Quick answer
Gather facts and contact the right party before a deadline passes.
- Start with: Identify the merchant and date
- Finish with: Escalate through the payment provider if needed
- Pause if: Do not publish card details
Primary sources for this guide: CFPB: How to dispute a credit-card charge; CFPB: Unauthorized bank-account transactions. Check the source that applies to your location and situation before acting.
Know when to escalate: If the situation involves immediate danger, suspected crime, serious health symptoms or a deadline with major legal or financial consequences, contact the appropriate local emergency service, official body or qualified professional.
A step-by-step plan
Identify the merchant and date
Write down the statement wording, amount and transaction date. Merchant names can differ from the shop or service a household recognizes.
Check household and subscription records
Check receipts, app-store purchases, free trials and authorized household users before assuming fraud. Keep the search focused on the relevant period.
If you need to turn the facts into a clear written request, use the Complaint Letter Builder.
Contact the merchant in writing
Ask the merchant to identify the purchase and state the resolution you want. Use a channel that provides a copy or reference number.
If the merchant cannot resolve the issue and you need to contact the bank, prepare with How to Prepare for a Call With Your Bank.
Escalate through the payment provider if needed
If the answer is inadequate, use the card or payment provider's official dispute route before its stated deadline and retain every response.
Common mistakes and warning signs
Use these checks as reasons to slow down and verify the situation. One warning sign alone does not settle every case.
- Do not publish card details
- Watch dispute deadlines
- Keep provisional credits in mind
Progress checkpoints
| Checkpoint | What you should have |
|---|---|
| Before acting | Identify the merchant and date |
| Before finishing | Escalate through the payment provider if needed |
| Reason to pause | Do not publish card details |
Final checklist
Checklist state stays in this browser tab and is not sent to Help.You.
Sources and further verification
Rules and official processes vary by country and can change. Use the responsible organization for your location and situation. These starting points may cover a different jurisdiction.
Help.You editors structured this page around the task sequence, reviewed it for avoidable risk and checked that its claims stay within general informational scope. Read our content process.