement date containing the error, a clear explanation, and supporting records. For a billing error covered by federal law, the notice generally must reach the issuer within 60 days after the first statement containing the error was sent.
The Federal Trade Commission's guidance on disputing credit card charges says the issuer generally must acknowledge the complaint within 30 days, unless it has already resolved the issue, and resolve the dispute within 90 days. These templates help you organize the notice. The issuer's statement instructions, secure form, and case deadline still control.
This information is for U.S. consumers using credit cards. Debit cards, prepaid cards, bank transfers, wires, payment apps funded from a bank account, and buy now, pay later services can have different procedures and deadlines.
What controls a credit card dispute?
People often use "chargeback" and "billing error" as if they mean the same thing, but they describe different parts of the process:
- A billing-error notice is the written complaint sent to the credit card issuer.
- A chargeback is the issuer and card-network process used to investigate and potentially reverse a transaction.
- A merchant refund request is a separate attempt to resolve the problem with the seller.
Under Regulation Z, 12 C.F.R. section 1026.13, billing-error categories can include:
- A transaction that was not made by the consumer or an authorized user.
- A transaction that was not identified as required on the statement.
- An incorrect amount.
- Goods or services that were not accepted or were not delivered as agreed.
- A payment or other credit that was not properly posted.
- A computational or similar accounting error.
Not every disagreement with a merchant is automatically a federal billing error. For example, a product that is merely disappointing or not as described may be handled under the issuer's or card network's dispute rules instead. Use the deadline and channel the issuer gives you.
The issuer decides how to classify and investigate the case. You don't need to choose a Visa or Mastercard reason code from an online list. If the issuer gives you a case category or code, repeat it exactly. Otherwise, describe the facts in plain language.
A merchant may submit a rebuttal through its payment processor. If that happens, respond through the issuer's dispute channel rather than contacting the card network or the merchant's bank directly.
Before sending a dispute
Take these steps before copying a template:
- Check the payment method. Confirm that the transaction was charged to a credit card, not a debit card or another payment service. If the charge appears unauthorized, use the issuer's fraud or account-security channel promptly as well.
- Find the relevant statement. Record the date shown on the first statement containing the error and, if available, when that statement was sent or made available. The federal 60-day period is tied to the first statement containing the error, not necessarily the purchase date.
- Record the transaction details. Note the merchant name or statement descriptor, transaction date, amount, account last four digits, and any order, refund, or case number.
- Build a short timeline. List what you ordered or paid for, what the merchant promised, what happened, when you contacted the merchant, and how the merchant responded.
- Gather relevant evidence. Use receipts, order confirmations, tracking information, refund confirmations, screenshots, photographs, and merchant messages. Explain what each attachment proves.
- Contact the merchant when appropriate. For delivery, quality, cancellation, or refund problems, a written request may resolve the matter and create a useful record. Don't let that request delay notice to the issuer.
- Use the correct issuer channel. Check the back of the card and the statement for the billing-dispute address or secure online form. A general customer-service email or phone call may not preserve a formal written billing-error notice.
- Protect your information. Use only the last four digits of the card unless the issuer's secure system specifically requests more. Never include your password, PIN, or full card number in ordinary email.
Keep a copy of everything you send. Save the issuer's confirmation, case number, upload receipt, or proof of delivery.
Credit card dispute templates
Replace every bracketed field and delete instructions that don't apply. Keep the explanation factual and chronological. For a formal billing-error notice, send the completed template through the issuer's billing-dispute channel.
1. General credit card billing-error notice
Use this when you need a general written notice or aren't sure which specific template fits.
Subject: Credit card billing error dispute: [Merchant] - [$Amount] - [Date]
Dear [Issuer's Billing Disputes Team],
I am writing to dispute a billing error on my credit card account ending in [last four digits]. The charge appears on the statement dated [statement date], which was first sent to me on [date].
Merchant or statement descriptor: [name]
Transaction date: [date]
Disputed amount: [$amount]
Reason for dispute: [brief description]
[Explain in two or three sentences what is incorrect. State what you expected and what appeared on the statement.]
Please investigate this charge and correct the account if your investigation confirms the error. I have attached [list the documents]. Please confirm receipt and tell me if you need additional information.
Full name: [name]
Mailing address: [address]
Phone or secure contact method: [contact information]
Account ending in: [last four digits]
Sincerely,
[Name]2. Unauthorized credit card charge
Use this only if you genuinely did not authorize the transaction. Don't describe an authorized purchase with a delivery, quality, or refund problem as "unauthorized."
Subject: Dispute of unauthorized credit card charge: [$Amount] - [Date]
Dear [Issuer's Billing Disputes Team],
I am disputing a charge of [$amount] from [merchant or statement descriptor] dated [transaction date] on my credit card account ending in [last four digits].
I did not authorize this transaction, and I did not authorize anyone else to make it. I first noticed the charge on the statement dated [statement date].
Please investigate the transaction and tell me what security steps or forms you require. I have attached a copy of the relevant statement section with sensitive information removed.
Please confirm receipt of this notice and provide the dispute case number.
Full name: [name]
Phone or secure contact method: [contact information]
Sincerely,
[Name]Report a suspected unauthorized transaction promptly through the issuer's phone or secure fraud channel as well. The written notice creates a clear record, but it should not be your only security step.
3. Incorrect amount or duplicate charge
Use only the paragraph that matches your problem. Dispute the specific incorrect or duplicate amount when you can identify it.
Subject: Dispute of incorrect or duplicate charge: [Merchant] - [Date]
Dear [Issuer's Billing Disputes Team],
I am disputing a charge on my credit card account ending in [last four digits].
Merchant or statement descriptor: [name]
Transaction date: [date]
Amount shown on statement: [$amount]
Correct amount, if applicable: [$correct amount]
[Use one of the following paragraphs:]
I authorized a purchase of [$correct amount], but the statement shows [$amount]. The receipt or order confirmation is attached.
The same purchase appears more than once on my statement. The duplicate entries appear on [dates] and have the following amounts: [amounts].
Please investigate and correct the incorrect or duplicate amount. Attached are [receipt, order confirmation, statement section, and any merchant correspondence].
Please confirm receipt and provide the dispute case number.
Sincerely,
[Name]
Account ending in [last four digits]
[Contact information]4. Goods not received or service not provided
This template fits an order or service that was not delivered or performed as agreed. Include the promised date and the actual tracking or service record.
Subject: Dispute for goods or services not received: Order [Order ID]
Dear [Issuer's Billing Disputes Team],
I am disputing a charge of [$amount] from [merchant] dated [transaction date] on my credit card account ending in [last four digits].
I placed the order on [date]. The merchant promised delivery or performance by [date], but [explain what did not happen]. The tracking information shows [status], or no usable delivery information was provided.
I contacted the merchant on [dates] using [email, phone, or message system]. The response was [brief summary], but the issue remains unresolved.
Please investigate the charge. Attached are the order confirmation, promised delivery information, tracking record, merchant communications, and [any cancellation or refund request].
Please confirm receipt and advise whether more information is required.
Sincerely,
[Name]
Account ending in [last four digits]
[Contact information]Describe the delivery facts instead of simply writing "the seller is a scam." Include the promised date, actual tracking status, delivery address if relevant, and your attempts to resolve the problem.
5. Item or service not as described
An item-not-as-described complaint may be handled under the issuer's or card network's dispute rules rather than the federal billing-error procedure. Check the issuer's deadline before sending this notice.
Subject: Dispute for purchase not as described: Order [Order ID]
Dear [Issuer's Dispute Team],
I am disputing [$amount] charged by [merchant] on [transaction date] to my credit card ending in [last four digits].
The product or service I received was not as described or agreed. The listing, order, or contract stated [brief description]. What I received or experienced was [specific difference].
I contacted the merchant on [dates] and requested [refund, replacement, cancellation, or another remedy]. The merchant responded [summary], or did not respond.
Attached are the order confirmation, original description, photographs or service records, return information, and communications with the merchant.
Please review the transaction under the applicable dispute procedure and let me know the next step.
Sincerely,
[Name]
Account ending in [last four digits]
[Contact information]Use specific differences that can be documented. Avoid exaggerating the condition or value of an item.
6. Refund or credit not posted
Use this when the merchant confirmed a refund or credit and it has not appeared. A promise to consider a refund is different from confirmation that one was processed, so include the exact wording and date if available.
Subject: Dispute for refund not credited: [Merchant] - [$Amount]
Dear [Issuer's Billing Disputes Team],
I am disputing the failure to receive a credit connected with my credit card account ending in [last four digits].
Original transaction: [date and amount]
Merchant: [name]
Refund amount: [$amount]
Refund promised or processed on: [date]
Refund reference number: [reference, if available]
The merchant confirmed that [the refund was processed or the refund would be issued], but the credit does not appear on my statement through [date]. I contacted the merchant again on [date] and received [response or no response].
Attached are the merchant's refund confirmation, relevant account messages, and the statement showing that the credit is missing.
Please investigate and correct the account if the credit was not properly posted.
Sincerely,
[Name]
[Contact information]A pending refund may take time to post. Include the merchant's stated processing date and check whether the credit appears under a different descriptor before sending the dispute.
7. Payment or other credit was not posted
Subject: Payment not credited to credit card account ending in [Last Four]
Dear [Issuer's Billing Disputes Team],
I am writing about a payment or credit that has not been properly reflected on my credit card account ending in [last four digits].
Payment or credit amount: [$amount]
Date submitted: [date]
Payment method: [issuer payment system, bank bill pay, check, or other method]
Confirmation or reference number: [number]
My records show that the payment or credit was made on [date], but the statement dated [date] does not show it, or shows an incorrect amount. I have attached the payment confirmation and the relevant statement section.
Please investigate, apply the payment or credit correctly, and confirm the result in writing.
Sincerely,
[Name]
[Contact information]Do not send bank login credentials as proof. A confirmation page, transaction reference, or redacted account record is usually safer.
8. Written request to the merchant before disputing
Use this for an authorized transaction involving delivery, cancellation, product condition, or a promised refund. It does not replace a timely notice to the card issuer.
Subject: Request to resolve order [Order ID]
Hello [Merchant or Customer Service Team],
I am contacting you about order [order ID], charged on [date] for [$amount].
The problem is: [describe the missing item, service issue, incorrect amount, cancellation, or other specific problem].
I am requesting [the remedy you want]. Please confirm how you will resolve this and when I should expect the refund, replacement, or corrected charge. I have attached [receipt, order confirmation, photographs, tracking record, or prior correspondence].
Please respond by [reasonable date]. I would prefer to resolve this directly, but I will keep a record of this request for my card issuer if the matter remains unresolved.
Thank you,
[Name]
[Order email or customer number]
[Contact information]Don't use this template first if the charge is unauthorized. Contact the issuer's fraud department promptly instead.
9. Response to a merchant's chargeback rebuttal
A merchant may submit delivery records, usage logs, terms, or other evidence. If the issuer asks for a response, answer the specific points through the issuer's secure portal or case email.
Subject: Additional information for dispute [Case ID]
Dear [Issuer's Dispute Team],
I am responding to the information submitted by [merchant] in dispute case [case ID] concerning the [$amount] charge dated [date].
The merchant states: [quote or summarize the specific claim].
That statement is incomplete or inaccurate because: [state the facts clearly]. For example, [the delivery address was not mine, the refund was promised but never posted, the payment was duplicated, or the item differed from the written description].
The attached records support my response:
1. [Document and what it proves]
2. [Document and what it proves]
3. [Document and what it proves]
Please add this information to my dispute file and let me know whether another response is required by a specific date.
Sincerely,
[Name]
Account ending in [last four digits]
[Contact information]Respond to facts, not tone. If the merchant's evidence is accurate but doesn't address your actual complaint, state exactly what remains unresolved.
10. Request for reconsideration after a denial
Subject: Request for reconsideration of dispute [Case ID]
Dear [Issuer's Dispute Team],
I received your decision dated [date denying or closing the dispute] for case [case ID] and the [$amount] charge from [merchant].
I disagree with the decision because [brief factual explanation]. The evidence supporting my position includes [list the most important documents]. I have attached [new or previously submitted evidence].
Please provide the written explanation for the decision, identify the documents relied on, and tell me whether an appeal or reconsideration process is available. If this message can be treated as a request for reconsideration, please add it to the case file and confirm the next deadline.
Sincerely,
[Name]
Account ending in [last four digits]
[Contact information]Asking for the basis of a denial can show whether the issuer misunderstood the transaction, lacked a document, or applied a different dispute category.
Evidence to match to the problem
| Dispute reason | Useful evidence | Detail to include |
|---|---|---|
| Unauthorized charge | Statement section, fraud report or issuer call reference, account-security records | Say whether you contacted the issuer and when you noticed the charge |
| Incorrect amount | Receipt, order confirmation, advertised price, statement | Show the expected amount and the amount actually charged |
| Duplicate transaction | Statement with both entries, receipt, order history | Identify the legitimate charge and the duplicate |
| Goods or services not received | Order confirmation, promised delivery date, tracking, merchant messages | Explain what was promised and what actually happened |
| Item not as described | Original listing, contract, photos, return record, merchant response | Describe the specific difference without exaggeration |
| Refund not credited | Refund confirmation, reference number, statement after the promised date | State the refund amount and the date the merchant said it was processed |
| Payment not credited | Payment confirmation, reference number, redacted bank record, statement | Show when and how the payment was made |
Name attachments clearly, such as 01_order_confirmation.pdf or 02_tracking_record.pdf. A short timeline at the top of your message can be more useful than a large collection of unexplained screenshots.
Deadlines and what happens next
The FTC describes the federal credit card billing-error process as follows:
- Within 60 days: Your written notice should reach the issuer within 60 days after the first statement containing the error was sent.
- Within 30 days: The issuer generally must acknowledge the complaint in writing unless it has already resolved the problem.
- Within 90 days: The issuer generally must resolve the dispute and tell you the result.
The 60-day period is not simply 60 days from the purchase date. Use the first statement containing the error and keep proof of when your notice was submitted or delivered.
These timeframes apply to the covered federal billing-error process, not automatically to every payment dispute. Your card issuer may also set a separate deadline for uploading documents or responding to a merchant. Meet the earlier deadline when they differ.
If you are relying on the formal billing-error procedure, follow the statement's instructions for the billing-dispute address or secure channel. Don't assume that a phone call or a general customer-service email satisfies the written-notice requirement.
While the case is pending, monitor the account and follow the issuer's payment instructions. Continue paying amounts you don't dispute, and ask the issuer how it wants you to handle the disputed portion and any minimum payment while the investigation continues. Don't assume a temporary credit is the final decision.
If a statement was sent to an old address, there may be an additional condition. The FTC says you must have sent the issuer a written change of address at least 20 days before the billing period ended to use the billing-error procedure for that problem.
If the merchant fights the dispute
A merchant's rebuttal doesn't mean you should start over. Read the issuer's notice and respond to the particular evidence the merchant submitted.
Useful responses often address:
- A delivery record showing the wrong address or an undelivered status.
- A signature that doesn't match the delivery facts.
- A refund confirmation that isn't reflected on the account.
- A cancellation made before the service period began.
- A product description that differs from what was delivered.
- A statement that the transaction was authorized when your actual complaint is non-delivery or an incorrect amount.
Send your response to the issuer's case channel. Don't send a merchant-side rebuttal to the card network or a payment processor unless the issuer specifically tells you to do so. You don't need to select a network reason code yourself; focus on the transaction facts and the records that support them.
PayPal and marketplace purchases
A PayPal or marketplace case has its own account rules and deadline. It isn't automatically governed by the federal 60-day credit card billing-error period, especially if the payment came from a bank account or an in-app balance.
PayPal's published guidance for item-not-received and significantly-not-as-described disputes describes a 20-day dispute stage before automatic closure unless the dispute is escalated. The linked page is locale-specific, so use the deadline displayed in your own Resolution Center and follow the terms attached to your account.
For an eBay or other marketplace order, save the order number, listing, seller messages, tracking, and platform case history. If you open both a platform case and a credit card dispute, accurately disclose that when asked and keep your descriptions consistent.
Common mistakes that weaken a dispute
- Sending a complaint only to the merchant and missing the issuer's deadline.
- Calling a product-quality or delivery problem "fraud."
- Disputing the full purchase when only part of the amount is wrong.
- Omitting the first statement date, transaction date, or amount.
- Attaching screenshots without explaining what they show.
- Sending full card details through ordinary email.
- Choosing an online reason code that the issuer didn't assign.
- Ignoring a request for additional information.
- Treating a temporary account credit as a final ruling.
- Sending a rebuttal to the merchant or processor instead of through the issuer's case channel.
If the issuer denies the dispute
Ask for the written reason for the decision and the documents or facts used to reach it. Compare that explanation with your evidence. If you have a new record, such as a refund confirmation or proof that the delivery address was wrong, submit it with a concise reconsideration request.
Use the issuer's stated appeal process if one is available. If you believe the issuer mishandled a covered credit card billing error and the issue remains unresolved, review the CFPB's credit card dispute information and consider submitting a complaint. A complaint can request a response from the company, but it doesn't guarantee that the charge will be reversed.
Quick answers
Can I email a chargeback dispute instead of mailing a letter?
Only if your issuer permits that channel for disputes. You can adapt these samples for a secure message or email, but a general customer-service email may not satisfy the formal billing-error procedure. If you are relying on that procedure, follow the statement's instructions for the billing-dispute address or secure channel. Keep a copy and proof of delivery or submission.
Is the deadline 60 days after the purchase?
Usually, the federal billing-error notice deadline described by the FTC is measured from when the first statement containing the error was sent, not from the purchase date. Other payment methods, card-network disputes, and platform cases can use different deadlines.
Should I contact the merchant first?
For an authorized purchase involving delivery, quality, cancellation, or a missing refund, contacting the merchant can resolve the issue and create useful evidence. It doesn't replace notifying the card issuer on time. For an unauthorized transaction, contact the issuer promptly instead of waiting for the merchant.
What if the charge was made with a debit card?
Don't assume the credit card templates or 60-day process apply. Contact the debit card issuer or payment provider promptly and use its debit-dispute procedure.
These templates are general U.S. consumer information, not legal advice. Start by checking the first statement date, then use the issuer's official dispute channel and submit a short factual notice with the records that support your position.