How Do You Challenge a Dispute

When a dispute is received from the issuing bank, Chase first looks at our own records to try to resolve the dispute automatically. If we do not have the necessary information, we will send you a Dispute Document via mail or fax, depending on the preferences you’ve set.

Complete the Dispute Document with as much information as you have available, and return it to our Dispute Department.

It’s important to use the Dispute Document provided. It has a bar code that automatically relates your documentation to your case in our systems throughout the process.

You can return it to us by one of the following methods:

  • Fax it to the number found on the form for the quickest resolution
  • Mail it to the physical address on the form
  • Email it to Chase-cb@chase.com

Once you submit documentation, a specialist will review your case to ensure compliance with the payment brand rules and regulations. This step may take 48-72 hours. If your response is consistent with the rules and regulations, then the dispute is represented for review by the payment brands, and the disputed funds may be returned to your account.

You can check on the case status 24/7 by accessing your online account at Chase.com/business. You can also contact the Disputes Department at the number found on your documentation.

If you do not fill out and submit this documentation within the required timeframe, then the dispute automatically moves forward unchallenged and the disputed funds will not be returned to you.

Coming Soon: Fully-automated and online disputes management capability right where you manage your account at Chase.com/business. Soon you’ll be able to upload documentation straight to our system from within your bank account online. 

Your quick response is critical to winning chargeback challenges.

Timeframes for submitting documentation vary by payment brand. Expect to respond within 10 to 30 days, but don’t delay. The quicker you respond, the more time you allow for resolving questions.