How to Dispute a Credit Card Charge in Canada

Last updated: February 2026 · Covers Visa, Mastercard, and Amex

If you see an incorrect, unauthorized, or fraudulent charge on your credit card statement, you have the right to dispute it. Canadian consumers are protected by credit card network rules and federal regulations that allow you to request a chargeback when something goes wrong. This guide walks you through every step of the process, from gathering evidence to escalating if your bank says no.

Disputing a charge is often called requesting a "chargeback." A chargeback is when your credit card issuer reverses a transaction and credits your account. Card issuers like Visa, Mastercard, and American Express each have their own dispute processes, but the basic steps are similar across Canada. Whether the charge is from a local retailer or an international online store, the process outlined below applies.

Valid Reasons to Dispute a Credit Card Charge

Not every unwanted charge qualifies for a chargeback. Card networks recognise specific dispute categories. The most common valid reasons in Canada include:

• Fraud or unauthorized transactions. Someone used your card or card number without your permission. This includes stolen card numbers, skimmed cards, and data-breach fraud.
• Goods not received. You paid for a product or service that was never delivered, and the merchant has not resolved the issue.
• Goods or services not as described. What you received is significantly different from what was advertised, defective, or damaged on arrival.
• Duplicate charges. You were charged twice for the same transaction.
• Incorrect amount. You were charged more than the agreed price.
• Cancelled recurring charge. You cancelled a subscription but continued to be billed.
• Refund not processed. The merchant promised a refund but it never appeared on your statement.

If your situation fits one of these categories, you likely have a strong basis for a dispute. If you are unsure, contact your card issuer to discuss before filing formally.

Step-by-Step Dispute Process in Canada

Step 1: Review Your Statement

Identify the exact transaction you want to dispute. Note the date, amount, and merchant name as it appears on your statement. Sometimes merchants process charges under a different business name than you expect, so check carefully before assuming a charge is fraudulent.

Step 2: Gather Your Evidence

Before contacting anyone, assemble all documentation that supports your claim. This includes receipts, order confirmations, delivery tracking, email correspondence, photos, and screenshots. The more organized your evidence, the faster the process will go. See the evidence checklist below.

Step 3: Contact the Merchant First

For issues like goods not received, defective products, or services not as described, most card networks expect you to try resolving the issue directly with the merchant before filing a chargeback. Send an email or letter requesting a refund, and keep a copy. If the merchant refuses, does not respond within a reasonable time (7-14 days), or if the charge is clearly fraudulent, proceed to the next step.

Step 4: Contact Your Credit Card Issuer

Call the number on the back of your card or log in to your online banking portal. Many Canadian banks allow you to initiate disputes online through their app or website. When you call or file online, have your statement and evidence ready. The representative will walk you through the initial filing process.

Step 5: Submit a Written Dispute Letter

A formal written letter creates a clear paper trail that protects you. Include your account number, the transaction details, the reason for your dispute, evidence summaries, and what resolution you are requesting. Use our letter template below as a starting point, or generate a customized version with our tool.

Step 6: Follow Up Regularly

Keep records of all communications. If you do not receive a response within 15 business days, send a follow-up letter. Note the date of every call and the name of every representative you speak with.

Step 7: Wait for the Investigation

Your card issuer will investigate the claim. This typically takes 30 to 90 days. You may receive a temporary (provisional) credit while the investigation is ongoing. The merchant will have an opportunity to respond with their own evidence.

Step 8: Review the Decision

Once the investigation is complete, your issuer will notify you of the outcome in writing. If your dispute is approved, the temporary credit becomes permanent. If denied, you will receive an explanation. If you disagree with the decision, see the escalation section below, or read our guide on what to do when your bank rejects your dispute.

Chargeback Deadlines by Card Network

Time limits are critical. If you miss the deadline, you may lose your right to dispute. Here are the general timelines for the major card networks in Canada:

These are general guidelines. Your cardholder agreement may specify different timelines. When in doubt, file sooner rather than later. For a deeper explanation of these deadlines and how they are calculated, see our guide on credit card chargeback deadlines in Canada.

Evidence Checklist

Strong evidence dramatically improves your chances of a successful dispute. Gather as many of the following as possible before filing:

Copy-Ready Dispute Letter Template

Use this template as a starting point. Replace the bracketed sections with your own details.

[Your Name]
[Your Address]
[City, Province, Postal Code]
[Date]

[Credit Card Issuer Name]
[Disputes Department]
[Address]

Re: Dispute of Charge on Account Ending in [XXXX]

Dear Sir or Madam,

I am writing to formally dispute a charge on my credit card account ending in [XXXX].

Transaction Details:
- Date of Charge: [Date]
- Amount: $[Amount]
- Merchant Name: [Merchant]

I am disputing this charge because [select one: I did not authorize this transaction / I did not receive the goods or services / the goods or services were significantly different from what was described / I was charged twice for the same purchase / other reason].

I have attempted to resolve this matter directly with the merchant on [date(s)] by [phone/email/letter], [describe outcome, e.g. "without success" or "the merchant did not respond"].

Under my rights as a cardholder, I am requesting that you investigate this charge and issue a chargeback if appropriate. Please provide written confirmation of your investigation and decision.

I have enclosed copies of [list any supporting documents: receipts, emails, photos, etc.].

Please respond within 30 days. I understand that under the [Visa/Mastercard] dispute resolution process, I may be entitled to a provisional credit while the investigation is underway.

Sincerely,

[Your Signature]
[Your Printed Name]
[Your Phone Number]
[Your Email Address]

Follow-Up Letter Template

If you have not received a response within 15 business days of your initial dispute, send a follow-up letter. Keep the tone professional and reference your original submission.

[Your Name]
[Your Address]
[Date]

[Credit Card Issuer Name]
[Disputes Department]

Re: Follow-Up — Dispute of Charge on Account Ending in [XXXX]
Original Dispute Filed: [Date of First Letter]

Dear Sir or Madam,

I am writing to follow up on the dispute I submitted on [date] regarding a charge of $[amount] from [merchant name] on my account ending in [XXXX].

As of today, I have not received a written response or update on the status of my dispute. I would appreciate a written update within 10 business days confirming:

1. That my dispute is being investigated
2. The expected timeline for a decision
3. Whether a provisional credit has been or will be applied

If I do not receive a response within this timeframe, I will escalate my complaint to [OBSI / FCAC / your bank's ombudsman].

Thank you for your attention to this matter.

Sincerely,

[Your Name]
[Your Phone Number]

If you still receive no response after the follow-up, it may be time to escalate. For a detailed guide on writing a strongly worded complaint letter that gets results, see our template page.

What Happens After You File a Dispute

Understanding the investigation timeline helps set realistic expectations:

1. Acknowledgement (1-5 business days). Your issuer acknowledges receipt of your dispute. They may contact you for additional information.
2. Provisional credit (within 10 business days, typically). Many issuers issue a temporary credit to your account while the investigation is ongoing. This credit is conditional and may be reversed if the dispute is denied.
3. Merchant notification. The card issuer contacts the merchant and requests their evidence. The merchant typically has 20-45 days to respond.
4. Investigation and review (30-90 days total). The issuer reviews evidence from both sides. Complex cases involving international merchants or high-value transactions may take longer.
5. Decision. You receive a written decision. If approved, the temporary credit becomes permanent. If denied, the temporary credit is reversed and you receive a written explanation of the reason.

For a comprehensive explanation of chargeback mechanics and how they work in Canada, read our guide: What Is a Chargeback in Canada?

Escalation Options in Canada

If your credit card issuer denies your dispute or fails to respond, you have several escalation options:

1. Internal Ombudsman

Most major Canadian banks have an internal ombudsman or customer complaints office. This is usually the first escalation step. Request a review of your case in writing.

2. External Ombudsman (OBSI or ADRBO)

If the internal process does not resolve the issue, you can escalate to an external dispute resolution body. Most Canadian banks participate in either OBSI (Ombudsman for Banking Services and Investments) or ADRBO (ADR Chambers Banking Ombuds Office). These services are free for consumers.

3. Financial Consumer Agency of Canada (FCAC)

The FCAC oversees consumer protection in the banking sector. While they do not resolve individual disputes, they investigate whether your bank followed its obligations. Filing an FCAC complaint can prompt your bank to take action.

4. Small Claims Court

As a last resort, you can pursue the matter in small claims court. The monetary limit varies by province (typically $5,000-$35,000). This option is best for clear-cut cases with strong documentation. For more detail on what to do when your dispute is rejected, see our guide: What to Do When Your Bank Rejects Your Dispute.

Frequently Asked Questions

Disclaimer: This page is for informational and communication purposes only. It is not legal advice. Chargeback rules and timeframes vary by card network, issuer, and province. Consult a legal professional for advice specific to your situation.