If a charge was authorized by you but there’s an issue with the product, service or transaction details, you’ll file a dispute claim. Here’s what you can expect throughout the process.
Before you file a dispute
Before you report a problem to Capital One, complete these steps and speed up the process of filing your claim.
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Confirm the charge is posted
A pending transaction can’t be disputed because the amount may change or drop off of your account entirely. You can report a problem with a transaction once the transaction has been posted, which is generally within about 5 days.
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Contact the merchant
Try reaching out to the merchant to solve the problem first. Working with them directly is often the fastest way to settle issues. It can take up to 90 days for Capital One to resolve a dispute on your behalf.
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Have your paperwork on hand
If the issue hasn't been resolved after contacting the merchant, you’ll want to get your documents organized before filing your dispute with Capital One. Make sure to hang on to your documentation until your dispute is closed.
Examples of things to gather:
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Receipts and invoices
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Pictures of the product or service
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Communications with the merchant to try to fix the issue
When you file a dispute
To file a dispute digitally, you need to file the dispute within 90 days of the transaction date. If 90 days have passed, you can still file a dispute by calling the number on the back of your card.
One of the most convenient ways to report a problem with a charge is in the Capital One app or on the website. To start your dispute, select the transaction from your recent transaction list. Then select Report a problem and answer questions about the charge.
Here’s how to sign up for an online account or download our mobile app.
After you file a dispute
Once you submit your claim, here’s what to expect:
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Capital One will act as the "go-between" for you and the merchant, working on your behalf.
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We may provide a temporary credit on your credit card account for the disputed amount and related fees and interest.
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We might also place a hold on your available credit for the same amount.
Within 90 days, the process will be concluded and you’ll receive a message either online or in the mail that provides more details about the claim decision.
There are three possible outcomes:
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The merchant is found responsible
If this happens, we’ll make the temporary credit permanent.
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The merchant is not found responsible
In this case, we’ll remove the temporary credit and the original charge will be reapplied to your account.
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The merchant is found partially responsible
In this case, we’ll remove the temporary credit and a portion of the original charge will be reapplied to your account.
If you’re not satisfied with the outcome, the message you get from Capital One will explain how to appeal the decision.
What’s considered a dispute?
You can file a dispute claim when you’ve authorized a transaction, meaning you gave the merchant permission to charge you, but there's an issue with the product, service or transaction details.
Some examples include:
- You're still being charged for something you canceled
- You didn't receive what you paid for
- What you received was not what was described
- You've been charged twice for the same purchase
How long do I have to file a dispute?
If you want to file a dispute on our website or through the Capital One Mobile app you'll need to do so within 90 days of the transaction date. Otherwise, you can file a dispute at any time by calling the number on the back of your card.
How long does the dispute resolution process take?
Disputes filed with Capital One will be resolved within 90 days.
What if I can’t contact the merchant about my dispute?
If you're unable to reach the merchant about a charge, you can still file a dispute claim with Capital One. Documentation demonstrating your attempt to contact the merchant to resolve the issue could help strengthen your case, even if the merchant didn't respond.
