Independent guide. We are not a bank or card issuer and cannot dispute a charge for you. Rules and deadlines differ by country and by issuer, so confirm them with your bank.
A charge you do not recognize is not always fraud. This guide helps you check first, then report and dispute it if needed.
Step 1: Identify the charge
- Read the description on your statement. The name shown is often the payment processor, not the shop.
- Search your email for the amount and date. Look for receipts, subscription renewals and trial conversions.
- Check with people in your household who may use the same card or accounts.
- Open the order history of shops where you have accounts.
Step 2: Decide what kind of problem it is
- Unauthorized. You did not make or allow it. Contact your bank right away.
- Billing error. Wrong amount, double charge or a refund that was promised but not posted. Contact the seller first, then the bank.
- Not received or not as described. Contact the seller first and give it a fair chance to respond.
- Subscription you cancelled. Find your cancellation confirmation and ask the seller to stop and refund.
Step 3: Contact the seller (unless it is unauthorized)
- Write to the seller through its official contact option with the order or receipt number, the charge date and amount, and what you want.
- Keep screenshots and replies.
- Give a clear deadline, such as seven days.
Step 4: Contact your bank or card issuer
- Use the number on the back of your card or the secure message feature in your banking app.
- Explain the charge, the date and what you tried with the seller. Offer your evidence.
- Ask what the dispute process and timeline are, and whether the card should be replaced.
- Write down the reference number you are given.
Mind the deadline. Many issuers expect a dispute within a limited time after the statement that shows the charge. In the United States, billing error notices for credit cards generally need to reach the issuer within 60 days of the statement. Check your own issuer's terms.
Step 5: Protect yourself
- Change the password for the shop and your email if you think an account was accessed.
- Watch your statements for other unfamiliar charges.
- Consider a card alert or temporary freeze if your bank offers it.
Where else to report
In the United States, you can report scams and fraud to the Federal Trade Commission at reportfraud.ftc.gov and to your state attorney general. Other countries have their own consumer protection agencies.
Questions
Will the bank always refund me?
No. Outcomes depend on the issuer, the type of card, the evidence and the rules that apply. A clear, documented dispute made promptly gives you the best chance.
Should I call the number on the charge description?
Be careful. Look up the seller's contact details from its official site or your own records instead.