Learn more about the reasons for disputes and how to respond to each.
Each card network defines hundreds of codes representing very specific reasons for dispute claims, many of which overlap across all the networks that Stripe does business with. Stripe maps each network code into one of eight categories, based on the general claim and the evidence you need to submit to effectively challenge that type of claim.
Dispute network reason codes categorization
The following tables show the Stripe categories for each card network’s dispute reason codes. Network reason code is available on the dispute object.
Credit not processed
13.6 Credit not processed
13.7 Cancelled Merchandise/Services
Duplicate
12.6.1 Duplicate processing
12.6.2 Paid by other means
Fraudulent
33 Fraud analysis request
10.1 EMV Liability Shift Counterfeit Fraud
10.2 EMV Liability Shift Non-Counterfeit Fraud
10.3 Other Fraud - Card Present Environment
10.4 Other Fraud - Card Absent Environment
10.5 Visa Fraud Monitoring Program
General
28 Request for copy bearing signature
30 Cardholder request due to dispute
34 Legal process request
11.1 Card Recovery Bulletin
11.2 Declined Authorization
11.3 No Authorization
12.1 Late Presentment
12.2 Incorrect Transaction Code
12.3 Incorrect Currency
12.4 Incorrect Account Number
12.5 Incorrect Amount
12.7 Invalid Data
13.8 Original Credit Transaction Not Accepted
Product not received
13.1 Merchandise/Services Not Received
13.9 Non-Receipt of Cash or Load Transaction Value
Product unacceptable
13.3 Not as Described or Defective Merchandise/Services
13.4 Counterfeit Merchandise
13.5 Misrepresentation
Subscription canceled
13.2 Cancelled Recurring
Unrecognized
None
General evidence for all dispute categories
While each dispute reason requires specific types of evidence to show why the payment should stand, some types of evidence are universal for all dispute responses.
Discrediting evidence
Providing evidence of one of the following has a high likelihood of proving a dispute invalid and overturning the chargeback:
Proof that you already compensated the customer before they initiated the dispute (either within Stripe or using some other method).
Customer communication
refund_refusal_explanation
Background evidence
The following types of evidence are relevant for most dispute types. You should include them in every dispute response when possible. When you respond though the API, all of these data points are attributes of the dispute evidence object, but when you respond though the Dashboard, many of them are fields of information separate from the Supporting evidence section of the response form.
When your integration supports it, Stripe automatically captures most of the data for background evidence and pre-populates both the API evidence object attributes and the form fields in the Dashboard. 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, and challenge them effectively when they do.
Evidence
Dashboard Evidence Category
API Evidence Parameter
The billing address provided by the customer (if the AVS check was successful). This field is automatically filled when possible.
Billing address
billing_address
The name of the customer. This field is automatically filled when possible.
Customer name
customer_name
The email address of the customer. This field is automatically filled when possible.
Email
customer_email_address
The IP address that the customer used when making the purchase. When possible, Stripe captures this data in the response and expands it to include geographical data.
Other
customer_purchase_ip
A relevant document or contract showing the customer’s signature.
Customer signature
customer_signature
Any communication with the customer that you feel is relevant to your case (for example, emails proving that they received the product or service, or demonstrating their use of or satisfaction with the product or service). If you have multiple items of this type, consolidate them into a single file.
Customer communication
customer_communication
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.
Receipt
receipt
A description of the product or service and any relevant details on how this was presented to the customer at the time of purchase.
Product or service details Description
product_description
Compelling evidence for Visa disputes
The Visa network has a technical specification for the evidence required to overturn disputes with a reason of fraudulent, which they call Compelling Evidence.
You must provide at least one item (more is always better) that satisfies Visa’s Compelling Evidence specification for fraud disputes. Examples of evidence that meet Visa’s specification are labeled as Compelling Evidence in the Dashboard and in the fraudulent dispute type documentation.
If you don’t submit Compelling Evidence, your likelihood of overturning a Visa fraud dispute is very low, and while Visa is the only card network that designates this specification, Stripe recommends you apply the practice to all disputes.
Dispute category types
Use the selector to choose the category that matches the reason given for your dispute to see guidelines for responding.
The customer claims they were charged multiple times for the same product or service.
How to prevent it
If a customer’s card is accidentally charged more than once for a single payment, correct the duplicates immediately and get in touch with the customer to let them know you’ve handled the issue.
Send detailed receipts that explain every payment and make it easy to distinguish the unique reason for each.
If you built your own Stripe integration, ensure it can handle errors without double-charging.
Honor your written policies promptly when a customer requests and is entitled to a refund for a duplicate payment.
How to overturn it
Explain and demonstrate one or more of the following:
Each payment was for a separate product or service
Choose the product type of the disputed transaction to see relevant evidence suggestions.
Physical products are tangible goods that were either purchased in a store or shipped to the recipient, so evidence often proves the customer is in possession of the item.
Digital products or services are often virtual in nature and don’t have trackable shipping data, so focus on evidence of usage, login, or download.
Offline services include purchases that are made in advance, such as event tickets and reservations, where evidence of a cancellation policy can be material.
For this type of recommended evidence
Designate this Dashboard label or API parameter
The charge ID for the previous payment that appears to be a duplicate of the one that is disputed. If no duplicate charge exists, you can’t provide a duplicate charge ID when prompted to supply evidence in the Dashboard. In such cases, you can select All Fields from the gear menu and provide alternate evidence that is applicable to the dispute in question.
duplicate_charge_id
An explanation of the difference between the disputed payment and the one the customer believes it’s a duplicate of.
duplicate_charge_explanation
Documentation for the prior payment that can uniquely identify it, such as a separate receipt. Pair this document with a similar document from the disputed payment that proves the two are separate. Also include a separate shipping label or receipt for the other payment. If multiple products shipped together, provide a packing list that shows each purchase.
duplicate_charge_documentation
A copy of a service agreement or documentation for the disputed payment.
service_documentation
Whether or not the customer attempted to resolve the issue with you prior to filing a dispute. If they didn’t reach out to you before the dispute, state that clearly.
If you did communicate with them prior to the dispute, or if later conversations shed light on the facts of the case, submit this with your evidence. This could look like:
A screenshot of a text conversation
A PDF of an email exchange
A PDF of your written account of a phone conversation, including dates of contact
customer_communication
Any argument invalidating the dispute reason, such as a PDF or screenshot showing:
Any 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. Make sure that each receipt clearly indicates that the payments are for separate purchases of items or services. If you’ve been able to get in touch with the customer, make sure to address any concerns they had in your evidence.
Whether you already issued the refund the cardholder is entitled to
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