Card Dispute: Timeline, Documents, and a Realistic Win Rate
João Victor Ramos · 2026-10-07
Deadlines
The deadline to dispute an unauthorized credit card charge varies depending on the card issuer’s policy. Generally, you have up to 30 days after the statement is issued to open a dispute. Once it’s opened, the financial institution has up to 60 days to investigate and respond. It’s crucial to keep an eye on these deadlines so you don’t miss the opportunity to dispute a transaction.
Evidence
Gathering evidence is essential to increase your chances of winning the dispute. The documents you should include are:
- Proof of purchase (invoice or receipt)
- Communications with the seller (emails, messages)
- Proof of non-delivery or defective products
- Customer service records, if applicable
Organize all these documents clearly and coherently. The more evidence you have, the more credible your claim will be.
Representment
If the dispute isn’t resolved to your satisfaction, you may need to file a representment. This involves formally submitting your complaint to a financial industry regulatory body, such as Procon. Prepare a case file with all the documentation you’ve collected, including the communication history with the card issuer. This step can be crucial, since sometimes the mere threat of a formal complaint can motivate the institution to take action.
Pre-arbitration
Pre-arbitration is a stage where you can try to resolve the dispute before escalating to formal arbitration. Here, it’s important to contact the card’s customer service team and try to reach an amicable agreement. Keep in mind that if you can’t resolve it at this stage, arbitration can be lengthy and costly. So be prepared to accept or reject offers depending on the situation.
When to accept
You should be cautious when accepting a settlement offer. Consider the following situations:
- If the offer covers the full disputed amount
- If you have evidence that could be challenged and believe the dispute could drag on without any guarantee of success
- If the emotional and time costs of the dispute outweigh the amount at stake
Weigh the risks and benefits before making this decision.
Realistic win rate
On average, the win rate for card disputes can range from 30% to 70%, depending on the strength of the evidence and the issuer’s policy. For e-commerce businesses, the rate tends to be lower if the customer doesn’t have solid proof. Keep a record of the disputes you’ve handled to better understand your track record and improve your prevention strategies.
How have you been handling card disputes? Share your success rate in numbers!