Dispute Categories

    Learn more about the different reasons for disputes that occur and how to respond accordingly.

    When a payment is disputed by a cardholder, their bank 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.

    Depending on the reason the payment was disputed, there are different recommendations for how to respond and what evidence you should provide. Additionally, there is general evidence fields that you should also include when responding to any kind of dispute.

    General evidence fields 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 fields (if available).

    Field Description
    billing_address The billing address provided by the customer (if the AVS check was successful). This field is automatically filled when possible.
    customer_name The name of the customer. This field will be automatically filled when possible.
    customer_email_address The email address of the customer. This field will be automatically filled when possible.
    customer_purchase_ip The IP address that the customer used when making the purchase. This field will be automatically filled when possible, and will be expanded to include geographical data before we send your evidence to the customer's credit card company.
    customer_signature A relevant document or contract showing the customer's signature.
    customer_communication 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).
    receipt Any receipt or message sent to the customer notifying them of the charge. This field will be automatically filled with a Stripe generated email receipt if any such receipt was sent.
    product_description 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.

    Credit not processed

    The customer claims that the purchased product was returned or the transaction was otherwise canceled, but you have not yet provided a refund or credit.

    Required to overturn dispute: Demonstrate that you have refunded your customer through other means or that your customer is not entitled to a refund.

    How to respond: You should first get in touch with your customer. If you understand what their complaint is, there is a chance for you to explain the misunderstanding or to make it right. If you’re able to resolve the issue with your customer, you can ask that they withdraw the dispute. If they agree to do this, you should still submit evidence for the dispute. The evidence should also include a statement that the cardholder said they would withdraw the dispute (including any email correspondence).

    You cannot issue a refund while a payment is being disputed. If you believe that your customer was entitled a refund that you did not provide, you can accept the dispute.

    Evidence field Description
    refund_policy Your refund policy, as shown or provided to the customer.
    refund_policy_disclosure An explanation of how and when the customer was shown or provided your refund policy prior to purchase.
    refund_refusal_explanation Your explanation for why the customer is not entitled to a refund.
    Evidence field Description
    refund_policy Your refund policy, as shown or provided to the customer.
    refund_policy_disclosure An explanation of how and when the customer was shown or provided your refund policy prior to purchase.
    refund_refusal_explanation Your explanation for why the customer is not entitled to a refund.
    Evidence field Description
    refund_policy Your refund policy, as shown or provided to the customer.
    refund_policy_disclosure An explanation of how and when the customer was shown or provided your refund policy prior to purchase.
    refund_refusal_explanation Your explanation for why the customer is not entitled to a refund.

    How to prevent it: Have a clear return policy and make it easy to find. For customers requesting a replacement or refund, make sure to honor your returns or refund policy promptly.

    Duplicate

    The customer claims they were charged multiple times for the same product or service.

    Required to overturn dispute: Demonstrate that each payment was for a separate product or service.

    How to respond: Determine if your customer was incorrectly charged multiple times. If they were, you should accept the dispute. You cannot issue a refund while a payment is being disputed.

    If there have been two or more separate payments, you should get in touch with your customer. If you understand what their complaint is, there is a chance for you to explain the misunderstanding or to make it right. If you’re able to resolve the issue with your customer, you can ask that they withdraw the dispute. If they agree to do this, you should still submit evidence for the dispute. The evidence should also include a statement that the cardholder said they would withdraw the dispute (including any email correspondence).

    Collect any and all information documenting that each payment was made separately, such as copies of receipts. If the receipts don’t include the items purchased, be sure to include an itemized list. Each receipt should clearly indicate that the payments are for separate purchases of items or services. If you’ve been able to get in touch with the customer you should be sure to address any concerns they had in your evidence.

    Evidence field Description
    duplicate_charge_id The charge ID for the previous payment that appears to be a duplicate of the one that is disputed.
    duplicate_charge_explanation An explanation of the difference between the disputed payment and the prior one that appears to be a duplicate.
    duplicate_charge_documentation Documentation for the prior payment that can uniquely identify it, such as a separate receipt. This document should be paired with a similar document from the disputed payment that proves the two are separate. This should also include a separate shipping label or receipt for the other payment. If multiple products were shipped together, provide a packing list that shows each purchase.
    shipping_documentation A shipping label or receipt for the disputed payment.
    Evidence field Description
    duplicate_charge_id The charge ID for the previous payment that appears to be a duplicate of the one that is disputed.
    duplicate_charge_explanation An explanation of the difference between the disputed payment and the prior one that appears to be a duplicate.
    duplicate_charge_documentation Documentation for the prior payment that can uniquely identify it, such as a separate receipt. This document should be paired with a similar document from the disputed payment that proves the two are separate.
    Evidence field Description
    duplicate_charge_id The charge ID for the previous payment that appears to be a duplicate of the one that is disputed.
    duplicate_charge_explanation An explanation of the difference between the disputed payment and the prior one that appears to be a duplicate.
    duplicate_charge_documentation Documentation for the prior payment that can uniquely identify it, such as a separate receipt or service documentation. This document should be paired with a similar document from the disputed payment that proves the two are separate.
    service_documentation A copy of a service agreement or documentation for the disputed payment.

    How to prevent it: Ensure your Stripe integration can handle errors without double-charging. If a customer’s card is charged more than once accidentally, you should right the duplicates immediately and get in touch with your customer. Sending detailed receipts that explain each payment also help prevent this type of dispute in the future.

    Fraudulent

    This is the most common reason for a dispute and happens when a cardholder claims that they didn’t authorize the payment. This can happen if the card was lost or stolen and used to make a fraudulent purchase. It can also happen if the cardholder doesn’t recognize the payment as it appears on the billing statement from their bank.

    Required to overturn dispute: Get the cardholder to withdraw the dispute by helping them identify the payment or prove to the bank that their cardholder did authorize it.

    How to respond: First, try to get in touch with the cardholder. Sometimes people forget about payments they make. It’s also possible that there is an additional cardholder on the account or someone they authorized to use the card (e.g., a spouse) made the payment and were unaware of it at the time. If this is the case, ask them to let their bank know that they want to withdraw the dispute.

    Having the cardholder withdraw the dispute is by far the best way for you to make sure a dispute is resolved in your favor. If they agree to do this, you must still submit evidence for the dispute. The evidence should include a statement that the cardholder agreed to withdraw the dispute (including any email correspondence), as well as the suggested fields below.

    If you believe the payment was actually made using a stolen credit card, you will need to accept the dispute. The credit card networks place liability for accepting fraudulent payments with you, the business. However, if you believe the dispute is not valid, you can attempt to prove this with the following information:

    Evidence field Description
    shipping_address The address to which a physical product was shipped. You should try to include as much complete address information as possible. The shipping address should match a verified billing address to maximize your likelihood of winning the dispute.
    shipping_date The date on which a physical product began its route to the shipping address, in a clear human-readable format. This date should be prior to the date of the dispute.
    shipping_carrier The delivery service that shipped a physical product, such as Fedex, UPS, USPS, etc. If multiple carriers were used for this purchase, please separate them with commas.
    shipping_tracking_number The tracking number for a physical product, obtained from the delivery service. If multiple tracking numbers were generated for this purchase, please separate them with commas. When we compile your evidence into a single document, these tracking numbers will be expanded to include detailed delivery information from the carrier.
    shipping_documentation Documentation showing proof that a product was shipped to the cardholder at the same address the cardholder provided to you. This could include a copy of the shipment receipt, shipping label, etc, and should show the full shipping address of the cardholder, if possible.
    Evidence field Description
    access_activity_log Any server or activity logs showing proof that the cardholder accessed or downloaded the purchased digital product. This information should include IP addresses, corresponding timestamps, and any detailed recorded activity.
    Evidence field Description
    service_date The date on which the cardholder received or began receiving the purchased service, in a clear human-readable format.
    service_documentation Documentation showing proof that a service was provided to the cardholder. This could include a copy of a signed contract, work order, or other form of written agreement.

    How to prevent it: This is the hardest type of dispute to win so you should make sure to have clear communication with your customer and measures in place to avoid fraudulent payments. For instance:

    • Make sure your statement descriptor is easily recognizable to your customers and reflects the URL they would associate with their purchase
    • Send receipts upon payment so your customers can recall what they paid for
    • If you ship physical products, consider shipping only to addresses that match a verified billing address or reaching out to the customer before shipping to a different addresses

    General

    This is an uncategorized dispute, so you should contact the customer for additional details to find out why the payment was disputed.

    Product not received

    The customer claims they did not receive the products or services purchased.

    Required to overturn dispute: Prove that the customer received a physical product or offline service, or made use of a digital product or online service. This must have occured prior to the date the dispute was initiated.

    How to respond: First, get in touch with your customer. Understanding why they filed the dispute will be important for helping make sure your customer gets the product and will give you critical information to prevent this from happening to others.

    Having the cardholder withdraw the dispute is by far the best way for you to make sure a dispute is resolved in your favor. If they agree to do this, you must still submit evidence for the dispute. The evidence should include a statement that the cardholder agreed to withdraw the dispute (including any email correspondence), as well as the suggested fields below.

    Evidence field Description
    shipping_address The address to which a physical product was shipped. You should try to include as much complete address information as possible. The shipping address should match a verified billing address to maximize your likelihood of winning the dispute.
    shipping_date The date on which a physical product began its route to the shipping address, in a clear human-readable format. This date should be prior to the date of the dispute.
    shipping_carrier The delivery service that shipped a physical product, such as Fedex, UPS, USPS, etc. If multiple carriers were used for this purchase, please separate them with commas.
    shipping_tracking_number The tracking number for a physical product, obtained from the delivery service. If multiple tracking numbers were generated for this purchase, please separate them with commas. When we compile your evidence into a single document, these tracking numbers will be expanded to include detailed delivery information from the carrier.
    shipping_documentation Documentation showing proof that a product was shipped to the cardholder at the same address the cardholder provided to you. This could include a copy of the shipment receipt, shipping label, etc, and should show the full shipping address of the cardholder, if possible.
    Evidence field Description
    access_activity_log Any server or activity logs showing proof that the cardholder accessed or downloaded the purchased digital product. This information should include IP addresses, corresponding timestamps, and any detailed recorded activity.
    Evidence field Description
    service_date The date on which the cardholder received or began receiving the purchased service, in a clear human-readable format.
    service_documentation Documentation showing proof that a service was provided to the cardholder. This could include a copy of a signed contract, work order, or other form of written agreement.

    How to prevent it: For physical products, promptly ship them after collecting payment. Estimate shipping and delivery dates as accurately as you can, and communicate clearly with your customer. If shipping delays arise unexpectedly, keep your customer apprised. Save shipping labels, and for high value products considering requiring a signature upon receipt. For digital goods or services, maintain access logs or documentation that tie use back to the customer.

    Product unacceptable

    The product or service was received but was defective, damaged, or not as described.

    Required to overturn dispute: Demonstrate that the product or service was delivered as described at the time of purchase.

    How to respond: First, get in touch with your customer. If you understand why they’re dissatisfied, there is a chance for you to explain the misunderstanding or to make it right.

    Having the cardholder withdraw the dispute is by far the best way for you to make sure a dispute is resolved in your favor. If they agree to do this, you must still submit evidence for the dispute. The evidence should include a statement that the cardholder agreed to withdraw the dispute (including any email correspondence), as well as the suggested fields below.

    If your customer made no attempt to return the product or cancel the service, or if you provided a replacement product or service, make sure to note that as well.

    Evidence field Description
    shipping_address The address to which a physical product was shipped. You should try to include as much complete address information as possible. The shipping address should match a verified billing address to maximize your likelihood of winning the dispute.
    shipping_date The date on which a physical product began its route to the shipping address, in a clear human-readable format. This date should be prior to the date of the dispute.
    shipping_carrier The delivery service that shipped a physical product, such as Fedex, UPS, USPS, etc. If multiple carriers were used for this purchase, please separate them with commas.
    shipping_tracking_number The tracking number for a physical product, obtained from the delivery service. If multiple tracking numbers were generated for this purchase, please separate them with commas. When we compile your evidence into a single document, these tracking numbers will be expanded to include detailed delivery information from the carrier.
    shipping_documentation Documentation showing proof that a product was shipped to the cardholder at the same address the cardholder provided to you. This could include a copy of the shipment receipt, shipping label, etc, and should show the full shipping address of the cardholder, if possible.
    Evidence field Description
    access_activity_log Any server or activity logs showing proof that the cardholder accessed or downloaded the purchased digital product. This information should include IP addresses, corresponding timestamps, and any detailed recorded activity.
    Evidence field Description
    service_date The date on which the cardholder received or began receiving the purchased service, in a clear human-readable format.
    service_documentation Documentation showing proof that a service was provided to the cardholder. This could include a copy of a signed contract, work order, or other form of written agreement.

    How to prevent it: Make sure your product descriptions are clear and accurate. If you’re shipping physical products, ensure that you pack and ship your products in a way that protects them from being damaged in transit. Respond promptly and handle customer requests for replacements for defective or damaged products promptly.

    Subscription canceled

    The customer claims that you continued to charge them after a subscription was canceled.

    Required to overturn dispute: Prove that the subscription was still active and that the customer was aware of, and did not follow, your cancellation procedure.

    How to respond: First, get in touch with your customer. If you understand what they believe happened, there is a chance for you to explain the misunderstanding or to make it right.

    Having the cardholder withdraw the dispute is by far the best way for you to make sure a dispute is resolved in your favor. If they agree to do this, you must still submit evidence for the dispute. The evidence should include a statement that the cardholder agreed to withdraw the dispute (including any email correspondence), as well as the suggested fields below.

    Evidence field Description
    cancellation_policy Your subscription cancellation policy, as shown to the customer.
    cancellation_policy_disclosure An explanation of how and when the customer was shown your cancellation policy prior to purchase.
    cancellation_rebuttal A justification for why the customer's subscription was not canceled.
    customer_communication A notification sent to the customer of a renewal or continuation of the subscription, or an acknowledgement from the customer of their continued use of the product or service after the date they claim they canceled the subscription (if available).
    Evidence field Description
    access_activity_log Any server or activity logs showing proof that the cardholder accessed or downloaded the purchased digital product. This information should include IP addresses, corresponding timestamps, and any detailed recorded activity.
    cancellation_policy Your subscription cancellation policy, as shown to the customer.
    cancellation_policy_disclosure An explanation of how and when the customer was shown your cancellation policy prior to purchase.
    cancellation_rebuttal A justification for why the customer's subscription was not canceled.
    customer_communication A notification sent to the customer of a renewal or continuation of the subscription, or an acknowledgement from the customer of their continued use of the product or service after the date they claim they canceled the subscription (if available).
    Evidence field Description
    cancellation_policy Your subscription cancellation policy, as shown to the customer.
    cancellation_policy_disclosure An explanation of how and when the customer was shown your cancellation policy prior to purchase.
    cancellation_rebuttal A justification for why the customer's subscription was not canceled.
    customer_communication A notification sent to the customer of a renewal or continuation of the subscription, or an acknowledgement from the customer of their continued use of the product or service after the date they claim they canceled the subscription (if available).
    service_date The date on which the cardholder received or began receiving the purchased service, in a clear human-readable format.
    service_documentation Documentation showing proof that a service was provided to the cardholder. This could include a copy of a signed contract, work order, or other form of written agreement.

    How to prevent it: Promptly cancel subscriptions upon request, making sure to pass the cancellation along to Stripe if you use our subscription functionality and provide your customer with a confirmation of the cancellation. Make it clear on your signup page that your customers are agreeing to a recurring payment and include information about whether or not you plan to notify the customer before each payment. Make sure cancellation procedures are clearly communicated to your customers.

    Unrecognized

    The customer doesn’t recognize the payment appearing on their card statement.

    Required to overturn dispute: As with fraudulent disputes, get your customer to withdraw the dispute by helping them identify the payment.

    How to respond: First, try to get in touch with the cardholder. Sometimes people forget about payments they make. It’s also possible that there is an additional cardholder on the account or someone they authorized to use the card (e.g., a spouse) made the payment and were unaware of it at the time. If this is the case, ask them to let their bank know that they want to withdraw the dispute.

    Having the cardholder withdraw the dispute is by far the best way for you to make sure a dispute is resolved in your favor. If they agree to do this, you must still submit evidence for the dispute. The evidence should include a statement that the cardholder agreed to withdraw the dispute (including any email correspondence), as well as the suggested fields below.

    Evidence field Description
    shipping_address The address to which a physical product was shipped. You should try to include as much complete address information as possible. The shipping address should match a verified billing address to maximize your likelihood of winning the dispute.
    shipping_date The date on which a physical product began its route to the shipping address, in a clear human-readable format. This date should be prior to the date of the dispute.
    shipping_carrier The delivery service that shipped a physical product, such as Fedex, UPS, USPS, etc. If multiple carriers were used for this purchase, please separate them with commas.
    shipping_tracking_number The tracking number for a physical product, obtained from the delivery service. If multiple tracking numbers were generated for this purchase, please separate them with commas. When we compile your evidence into a single document, these tracking numbers will be expanded to include detailed delivery information from the carrier.
    shipping_documentation Documentation showing proof that a product was shipped to the cardholder at the same address the cardholder provided to you. This could include a copy of the shipment receipt, shipping label, etc, and should show the full shipping address of the cardholder, if possible.
    Evidence field Description
    access_activity_log Any server or activity logs showing proof that the cardholder accessed or downloaded the purchased digital product. This information should include IP addresses, corresponding timestamps, and any detailed recorded activity.
    Evidence field Description
    service_date The date on which the cardholder received or began receiving the purchased service, in a clear human-readable format.
    service_documentation Documentation showing proof that a service was provided to the cardholder. This could include a copy of a signed contract, work order, or other form of written agreement.

    How to prevent it: Make sure your statement descriptor is easily recognizable to your customers (and reflects the URL they would associate with their purchase) so they can tell who charged them.

    Next steps

    Now that you know more about the different reasons for disputes, you may want to learn about how to prevent them from happening: