Issuing
Disputes

Disputes

Learn how to dispute transactions.

You can dispute a transaction for many reasons, such as for a fraudulent charge or a charge for items not received. Stripe offers a guided process in the Dashboard to submit disputes and monitor them through to resolution. This process typically takes between 30 to 90 days.

Submitting a dispute

Submit a dispute by clicking Dispute transaction when viewing an eligible transaction. Transactions that are refunds or that have already been refunded cannot be disputed.

You will be redirected to a form where you can file your dispute. The form requests different information based on the dispute reason and product type (merchandise, services or digital goods). Include as much relevant information as possible to increase the likelihood of winning the dispute.

Following submission, you will be redirected to the dispute detail page with the dispute visible in a submitted status. If you subscribe to webhooks, Stripe sends a issuing_dispute.submitted webhook upon successful submission. If this was the first action on the dispute, i.e., the dispute had not been previously saved, we will also send an issuing_dispute.created webhook.

Saving a dispute

You can save your progress when filing a dispute and return later to complete submission.

Stripe sends an issuing_dispute.created webhook in response to the first save. On subsequent saves, a issuing_dispute.updated webhook is sent instead.

Saved disputes have an unsubmitted status and can be accessed from the Unsubmitted tab on the Issuing disputes page. Note that the dispute window closes 110 days after the transaction is processed. For unsubmitted disputes, a Submit by date indicating your last possible day to submit the dispute is listed in the Dashboard. After it expires, the dispute transitions to a lost status.

Resolution

Dispute statuses are updated once we hear back from the card network. If the acquiring merchant wins the dispute, the dispute’s status changes to lost and no funds are transferred.

If you win the dispute, the status changes to won and funds are transferred back to your Issuing balance. This is represented by a balance transaction of type issuing_dispute accessible in the Dashboard under All transactions and on the bottom of the dispute detail page.

Viewing a dispute’s balance transactions in the Dashboard.

Both of these outcomes result in an issuing_dispute.updated webhook. If you won the dispute, Stripe also sends an issuing_dispute.funds_reinstated webhook to inform you about funds returning to your balance.

General Guidance

Keep in mind the following principles when submitting disputes:

  1. The cardholder must attempt to return any product they receive if they intend to dispute it. If the purchase is for an ongoing service, they must cancel it before disputing it.
  2. The cardholder must have attempted to resolve the issue with the merchant. For example, if a cardholder did not receive a purchase, they must attempt to contact the merchant before submitting a dispute or the dispute will not be valid.
  3. Submit disputes in a timely manner. Disputes cannot be submitted more than 110 days after the transaction was processed.
  4. There are categories of transactions which cannot be disputed. Of these, the most common are ATM transactions and mobile push payment transactions.

Dispute reasons and evidence

Disputes can be submitted with one of the following reasons:

  • Fraudulent
  • Not received
  • Duplicate charge
  • Not as described
  • Previously canceled
  • Late delivery
  • Other

Each reason requires by a different set of evidence, though some fields are common to most disputes:

Evidence Description
Product type Required A selection of whether or not the purchase was merchandise, or service or digital product. Merchandise typically require proof of return while services and digital products require proof of cancellation.
Product description Required A detailed description of the purchase.
Explanation A description of the transaction and why the cardholder is disputing the purchase. This field can also be used to provide additional explanation not captured anywhere else.
Additional documentation Relevant documents such as card statements or return shipping tracking. Dispute evidence must be in the format of PDF, TIFF, or JPEG. Before submitting, ensure that any text or images are clear and large enough to show up clearly in a black and white fax transmission.

Some reasons will accept more evidence in addition to the four above:

Evidence Description
No other evidence is required.
Evidence Description
Expected receipt date Required The date the purchase was expected to arrive or date of scheduled service.
Evidence Description
Payment method Required Method that the merchant first used to charge for the purchase. The selection here determines which one of the following evidence is required.
Cash receipt Receipt of the cash transaction.
Check image Image of the front and back of the check.
Original transaction Token of the original transaction that paid for the purchase. This transaction should have preceded the transaction being disputed.
Card statement Card statement containing the transaction.
Evidence Description
Received date Required The date the cardholder received the purchase. Leave empty if no purchase was received.
Return status Required The outcome of the return. As explained in our General Guidelines section, the dispute is invalid if the cardholder received the purchase but has not attempted to return it. Applicable only for merchandise.
Return date /
Attempted return date Required
The date the cardholder initiated return of the purchase. Applicable only for merchandise.
Return description Required A description of the how the return was carried out. Name the shipping carrier and provide the tracking number where possible. Applicable only for merchandise.
Cancellation date Required The date the cardholder canceled the purchase. Applicable only for service or digital product.
Cancellation reason Required The cardholder’s rationale for canceling the purchase. Applicable only for service or digital product.
Evidence Description
Expected receipt date Required The date the purchase was expected to arrive or date of scheduled service.
Received date The date the cardholder received the purchase.
Return status The outcome of the return. As explained in our General Guidelines section, the dispute is invalid if the cardholder received the purchase but has not attempted to return it. Applicable only if merchandise was received.
Return date /
Attempted return date
The date the cardholder initiated return of the purchase. Applicable only if merchandise was received.
Policy compliance Required A selection indicating that the cancellation was in line with the merchant’s cancellation policy, or no policy was provided. The dispute is invalid if the cancellation was not in line with a cancellation policy that was provided.
Cancellation date Required The date the cardholder canceled the purchase.
Cancellation reason Required The cardholder’s rationale for canceling the purchase.
Evidence Description
Expected receipt date Required The date the merchandise was expected to arrive.
Return status Required The outcome of the return. As explained in our “General Guidelines” section, the dispute is invalid if the cardholder received the merchandise but has not attempted to return it.
Return date /
Attempted return date Required
The date the cardholder initiated return of the merchandise.
Evidence Description
No other evidence is required.
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