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Disputes

Learn how, where, and when to dispute a transaction.

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How can I better assist in resolving my dispute quickly?

You will often be able to reach a quicker resolution by working directly with the merchant. The merchant has direct access to your purchase information and can service you directly.

 

How do I dispute a transaction?

You can initiate it online by viewing the additional transaction details for each transaction on your statement. While viewing the additional transaction details, you can select the Dispute a Charge link. You can also find the Dispute a Charge option on the Customer Service page within the Account Center. If you prefer, you can call us at 1-800-DISCOVER, or you can send a letter to P.O. Box 30945, Salt Lake City, UT 84130-0945.

 

If I must initiate a dispute, how long will the process take before there is a final resolution?

In most instances, we will be able to resolve your inquiry within one month; however more complex cases may require additional time.

 

Do I have to pay my disputed transaction?

No. We will place a credit on your account for the disputed amount while we investigate the transaction.

 

How does the dispute process work?

After gathering information and any documentation you may have, we issue a temporary credit to your account while we investigate the transaction. We then notify the merchant of your dispute. If the merchant responds, we evaluate the information provided.  If we decide in your favor, a credit is issued to your credit card account from the merchant's account and the temporary credit we had issued is reversed. If we do not decide in your favor, the temporary credit we issued during the investigation is reversed. If the merchant does not respond, we decide in your favor and a credit is issued to your credit card account from the merchant's account and the temporary credit we issued during the investigation is reversed.

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What if I have questions about Billing Errors on my statement?

Read FAQs for more information.

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Do I have to contact the merchant before initiating a dispute?

No. However, we have found that most customers are able to reach a quicker resolution of their dispute by working directly with the merchant.

 

I want to contact the merchant, but can't find their phone number. Do you have any suggestions?

Often the phone number of the merchant is included next to their name on your statement. You can also search for the merchant in the yellow pages online by using the city and state where the purchase was made, which may be listed on your statement as well.

 

I received some merchandise that needs to be returned. Is there anything I should do before returning it?

Before returning merchandise, you want to check the merchant’s return policy. Some merchants require a Return Merchandise Authorization (RMA) number or have other requirements. When you do return an item, you should use a service that can provide confirmation of delivery with the full address. If the merchant states they never received your merchandise back, the tracking information will be needed to dispute the transaction.

 

I don't recognize a transaction on my statement. What should I do?

If there is a joint cardmember or authorized user on your account, check with them to see if the transaction belongs to them. You can also try contacting the merchant. Sometimes, the phone number is listed next to their name on your statement.

 

Is there a time limit to initiate a dispute?

To reach the best resolution possible, you should contact us no more than 120 days after your transaction posts. However, Discover Card does not impose a time limit.

 

How long should I wait for a merchant to credit my account before I start the dispute process?

You should allow 15 days for the merchant to credit your account.

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I have some documentation about my dispute case. How can I send that to you?

Once you receive notice that a dispute case has been setup, you can upload documentation through the on-line Dispute Resolution Center. You can also mail (P.O. Box 30945, Salt Lake City, UT 84130-0945) or fax (801-996-2103) this information to us.

 

What are some examples of documentation that might be helpful to my case?

If you returned the items, you might provide confirmation of delivery which would include the full address where the items were returned. If you cancelled a reservation, you may provide the confirmation number or e-mail. If you were supposed to receive credit, you can provide a copy of the credit slip.

 

Will I be charged fees and interest charges on the disputed transaction?

If the dispute is resolved in your favor, all fees and interest charges related to the disputed transaction will be refunded.

 

How will this affect my account?

The dispute will not affect your account since a credit is placed on your account during the investigation.

 

How will this affect my credit score?

There will be no negative affect on your credit score while the transaction is being investigated.

 

How will Discover Card investigate my dispute?

We will contact the merchant in writing about your dispute. After giving the merchant an opportunity to respond, the information provided by both you and them is evaluated. The resolution is based on that information.

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What is considered proof of return?

Proof of return includes confirmation of delivery with the full address where the items were returned. If returned in person, you can provide a credit slip from the merchant.

 

How will I be informed of resolution?

In writing which may include e-mail.

 

If the Merchant doesn't respond to your notification, what happens?

We pull the money from their account to issue you credit.

 

Once the process is started, can I cancel my dispute?

Yes. If you are able to resolve the dispute with the merchant or the merchant issues credit, you can close the case through the Dispute Resolution Center. You should be sure the situation is fully resolved with the merchant first; otherwise, your options may be limited if the dispute needs to be reopened.

 

If the case is resolved in the Merchant's favor, do I have any recourse?

If you have new or additional information that would affect the outcome of your case, contact us. We are happy to do some additional review.

 

I've found new or additional documentation. Can anything more be done?

Depending on the documentation, there may be additional options. On the Dispute Resolution Center, there is a link to upload any additional documentation for further review. You can also contact us at 1-800-DISCOVER for additional options.

 

I feel that I have a compelling reason to continue my dispute, what can I do?

Depending on the status of the case, you may have the option to re-open your dispute. You can contact us at 1-800-DISCOVER if you feel that you need to continue your dispute.

 

Why did I only receive a partial credit for my dispute?

Some merchants don't refund shipping and handling charges or there might be restocking fees involved.

 

Why has the temporary credit been reversed?

If one was issued, a temporary credit will be reversed when the case is resolved.

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Can I dispute an inconvenience I had or rebate I didn't receive?

Although the merchant didn't meet your expectations, the transaction cannot be disputed with Discover Card if you received the goods or services you purchased. Please contact the merchant directly.

 

I booked a flight with an airline that has now ceased operations. Do I have any options?

If an airline ceases operations due to bankruptcy or other circumstances, you should check their website or call your travel agent. Your tickets may be honored by another airline.

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A payment I sent you never posted to my account. What should I do now?

First, contact your bank to see if the money was taken out of your account. If the funds were taken from your account, you can initiate a dispute through the Customer Service page on Discover.com. You can also call us at 1-800-DISCOVER or write to us at P.O. Box 30945, Salt Lake City, UT 84130-0945.

 

What information should I have to initiate a payment dispute?

You should be prepared to provide information about the account that was used for payment which may include: bank name, account number and routing number. If you paid by money order, a tracer should be requested.

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