If you need to dispute a transaction on Chase, you can often start the process directly from the Chase mobile app. Whether you were charged the wrong amount, never received a product or service, were charged twice, or returned an item without receiving a refund, Chase provides a way to report the problem from your transaction details.
However, there are two important things to understand before you begin: the transaction generally needs to be posted rather than pending, and unauthorized purchases should be reported as fraud, not handled as a regular transaction dispute.
Before You Dispute a Transaction on Chase
Before you try to dispute a transaction on Chase, make sure the charge has fully posted to your account.
A pending transaction cannot be disputed through the normal process because the amount can still change or the transaction may disappear entirely. If the charge is still marked as pending, wait until it posts before attempting to report it.
You should also make sure you have a legitimate reason for disputing the charge. Common reasons include:
- You returned or canceled a purchase but never received the refund.
- You never received the product or service, or it arrived late.
- You are dissatisfied with the quality of the product or service.
- You were charged more than you expected.
- You were charged more than once for the same purchase.
What If the Transaction Is Fraud?
If you did not make or authorize the purchase at all, don’t treat it as an ordinary dispute.
Instead, lock or cancel your debit card through the Chase app and contact Chase to report the transaction as fraud. Fraud and regular transaction disputes are handled differently, so choosing the correct option is important.
How to Dispute a Transaction on Chase App
To dispute a transaction on Chase, start by opening the Chase mobile app and going to the account where the charge occurred.
1. Open Your Checking Account
From the main account screen, tap the checking account containing the transaction you want to report.
Once the account opens, you’ll see information such as your available balance and options including Pay, Transfer, and More.
Ignore those options for now and scroll down until you reach your list of transactions.
2. Find the Transaction
Locate the posted transaction you want to dispute. For example, if you’re disputing an $18.50 charge, find that specific transaction in your account history.
Remember that a pending charge isn’t eligible for a regular dispute yet. Make sure the transaction has posted before continuing.
Once you’ve found the correct transaction, tap it to open the transaction details.
3. Review the Transaction Details
The transaction details screen provides information about the charge, including:
- Merchant name
- Transaction amount
- Transaction date
- Posting date
- Location
- Merchant type
- Payment method
Review these details carefully to make sure you’ve selected the correct transaction.
4. Select “Report a Problem”
Scroll to the bottom of the transaction details page.
Look for the section that says “Having a problem with this transaction? Let’s look into it.” Then tap the Report a problem link.
Chase will ask you what doesn’t look right about the transaction.
Choose the Reason for Your Dispute
Chase provides several options, so select the one that accurately describes your situation.
The available categories include:
- I returned or canceled a one-time purchase and haven’t received a credit.
Choose this if you returned or canceled something but the expected refund hasn’t appeared. - I never received the product or service or received it late.
This applies when an item or service wasn’t delivered as expected. - I’m dissatisfied with the quality of the product or service.
Choose this when there is a problem with the quality of what you purchased. - I was charged a higher amount than expected.
Use this when the amount charged is greater than what you expected to pay. - I made this purchase but it was paid for more than once.
This option is for duplicate or double charges. - I did not make this purchase.
This is the fraud-related option for a transaction you didn’t authorize.
Choose the option that genuinely matches your situation rather than simply selecting the closest-sounding category.
Confirm Your Dispute Reason
After selecting a reason, tap Next.
Chase may show you a confirmation screen asking whether you’re sure the selected option accurately describes your situation. Read the explanation carefully before continuing.
For example, if you selected the option for a missing refund, Chase may explain that you should use it when you canceled or returned a purchase but didn’t receive the credit.
Chase may also point out that refunds can sometimes appear on your statement under a different merchant name. It’s worth checking your transactions carefully before submitting a claim.
If the explanation matches your situation, confirm that you’re sure and continue.
What Happens After You Submit a Dispute?
Depending on the type of transaction problem you’ve selected, Chase may allow you to complete the process entirely within the app. However, some dispute categories may require you to speak with a Chase representative by phone.
If the app tells you to call Chase to complete your claim, follow the instructions shown on your screen rather than assuming something has gone wrong.
Some types of disputes require additional information or review, which is why Chase may route them to a phone representative.
Before calling, have the following information available:
- Transaction date
- Transaction amount
- Merchant name
- Receipts
- Order confirmations
- Emails or other documentation supporting your claim
Having these details ready can make the process much quicker.
Important Things to Remember When You Dispute a Transaction on Chase
When you dispute a transaction on Chase, keep two key rules in mind.
First, make sure the transaction is posted rather than pending. A pending charge isn’t final and generally can’t be disputed yet.
Second, if the transaction is actually fraudulent, don’t file it as a standard purchase dispute. If you didn’t authorize the purchase, lock or cancel your debit card and contact Chase to report the fraud.
By selecting the correct dispute category and having your transaction information ready, you can make the process of disputing a transaction on Chase much more straightforward.
