Chase won’t reverse a bad charge? Here’s what to do
Summary: If a merchant won’t refund a charge for goods you never got or that weren’t as described, you can request a chargeback from Chase.
Why Chase won’t reverse a bad charge
- Goods or services that were never delivered.
- A product materially not as described.
- A merchant that refuses a valid refund.
Step by step: what to do
- Document your attempt to resolve it with the merchant first.
- Call Chase at 1-800-432-3117 and request a chargeback, citing non-delivery or not-as-described.
- Submit your evidence through a dispute through the Chase app or chase.com before the chargeback deadline.
- Track the dispute and respond to any merchant rebuttal.
Common mistakes to avoid
- Not documenting the failed attempt to resolve it with the merchant.
- Missing the chargeback filing deadline.
What to say when you call Chase
- The merchant won’t refund me for an order I never received — I’m requesting a chargeback.
Know your rights
The Fair Credit Billing Act gives you the right to dispute unauthorized or incorrect charges in writing, and the issuer must investigate before holding you liable.
Regulator: the Consumer Financial Protection Bureau (CFPB). If the bank denies a valid dispute, escalate to the CFPB and, for card charges, formally request a chargeback.
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Frequently asked questions
When can I file a Chase chargeback?
When goods or services were not delivered or were materially not as described and the merchant refuses to make it right. File before your card network’s deadline with your evidence.