If you need to dispute a credit card transaction on Chase, you can start the process directly from the Chase mobile app. The process is straightforward, but choosing the correct dispute reason and providing accurate information is important.
This guide walks you through how to dispute a credit card transaction step by step, including what to do if the charge is actually fraud.
Open Your Chase Credit Card Account
Start by opening the Chase app and going to your main account screen. Scroll down to your credit cards and select the card that contains the transaction you want to dispute.
Once you select the card, you’ll be taken to its main screen. You’ll see information such as your current balance, minimum payment, due date, and payment options.
Scroll down past this information until you reach your transactions.
Select the Transaction You Want to Dispute
Find the transaction you want to dispute and tap it. This opens the transaction details screen.
You’ll be able to review information including:
- Merchant name
- Transaction amount
- Transaction date
- Posted date
- Merchant type
- Payment method
- Order number, when available
- Reference number
Before you continue, make sure the charge has posted. If it’s still pending, you’ll generally need to wait until it posts before starting a dispute.
It’s also important to understand when a dispute is appropriate. Common examples include a subscription you canceled that continued charging you, a product that never arrived, or being charged more than you expected.
A dispute isn’t intended for situations where you simply changed your mind about a purchase.
What If the Charge Is Fraud?
If you don’t recognize the transaction and genuinely did not make or authorize the purchase, don’t treat it like a regular merchant dispute.
Chase distinguishes unauthorized purchases from other transaction problems. If you believe the transaction is fraudulent, lock or cancel your card and contact Chase directly so the situation can be handled appropriately.
How to Dispute a Credit Card Transaction
Once you’re on the transaction details screen, scroll to the bottom. Look for the section asking whether you’re having a problem with the transaction.
Tap “Report a problem.”
Chase will then ask you to identify what doesn’t look right about the transaction. Credit card transactions have several different dispute categories, so it’s important to choose the one that accurately describes your situation.
Credit Card Dispute Options
Chase provides several reasons you can use to dispute a credit card transaction. The options include:
- A recurring transaction or trial subscription was canceled, but you were still charged. This could apply to a streaming service, gym membership, or free trial.
- You returned or canceled a one-time purchase but haven’t received a credit.
- You never received the product or service, or it arrived late.
- You’re dissatisfied with the quality of the product or service.
- You were charged more than you expected.
- The same purchase was charged more than once.
- You didn’t make the purchase.
The final option is specifically for an unauthorized transaction. If you didn’t authorize the purchase, follow Chase’s instructions to secure your card rather than treating it as an ordinary billing dispute.
Choose the Correct Dispute Reason
Selecting the right category is one of the most important parts of the process.
For example, if you canceled a recurring subscription but were charged afterward, choose the recurring transaction or canceled subscription option.
After selecting your reason, tap Next. Chase will show you a confirmation screen explaining the type of dispute you’ve selected and giving examples of situations where it applies.
Read this carefully to make sure the category matches your situation. If it doesn’t, go back and select a different option.
When you’re confident you’ve chosen the correct category, confirm your selection.
Add Cancellation Details
Depending on the type of dispute, Chase may ask you for additional information.
For a canceled recurring subscription, you’ll typically need to provide details such as:
- Reason for cancellation: Select the option that best explains why you canceled.
- Date you canceled or attempted to cancel: Enter the date you contacted the merchant.
- How you canceled: Select the method you used, such as email, phone, or the merchant’s website.
- Additional information: Use the text box to provide any relevant context.
Be completely accurate when entering these details. Chase uses the information you provide when reviewing your case.
Once you’ve entered everything, tap Next.
Review Your Dispute Before Submitting
You’ll reach a final review screen before the dispute is submitted.
Take a moment to carefully check all the information Chase displays, including:
- The transaction
- Dispute reason
- Cancellation reason
- Cancellation date
- Contact method
- Additional information
Don’t simply scroll through this screen. If something is incorrect, go back and fix it before submitting.
Correcting an error before you submit is much easier than trying to resolve incorrect information after the case has already been filed.
Submit the Dispute
If everything is correct, tap Submit Dispute.
Chase will then file the dispute and investigate the transaction with the merchant. You can track the status of the case through your account.
According to the process shown in the app, you also won’t be charged interest on the disputed amount while the dispute is being reviewed.
Final Tips for a Chase Credit Card Dispute
Knowing how to dispute a credit card transaction is useful when a legitimate billing problem comes up, but the reason you select matters.
Before submitting your dispute, make sure:
- The transaction has posted rather than remaining pending.
- You have a legitimate reason for disputing the charge.
- You’ve selected the dispute category that best matches the situation.
- Your cancellation dates and contact information are accurate.
- You’ve reviewed everything before submitting.
- You contact Chase directly if the transaction is actually unauthorized.
Following these steps can help you dispute a credit card transaction through the Chase app without unnecessary confusion and ensure Chase has the information it needs to review your case.
