If an unauthorized charge appears on your statement, or a merchant fails to deliver what you paid for, your credit card’s chargeback protection allows you to reverse the transaction. In Canada, chargeback rights are guaranteed by Visa, Mastercard, and American Express — and backed by the Financial Consumer Agency of Canada (FCAC).
This guide explains how to dispute a charge, what types of disputes qualify, and how to maximize your chances of winning.
Types of Disputes You Can File
1. Unauthorized Transactions (Fraud)
Your card was used without your authorization — either physical theft, online fraud, or card skimming. This is the strongest and most straightforward dispute. Report immediately.
2. Goods or Services Not Received
You paid for something (flights, merchandise, services) that was never delivered. Common for:
- Airlines that cancelled flights and didn’t refund
- Online retailers that took payment but never shipped
- Service providers that ceased operations
3. Item Significantly Not as Described
What you received was materially different from what was advertised — wrong product, different size/colour, counterfeit item, misrepresented services.
4. Duplicate Charges
You were charged twice for the same transaction.
5. Incorrect Amount
The amount charged was higher than you authorized (e.g., a restaurant added an unauthorized tip, a hotel charged an extra night).
6. Cancelled Recurring Subscription
A company continued billing you after you cancelled a subscription or service.
7. Credit Not Processed
You returned a product or a merchant promised a refund, but the credit never appeared.
Step-by-Step: How to Dispute a Charge
Step 1: Contact the Merchant First
Before filing a dispute, contact the merchant directly. Issuers typically require you to attempt resolution with the merchant first, and some will ask for evidence that you tried.
- Keep a record of the date, time, and name of who you spoke with
- Send a follow-up email to create a paper trail
- Give the merchant 5–7 business days to respond
If the merchant is unreachable, has shut down, or refuses to resolve the issue, proceed directly to your issuer.
Step 2: Gather Your Evidence
The strength of your dispute depends on documentation:
| Dispute Type | Evidence to Collect |
|---|---|
| Fraud | Police report (for large amounts), card/device not present |
| Non-delivery | Order confirmation, tracking number (showing non-delivery), merchant correspondence |
| Not as described | Photos of what you received vs. what was advertised; product listing screenshots |
| Duplicate charge | Statement showing both charges; receipt for the correct charge |
| Cancelled subscription | Cancellation confirmation email; evidence of continued billing |
| Refund not received | Return tracking or drop-off proof; merchant’s refund confirmation |
Step 3: File the Dispute with Your Issuer
Contact your issuer through:
| Issuer | Dispute Method |
|---|---|
| TD | Call 1-888-347-3261; or online via EasyWeb |
| RBC | Call 1-800-769-2512; or RBC Online Banking |
| BMO | Call 1-800-361-3361; or BMO Online Banking |
| Scotiabank | Call 1-800-575-2424; or Scotia Online |
| CIBC | Call 1-800-465-4653; or CIBC Online |
| American Express | Call 1-800-869-3016; or Amex online dispute form |
| Capital One | Call 1-800-481-3239 |
For fraud, call immediately — many issuers have 24/7 fraud lines and will freeze and reissue your card on the spot.
For non-fraud disputes, you can often file online through secure messaging in your banking portal, which creates an immediate written record.
Step 4: Provisional Credit
Once your dispute is filed, most issuers will:
- Issue a provisional credit to your account within 1–3 business days
- Remove the charge from your minimum payment calculation during the investigation
- Begin the formal chargeback process with the merchant’s bank
Step 5: The Investigation Period
The investigation timeline varies by card network:
| Network | Typical Investigation Period |
|---|---|
| Visa | 30–45 business days |
| Mastercard | 45–60 business days |
| American Express | 30 business days |
During this time, the merchant has the opportunity to respond and provide evidence that the transaction was legitimate. If the merchant cannot refute your claim, the credit becomes permanent.
Chargeback Timelines: Know Your Deadline
This is critical. You must file before your issuer’s deadline or you lose the right to dispute.
| Network | General Dispute Deadline |
|---|---|
| Visa | 120 days from transaction date (in most cases) |
| Mastercard | 120 days from transaction date |
| American Express | 60–120 days (varies by dispute type) |
Don’t wait. If something looks wrong on your statement, file promptly. The clock starts from the transaction date, not when you noticed it.
What Happens If You Lose
If the issuer sides with the merchant, the provisional credit is reversed and the original charge stands. You can:
- Request a re-investigation if you have new evidence
- File a complaint with the FCAC (Financial Consumer Agency of Canada) if you believe the issuer mishandled your dispute — go to canada.ca/financial-consumer-agency
- Pursue the merchant through small claims court as a separate avenue
- File a complaint with the Better Business Bureau if it’s a consumer fraud issue
Dispute vs. Asking for a Refund from the Merchant
A credit card dispute (chargeback) is a last resort — not a first response. Merchants have a right to provide refunds before chargebacks are initiated. If you initiate a chargeback for a situation where the merchant would have refunded you anyway, the merchant may ban your account.
Use the chargeback process when:
- The merchant has refused to refund and you believe you’re entitled
- The merchant is unreachable or has closed
- The transaction was unauthorized
Use the merchant refund process when:
- You want to return something and the merchant has a clear return policy
- There was an honest billing error
FCAC Protections for Canadian Cardholders
The Financial Consumer Agency of Canada mandates that federally regulated issuers (all major bank-issued credit cards) provide a dispute process for unauthorized transactions. Under the Canadian Code of Practice for Consumer Debit Card Services and the Credit Business Practices Regulations, issuers must:
- Investigate disputed transactions promptly
- Provide a provisional credit where appropriate during investigation
- Communicate the outcome of the investigation
If you believe your issuer is not following these obligations, file a complaint at fcac-acfc.gc.ca.
Related Articles
- Credit Card Basics — Canada Guide
- Credit Card Travel Insurance in Canada
- How to Cancel a Credit Card in Canada
- How to Read a Credit Card Statement
- Best Credit Cards in Canada
Dispute rights, timelines, and procedures vary by issuer and card network. The information above is general guidance. Always check your cardholder agreement and contact your issuer for specifics. See our Advertiser Disclosure.