How to Dispute an Online Purchase and Win Your Chargeback
Quick Answer
A chargeback is a formal dispute filed with your credit card issuer that can reverse a transaction. Under the Fair Credit Billing Act, you can dispute charges for goods not received, items significantly different from their description, or unauthorized transactions. The dispute must be filed within 60 days of the statement date. Document everything before you call: order confirmation, photos, and records of your attempts to resolve the issue with the seller.
When You Can Dispute a Charge
The Fair Credit Billing Act gives credit card holders the right to dispute charges in three categories:
| Dispute Basis | Description | Examples |
|---|---|---|
| Goods or services not received | You paid but the item never arrived | Order shows delivered but nothing received; tracking shows no movement |
| Goods not as described | What arrived differs materially from the listing | Wrong item shipped; significantly different quality from listing |
| Unauthorized charge | You did not make the purchase or authorize it | Fraud; someone used your card without permission |
The FCBA applies to credit cards. Debit card disputes are governed by the Electronic Fund Transfer Act, which requires reporting within 60 days of the statement for full protection and has a shorter window for unauthorized transactions.
What You Must Do Before Filing a Dispute
Most card issuers require you to attempt to resolve the issue directly with the seller before escalating to a chargeback. Document this attempt:
- Contact the seller by email or their official customer service channel
- State the specific problem and what resolution you are requesting
- Save all responses, including automated confirmation emails
If the seller does not respond within a reasonable time (typically 7 to 14 days) or refuses a remedy, you have grounds to proceed with the dispute.
How to File a Dispute
Step 1: Gather documentation. Collect your order confirmation, the original product listing (screenshot it before filing), photos of what was received if the issue is item not as described, tracking information, and records of your contact with the seller.
Step 2: Contact your card issuer. Use the number on the back of your card or the disputes section in your card's app or website. State clearly: the transaction date, the amount, the merchant name, the reason for the dispute, and what steps you have already taken.
Step 3: The issuer opens an investigation. They typically issue a provisional credit to your account while the investigation is in progress.
Step 4: The merchant has the right to respond. They can provide evidence that the order was fulfilled as described. The issuer reviews both sides.
Step 5: A final decision is made. If the dispute is decided in your favour, the provisional credit becomes permanent. If decided against you, the charge is restored.
The 60-Day Rule
Under the FCBA, disputes must be filed within 60 days of the statement date on which the charge appeared. For purchases made near the end of a billing cycle, this window can close relatively quickly.
If a delayed shipment means you are approaching the 60-day window before the item has arrived, file a dispute before the deadline and note in the dispute that the item has not yet arrived.
What Weakens a Dispute
- No prior contact with the seller documented
- A return policy that explicitly covers the situation and you did not follow it
- Evidence that you received and used the item before disputing
- Dispute filed after 60 days from the statement date
- Disputing preference rather than a material difference (the item is not what you wanted versus the item is not what was described)