When a payment is disputed by a cardholder, their card issuer assigns one of the following categories to best describe the reason for it. This is displayed in the Dashboard when viewing a dispute and as a value for the
reason attribute of a Dispute object.
- Credit not processed
- Product not received
- Product unacceptable
- Subscription canceled
There are different recommendations for how to respond and what evidence you should provide. These depend on the dispute reason and what was purchased (physical product, digital product or service, or offline service). There is also general evidence you should include when responding to any kind of dispute. Including as much relevant information as possible in a response increases the likelihood that the dispute is found in your favor.
Compelling evidence for Visa disputes
Visa has more stringent requirements on the evidence required to overturn disputes with a reason of fraudulent or product not received. You must provide at least one piece of compelling evidence—proof that the cardholder participated in the transaction, received any goods or services, or benefited from the transaction—with any dispute response. Certain types of compelling evidence are comprised of multiple pieces of information (e.g., customer’s IP address and their device’s location at the time of purchase). If you don’t submit all required compelling evidence, a dispute can’t be overturned.
Look for evidence labeled as Compelling Evidence within these dispute categories. It’s also recommended that you collect and submit compelling evidence regardless of the card brand being used.
Refer to the evidence submission guide if you regularly lose disputes or find that your evidence isn’t relayed to the card issuer. You can also contact Stripe support with examples of your disputes so we can help ensure that your evidence is sufficient.
General evidence for all dispute categories
Including as much relevant information as possible when you submit a response increases the likelihood that the dispute is found in your favor. When responding to any type of dispute, make sure you include the following evidence (if available).
|The billing address provided by the customer (if the AVS check was successful). This field is automatically filled when possible.|
|The name of the customer. This field is automatically filled when possible.|
|The email address of the customer. This field is automatically filled when possible.|
|The IP address that the customer used when making the purchase. This field is automatically filled when possible, and is expanded to include geographical data before we send your evidence to the customer’s credit card company.|
|A relevant document or contract showing the customer’s signature.|
|Any communication with the customer that you feel is relevant to your case (e.g., emails proving that they received the product or service, or demonstrating their use of or satisfaction with the product or service).|
|Any receipt or message sent to the customer notifying them of the charge. This field is automatically filled with a Stripe generated email receipt if any such receipt was sent.|
|A description of the product or service and any relevant details on how this was presented to the customer at the time of purchase.|
The more information your integration collects and passes to Stripe when your customer makes a payment, the better your ability to prevent disputes and fraud from occurring.