What is the credit card merchant dispute process?
If you recognize a charge but there’s a problem with the purchase, you can file a merchant dispute.
For a merchant dispute, you can file if you approved the charge but there’s an issue, such as:
You didn’t receive the item
The item wasn’t as described
You were charged after canceling
You were charged twice
Before you file a dispute:
1. Wait for the charge to post, since you can’t dispute pending transactions. This usually takes up to 7 days.
2. Contact the merchant first—this is often the easiest, fastest way to fix the issue.
3. Gather your documents for proof in case the issue isn’t resolved. Examples include:
Receipts or invoices
Photos of the product or service
Messages with the merchant
Proof of cancellation
Heads up: You have 90 days to file in the app. After 90 days, you'll need to contact Support online or in the app.
After you file:
We'll review the case and works with the merchant to resolve it
We'll send you updates by email
The process can take up to 120 days
If the merchant is found responsible, you’ll receive a credit and any related interest is reversed.
If they're found not responsible, the charge remains, along with any related fees or interest
If you need more information, you can request your case documentation from support.
If you can’t reach the merchant, don't worry—you can still file a dispute. Just include proof that you tried to contact them.