How To Win a Credit Card Dispute—A Detailed Walkthrough
As a credit card holder, you have rights and protections under the Fair Credit Billing Act (FCBA) to dispute questionable charges on your statement[1].
In fact, 50% of American credit card holders have filed a dispute at some point, and 96% of them have won their latest dispute[2]. With the right knowledge and approach, you can successfully dispute a charge and protect yourself from unauthorized or excessive charges.
We've put together this guide on how to win a credit card dispute, complete with strategies, timelines, and best practices, to help you navigate the process with confidence. We'll also introduce virtual cards and show you how they can help you avoid the payment dispute process altogether.
What Is a Credit Card Dispute—The Basics
A credit card dispute is the first step in the payment dispute resolution process. It happens when you notice an issue with a charge on your credit card statement and decide to challenge it with your card issuer to get a chargeback.
There are several reasons for credit card disputes, including:
- Unauthorized or fraudulent charges
- Erroneous or incorrect billing (incorrect amounts, undisclosed fees, and duplicate charges)
- Defective or damaged goods or services
- Goods or services that don’t match their advertised description
- Undelivered goods or services
- Canceled or returned orders not reflected on the statement
Before you file a dispute, it's strongly advised that you contact the merchant first to potentially resolve the issue. They can issue a refund, correct the charge, or offer a product replacement. However, if the merchant is unresponsive or unwilling to cooperate, you can proceed with filing a dispute.
When you file a dispute, your credit card issuer initiates an investigation into the charge. They’ll work with the merchant to resolve the issue and determine if a chargeback is warranted. Sometimes, a provisional credit may be issued to your account while the investigation is ongoing.
Once your card issuer has concluded the investigation, what happens next depends on the outcome. If the dispute is resolved in your favor, the issuer will credit your account for the disputed amount or let you keep the temporary credit. If the merchant successfully fights the chargeback, you won’t get your funds back, and any provisional credit issued to you will be reversed.
Tips To Win a Credit Card Dispute
The key to winning a credit card dispute lies in how well you prepare and present your case. To increase your chances of success, you should:
- Review the transaction details thoroughly
- Act timely
- Gather evidence to build a strong case
- Follow the proper dispute process
- Keep tabs on your dispute status
Review the Transaction Details Thoroughly
It's easy to panic the moment you see a questionable charge on your statement. However, before you file a dispute, you should review the transaction details carefully to understand what may have happened and whether you have grounds to contest the charge.
Sometimes, it could be a transaction a family member or authorized user made without your knowledge or a charge for a subscription service you forgot to cancel. In such cases, contacting the merchant directly could be a better way to resolve the issue.
Other invalid reasons to dispute a charge include:
- Having buyer’s remorse
- Forgetting about the purchase
- Waiting too long to return an item and missing the merchant's return window
- Not wanting to wait for a refund to process after you requested it
Act Timely
Under the FCBA, you should notify your card issuer of the dispute within 60 days from the statement mailing date[3]. However, the actual timeframe for filing a dispute might be longer—your card issuer or card network might allow you more time under their policies.
To ensure you file the dispute on time, you should inquire with your card issuer about the exact time limits. If you wait too long to file a dispute and miss the deadline, your chances of winning the dispute could be negatively affected.
Gather Evidence To Build a Strong Case
A successful dispute process hinges on your ability to provide sufficient evidence to support your claim. Your card issuer will use this evidence to determine the validity of your dispute.
Documents that can help with the investigation may include:
- Receipts, invoices, or order confirmation emails
- Shipping and delivery confirmations
- Product photos showing defects or damages
- Correspondence with the merchant (emails, chats, or letters)
The information you provide with the evidence should be accurate, complete, and well-organized. You want to make it easy for the issuer to understand your claim.
Follow the Proper Dispute Process
Each credit card issuer may have a unique dispute process, and it's essential to follow the proper steps for a successful outcome. Typically, you can file a dispute online, over the phone, or by mail.
If you opt to file online or via phone, the Federal Trade Commission (FTC) also advises following up with a written notice sent via mail to the address your issuer provides for billing inquiries[3]. It's also a good practice to send the letter via certified mail and request a return receipt for proof of delivery.
In your written notice, include your name, account number, the disputed amount, and a brief explanation of why you’re disputing the charge. Attach copies of any supporting documents, and keep a copy of the dispute letter for your records.
Keep Tabs on Your Dispute Status
Once your issuer receives your dispute, they have up to 30 days to acknowledge your complaint in writing unless they’ve already resolved it. From there, your issuer has two billing cycles (not more than 90 days) to investigate and decide on the dispute's outcome[3].
You have the right to withhold payment of the charge in question, including any interest or fees associated with it, while the issuer investigates. However, you still have to pay any other charges on your statement that aren’t in dispute[3].
During this period, keeping track of your dispute status and any updates from the card issuer will help you stay on top of your case. If the issuer requires additional information or documents, respond promptly to avoid any delays in the process. If the outcome is in your favor, check your statement for any adjustments and confirm that you’ve received a credit or refund for the disputed amount.
What To Do if Your Dispute Is Denied
If your dispute is denied, don't get discouraged—you still have options to pursue further action. First, you should carefully review your issuer's denial letter to determine whether you’ve missed any critical information or if you need to provide additional evidence.
You can appeal the decision with the creditor within 10 days of getting the written notice[3], unless the card issuer gives you more time. In your appeal, you can notify the issuer that you still contest the charge and provide any additional evidence or information supporting your claim. Keep in mind that the creditor may begin collection proceedings, but they’re required by law to state that you’re disputing the charge should you be reported to a credit bureau for non-payment.
You can also consider filing a complaint with the Consumer Financial Protection Bureau (CFPB)[4]. The CFPB will review your complaint and work with you and the issuer to reach a resolution.
Potential Challenges of Credit Card Disputes
Despite having the FCBA in place to protect you, you may face some potential challenges when disputing a credit card charge. The burden of proof is on you, which means you have to provide evidence and demonstrate that the charge is invalid. This can be an issue if you lack proper documentation or need a lot of time to gather it, potentially causing you to miss the dispute deadline.
Besides, the dispute process can take weeks or months, and there’s no guarantee that the decision will be in your favor.
Fortunately, there’s a way to avoid many of the scenarios that would lead to disputing a credit card charge in the first place—paying with virtual cards when you shop online.
Virtual cards come with random card numbers, expiration dates, and CVVs that shield your actual credit card details at checkout. This way, even if a merchant's database is compromised, potential hackers will only be able to access your virtual card details while your payment card information remains secure.
Virtual cards from an independent provider like Privacy come with bank-grade security and advanced spending controls that let you determine how and when your cards are used. You can create a virtual card for one-time use or restrict it to specific merchants, limiting your exposure to unrecognized charges or duplicate billings.
Enjoy Greater Control Over Your Finances With Privacy Virtual Cards
As a BBB-accredited provider, Privacy is trusted by over 250,000 Americans for secure and convenient online payments. After linking your debit card or bank account to Privacy, you can generate multiple virtual cards that work like regular cards but with added security and spending control features.
Privacy allows you to create three types of cards, each offering distinct protection against unauthorized charges:
- Single-Use Cards—Designed for one-time use, these cards close shortly after completing the first transaction, becoming useless to potential hackers who may attempt to steal them. Single-Use Cards are perfect for transactions on unfamiliar websites.
- Merchant-Locked Cards—These cards "lock" to the first merchant you use them with and can’t be used anywhere else. They’re ideal for recurring charges, such as subscriptions and bills.
- Category-Locked Cards—These cards "tie" to a specified merchant category, such as groceries or travel, and reject charge attempts from vendors outside that category. They’re a great option for managing your budget and limiting spending to specific categories.
With Privacy, you can set custom spending limits and pause or close your cards without impacting the underlying funding source.
The spending limit feature helps reduce the risk of duplicate charges, hidden fees, and overcharging, as Privacy will deny any charges above the limit. After pausing or closing your card, Privacy will block all future transaction attempts, protecting you against accidental charges.
If you still have a reason to dispute a charge on your Privacy Card, the company will investigate it and file a chargeback if there are grounds for it.
Privacy Cards—A More Convenient Online Shopping Experience
To make your online shopping seamless, Privacy offers multiple convenience features, including:
How To Join Privacy
Joining Privacy is easy—you only need to take the following four steps:
- Register your account
- Provide the required know-your-customer (KYC) information to verify your identity
- Link a funding source—your bank account or debit card
- Request and create your first Privacy Card
You can choose from four Privacy plans, as shown in the table below:
The Personal plan gives you access to Single-Use and Merchant-Locked Cards, all card controls, and access to the mobile app and browser extension. With the other plans, you can get additional features, including:
- Category-Locked Cards
- Fee-free international transactions
- Priority support and Live Chat (Mon–Fri, 9 a.m.–5 p.m. ET)
- 1% cashback on eligible purchases (totaling up to $4,500 per month)
