How to Dispute a Charge on Your Credit Card in Canada (Step-by-Step)

You open your credit card statement and something’s off — a charge you don’t recognize, a subscription you cancelled months ago, or a $300 purchase for something that never showed up at your door. It’s a frustrating situation, but the good news is that Canadian credit card holders have strong protections, and disputing a charge is a straightforward process if you know the right steps. Whether you’re dealing with a merchant error, a duplicate charge, or outright fraud, your card issuer has a formal process to investigate and, in most cases, reverse the charge.

Quick answer: To dispute a credit card charge in Canada, call the number on the back of your card or log into your bank’s app and submit a dispute (also called a “chargeback request”) within your card issuer’s deadline — typically 60–120 days from the statement date. The bank investigates and often issues a provisional credit while the review is in progress. Valid reasons include fraud, items not received, duplicate charges, and services not rendered.

What qualifies as a disputable charge on your credit card?

A disputable charge is any transaction where you either didn’t authorize the purchase, didn’t receive what you paid for, or were charged incorrectly. Common examples include: a merchant charged you twice for the same item, a subscription kept billing you after you cancelled, an online order never arrived and the seller won’t refund you, or someone used your card without your permission. It’s worth knowing that “I changed my mind” or “the product wasn’t what I expected” are not valid chargeback reasons — those are return policy situations, not disputes. Disputes are specifically for clear-cut cases where the merchant violated the terms of the transaction or the transaction itself was unauthorized.

How do you actually file a credit card dispute in Canada?

The process starts with your card issuer, not the merchant. Here’s how it typically works:

Step 1 — Contact the merchant first. For non-fraud situations (wrong charge, item not received), try to resolve it directly with the merchant before escalating. Issuers often require evidence that you attempted this. Keep a record of any emails or chat transcripts.

Step 2 — Gather your documentation. Collect your credit card statement showing the charge, any receipts, order confirmations, cancellation emails, or correspondence with the merchant.

Step 3 — Submit your dispute. Log into your bank’s app or website and look for “dispute a transaction” — most major Canadian banks (TD, RBC, Scotiabank, CIBC, BMO, and Desjardins) have this built into their online portals now. You can also call the number on the back of your card. For Wealthsimple and Neo Financial, the dispute process is done through their apps.

Step 4 — Wait for the provisional credit. In many cases, especially fraud, your bank will issue a temporary credit to your account while they investigate — which can take 30–90 days.

Quick tip: Screenshot your dispute submission confirmation and save it. If a rep tells you to call instead of using the app, follow up in writing so there’s a paper trail.

What’s the time limit to dispute a charge in Canada?

The deadline varies by issuer but is generally 60 to 120 days from the transaction date or statement date. Visa, Mastercard, and American Express each have their own chargeback rules that card issuers must follow, and these rules set the outer limit. As a rough guide: if you’re past the 90-day mark and haven’t filed yet, contact your issuer immediately — don’t wait. For fraud cases specifically, there’s more flexibility since you’re reporting something you likely didn’t discover right away. Always check your card’s terms and conditions or call your issuer directly to confirm their specific window.

What happens after you dispute a charge?

Once you submit a dispute, your card issuer opens a formal investigation. They’ll contact the merchant’s bank (known as the acquiring bank) and request documentation — things like proof of delivery, signed authorization forms, or cancellation confirmation. The merchant has a set window to respond (usually around 30 days). If the merchant can’t provide sufficient evidence, the chargeback is ruled in your favour and the credit becomes permanent. If the merchant disputes back with strong evidence, the bank may reverse the provisional credit — but you’ll be notified and given a chance to provide additional documentation. The full process typically resolves within 30–90 days, though straightforward fraud cases often settle faster.

Frequently Asked Questions

How long does a credit card dispute take in Canada?

Most disputes in Canada resolve within 30 to 90 days. Fraud cases are often handled faster — sometimes within a few business days — especially if your card issuer places an immediate provisional credit on your account. Non-fraud disputes involving merchant negotiations can take the full 90 days. Your issuer should notify you of the outcome in writing.

Will disputing a charge hurt my credit score in Canada?

No, filing a chargeback dispute does not affect your credit score. Your credit score is influenced by payment history, utilization, and credit inquiries — not by disputes. However, if you have an outstanding balance you’re disputing, make sure to pay the undisputed portion of your bill on time to avoid late payment marks on your credit report.

Can I dispute a credit card charge if I already paid my statement?

Yes. Paying your statement does not waive your right to dispute a charge. You can still file a dispute after paying, as long as you’re within the issuer’s time limit (typically 60–120 days from the transaction date). If the dispute is upheld, the credit will be applied to your account.

What if the merchant refunded me but the money never showed up?

If a merchant issued a refund but it hasn’t appeared on your account after 5–10 business days, contact your card issuer and provide proof of the refund (a confirmation email or receipt). This is a legitimate dispute reason — the bank can follow up with the merchant’s bank to track down the credit.

Can I dispute a charge for a subscription I forgot to cancel?

This is a grey area. If you cancelled properly and were still charged, that’s a valid dispute. If you forgot to cancel, it’s unlikely to succeed as a chargeback because the transaction was technically authorized. Your best move in that case is to cancel the subscription immediately, request a refund from the merchant directly, and dispute only if they refuse and you believe you cancelled in time.

If you’re dealing with unauthorized charges on your card, it’s also worth reviewing your full credit report to catch anything else suspicious — check out how to dispute an error on your credit report in Canada for the Equifax and TransUnion process. And if you’re wondering whether your card’s interest rate is making your debt worse while you wait for a resolution, understanding your credit card APR in Canada breaks down what you’re really paying. Finally, if this situation has you rethinking your card, best credit cards for Canadian students with no credit history covers options with strong fraud protection built in.

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