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 report a problem to Capital One, complete these steps and speed up the process of filing your claim.
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.
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.
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:
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.
Once you submit your claim, here’s what to expect:
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:
If this happens, we’ll make the temporary credit permanent.
In this case, we’ll remove the temporary credit and the original charge will be reapplied to your account.
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:
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.