Stripe Chargeback Evidence: What You Need to Win

Why Stripe Disputes Are Different

Stripe processes disputes differently than traditional card networks. While Visa and Mastercard chargebacks go through the issuing bank's formal arbitration process, Stripe handles disputes through their internal review team. This means:

Stripe's Evidence Fields Explained

When you respond to a Stripe dispute, you'll see specific evidence fields in your dashboard. Here's what to put in each field:

Product Description

Describe what the customer purchased. This should match your website/app description exactly. Include:

• Product/service name
• Key features or deliverables
• Duration (for subscriptions)
• What the customer saw at checkout

Customer Communication

All emails, chat logs, support tickets between you and the customer. Show:

• Order confirmations sent
• Shipping notifications
• Support interactions
• Renewal reminders (for subscriptions)
• Whether customer ever contacted you about a problem

Customer Signature

For physical goods, upload delivery signature if available. For digital goods, this field is less critical but you can include:

• IP address at time of purchase
• Acceptance of terms of service
• Account creation confirmation

Shipping Documentation

For physical goods only. Upload:

• Tracking number
• Carrier name
• Delivery confirmation screenshot
• Signature proof (if signed)

Refund Policy

Screenshot of your refund policy as shown to customers. Must include:

• Time window for refund requests
• Process for requesting refunds
• Any conditions or restrictions
• Proof customer saw this policy (checkbox, terms link)

Duplicate Charge Documentation

Only relevant if dispute reason is "duplicate charge." Show:

• The two charges are for separate purchases
• Different order IDs
• Different delivery dates
• Different products/services

Additional Evidence

This is your most important field. Include anything that proves:

• The transaction was legitimate
• Customer received what they paid for
• Customer used/accessed the product/service

Evidence by Dispute Type

Fraudulent Disputes

Customer claims they didn't authorize the charge. Focus on:

• AVS match: Billing address matched cardholder address
• CVV check: CVV verification passed
• IP geolocation: Purchase IP matched card country
• Device fingerprinting: Same device used for previous orders
• Account history: Previous successful orders from this customer
• Usage proof: They logged in and used the product/service

See our complete Stripe fraud response guide for more details.

Product Not Received

Customer claims they never got the product. You need:

• Physical goods: Tracking showing "delivered" to verified address
• Digital goods: Download logs, access logs, IP addresses
• Services: Completion confirmation, project deliverables, time logs

Product Unacceptable

Customer says product didn't match description or was defective. Show:

• Exact product description from your website
• Photos/videos of product as delivered
• Proof product matches description
• Customer never contacted you about the issue
• Your refund/return policy was clearly displayed

Subscription Disputes

Customer claims they canceled or didn't know about renewal:

• Subscription agreement showing auto-renewal terms
• Email confirmations of renewals
• Proof customer never canceled (no cancellation record)
• Usage logs showing they used service after dispute date
• Clear cancellation policy and process

5 Common Mistakes That Lose Stripe Disputes

Stripe-Specific Win Rate Boosters

Use Stripe Radar Data
If you have Stripe Radar enabled, include the risk score and fraud indicators in your response. Low risk scores support your case.

Show Previous Successful Orders
If this customer has ordered before without issues, highlight that. It suggests this dispute is friendly fraud.

Include 3D Secure Authentication
If the payment went through 3D Secure (Strong Customer Authentication), that's powerful evidence the cardholder authorized it.

Prove Continued Usage After Dispute
The strongest evidence: customer continued using your service AFTER filing the dispute. Include login logs showing post-dispute usage.

For SaaS and Digital Products

Digital products have unique challenges on Stripe. You can't show tracking numbers, so focus on:

• Access logs: Dates, times, IP addresses of logins
• Feature usage: Which features customer used and how often
• Data created: Files uploaded, projects created, etc.
• API calls: For developer tools, show API usage
• Export/download history: What data customer exported

See our SaaS chargeback guide for specific strategies.