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Contact your card issuer or bank immediately and say you paid the merchant but now believe the shop is fraudulent. Ask whether the payment can still be stopped and how to submit the right dispute. Be accurate: if you placed the order, explain that you authorized a purchase but believe you were deceived or did not receive what you ordered. Report a transaction as unauthorized only if someone else made it without your permission.
In the United States, the next steps and deadlines differ for credit cards and debit cards. A dispute may result in a reversal or credit, but no source guarantees recovery for a particular transaction.
Contact the issuer or bank right away
Call the number on your card or use your financial institution’s official app or website. Tell them the merchant name shown on your account and that you suspect the shop is fraudulent. Ask whether the payment can still be stopped, how to file the appropriate dispute, and what evidence or written notice they require. If the payment is pending, ask whether they can intervene.
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Get the claim or reference number and write down the date and time of each contact. Ask the representative to confirm the applicable deadline and how to submit any required notice. A phone call alone may not satisfy the written-notice requirement for a credit-card billing dispute.
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Explain what happened accurately
You placed the order
If you knowingly bought from the shop, say so. Explain why you believe the merchant was deceptive, whether the goods arrived, and whether they matched what was promised. A purchase for goods not received or not accepted may qualify as a credit-card billing error; the issuer can explain how it applies the rules to your case. CFPB guidance says you may first approach the seller, but if contacting a suspected scam shop seems unsafe or unhelpful, ask the issuer what to do. CFPB credit-card dispute guidance.
Someone else used your card
If another person used stolen card details without your permission, report the transaction as unauthorized immediately. Do not describe a purchase you made as unauthorized simply because the merchant turned out to be a scam. That distinction matters because unauthorized electronic-transfer rules and purchase-dispute procedures are not the same.
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Credit-card disputes: send written notice within 60 days
For a credit-card billing error, CFPB says to send a written notice within 60 calendar days after the charge first appears on your statement. Use the billing-inquiries address or the dispute process specified by your issuer, and retain a copy and proof of submission. You can dispute a charge even if you have already paid it; a refund or account credit depends on the issuer’s decision. The company generally must acknowledge a written dispute within 30 days unless it has completed the required resolution within that period. Read the CFPB’s credit-card dispute steps.
Do not wait for the seller to respond before checking the deadline with your issuer. If the charge is close to the 60-day mark, prioritize sending the written notice through the issuer’s stated process.
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Debit-card disputes: report unauthorized transfers promptly
Contact your bank or credit union immediately about a debit-card problem. For unauthorized electronic transfers, CFPB guidance says reporting within two business days after learning that a card or PIN was lost or stolen generally limits liability to the lesser of the amount taken or $50. Reporting later can expose you to as much as $500. If the card or PIN was not lost or stolen, a separate deadline may apply: notify the institution within 60 days after it sends the statement showing the unauthorized transfer. These are rules for unauthorized transactions, not an automatic refund guarantee when you personally paid a deceptive shop. See CFPB debit-card liability guidance.
For an electronic-transfer error, the bank generally has 10 business days to investigate after you notify it; the initial period can be 20 business days for an account open less than 30 days. If it needs longer, temporary credit is generally required subject to exceptions and process requirements. The general resolution deadline is 45 days, with some cases taking up to 90 days. If the bank finds an error, it generally has one business day to correct it and three business days to report its findings after correction. These timeframes concern the bank’s investigation process and do not establish that a knowingly made scam-shop payment is an error.
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Keep evidence and a short timeline
Save documents and screenshots before the shop’s site or messages disappear. Organize them so the issuer can quickly see what you ordered, what you paid, and what happened afterward.
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- Screenshots of the product listing, storefront, advertised claims, and refund or delivery policy.
- Tracking information or other records showing whether the goods arrived.
- Messages with the seller, including any refund request or response.
- A concise timeline of the purchase, expected delivery, discovery of the problem, and calls or notices to your bank or issuer.
- Copies of letters and forms, proof of submission, call dates, and claim numbers.
Secure the account and watch for more charges
Review recent activity and keep checking for suspicious transactions. Card details can be misused later, so tell the issuer promptly if another charge appears. Ask whether the card should be cancelled and replaced; if debit-card details or the PIN may have been exposed, ask whether to change the PIN as well. If a replacement card has a new number, update legitimate automatic payments that use the old one. CFPB advice on steps after a scam.
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Report the shop through official channels
You can report suspected fraud to the Federal Trade Commission at ReportFraud.ftc.gov. Depending on the facts, CFPB also identifies the FBI’s Internet Crime Complaint Center (IC3), your state attorney general, and local police as reporting options. Use agency websites or contact details you verify independently.
Be wary of unsolicited calls or messages claiming they can recover your money or protect your account. Do not send extra money to the shop to release a refund, or to a stranger claiming to be from a bank, government agency, or law enforcement. CFPB fraud guidance.
How the card type changes the process
| Issue | Credit card | Debit card |
|---|---|---|
| Who to contact | Card issuer, promptly, to ask about stopping and disputing the charge. | Bank or credit union, promptly, to report the transfer and ask about its process. |
| Deadline highlighted by CFPB | Written billing-error notice within 60 calendar days after the charge appears on a statement. | For unauthorized transactions, timing can depend on whether the card or PIN was lost or stolen; CFPB describes a two-business-day deadline in that case and a 60-day deadline after the statement is sent for certain other cases. |
| Investigation timing | The issuer generally acknowledges a written dispute within 30 days unless it has completed the required resolution process within that period. | Generally 10 business days to investigate, with temporary credit generally required if more time is needed, subject to exceptions. Resolution is generally within 45 days, with some cases taking up to 90 days. |
| Possible result | The issuer may reverse a valid disputed charge; paying the charge already does not prevent you from disputing it. | The bank may provide temporary credit during an investigation. It may remove that credit if it determines the transaction was authorized, after providing written notice. |
These timelines describe U.S. federal consumer guidance. The institution’s process and your rights depend on the facts and applicable rules, and the bank or issuer decides the claim.
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