Credit card dispute 101: chargebacks, timelines and paper trails
Panchaayat Consumer Desk · Published 16 September 2026 · 7 min read
How a credit card chargeback actually works, the documents that win one, and the realistic timeline from "I don’t recognise this charge" to money back in your account.
There are two different things people mean when they say "dispute this charge": asking the merchant to refund you, and asking the card issuer to formally reverse the transaction through the card network’s chargeback process. They require different evidence, run on different timelines, and knowing which one you’re actually filing changes how you should word your complaint.
The four chargeback categories that matter
| Category | What it covers | Key evidence |
|---|---|---|
| Unauthorised transaction | Charge you genuinely did not make | Report it the moment you see it; most issuers have a liability cap if reported promptly |
| Goods/services not received | Paid, nothing delivered by the promised date | Order confirmation, delivery promise, any merchant communication |
| Not as described / defective | Received, but materially different from what was sold | Listing screenshot, photos/video of what arrived, any return attempt |
| Billing error or duplicate charge | Wrong amount, charged twice, or a cancelled subscription still billed | Original invoice, cancellation confirmation, bank statement showing the duplicate |
The realistic timeline
- Report to your card issuer in writing (app, email or letter — not only a phone call) — do this within days, not weeks, of noticing the charge
- The issuer provisionally credits or holds the amount while it investigates, and raises the dispute with the merchant’s bank through the card network
- The merchant has a window (commonly 30–45 days depending on the dispute type) to respond with evidence
- The issuer rules in your favour, the merchant’s, or asks for more information — expect a resolution window of 30 to 90 days depending on complexity
A phone call alone is a weak record — Always follow up a phone dispute with a written one (email, app ticket, or letter) the same day, quoting the call reference. Card issuers act on the written record far more reliably than a call log, and you need a dated starting point if the 30-day clock is ever disputed.
What to say, and what not to say
State the transaction date, amount, merchant name exactly as it appears on your statement, and which of the four categories above it falls under. Avoid vague language like "I think this might be fraud" — say plainly "I did not authorise this transaction" or "I paid for this and it was never delivered," because the category determines which evidence rules apply.
Real-world pattern
When the merchant disputes your dispute
If the merchant contests the chargeback with evidence (a signed delivery proof, for instance), the issuer will usually come back to you for a response rather than simply closing the case — this is the point where a Panchaayat case against the merchant, with the same evidence attached, gives your card issuer an independent, dated, public record to weigh alongside the merchant’s claim.
Merchant disputing your version of events?
Put your evidence on the public recordPut your complaint on the public record
Free, takes about a minute, and the company can reply in the open.
Raise a complaintFrequently asked questions
How long does a credit card chargeback take?
Typically 30 to 90 days depending on the dispute type and whether the merchant contests it, though simple unauthorised-transaction cases are often resolved faster.
Will I lose the amount while the dispute is investigated?
Most issuers provisionally credit the disputed amount, or place it on hold rather than requiring you to pay it, while the investigation is pending — check your issuer’s specific policy.
What if my card issuer rules against me?
You can escalate to the issuer’s internal grievance redressal, and if unresolved after 30 days, to the RBI Integrated Ombudsman Scheme via cms.rbi.org.in.
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Panchaayat Consumer Desk publishes general information to help consumers and companies understand their options — it is not legal advice. For a specific dispute, the escalation routes named above (National Consumer Helpline, sector regulators, Consumer Commissions) are the authoritative next step.