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Stripe chargeback evidence: what to include and how to organize it

When a customer disputes a Stripe charge, the card network asks you to provide evidence. This guide explains what to include, how to structure your submission, and what reviewers actually look for — specifically for SaaS and digital product businesses.

What happens when a Stripe chargeback is filed

When a customer contacts their bank and disputes a charge, the bank initiates a chargeback with the card network (Visa, Mastercard, American Express, or Discover). The card network places a hold on the disputed funds and asks Stripe to respond. Stripe then passes the dispute to you — the merchant — and asks for evidence.

You typically have 7–21 days to submit your response, depending on the card network and dispute type. Missing the deadline means forfeiting your right to respond.

The card network — not Stripe — makes the final decision. Stripe collects and forwards your evidence but does not adjudicate disputes. The bank reviews the evidence and decides whether to side with you or the cardholder.

What evidence to include in a Stripe dispute response

A well-organized evidence pack typically includes the following elements. Not every element applies to every dispute, but including what you have — clearly organized — is better than a wall of text.

1

Case summary

A clear, concise overview of the transaction: customer name, order date, amount, product name, and the specific dispute type. Reviewers process many cases — a well-organized summary is the first thing they see and sets the tone for your entire submission.

2

Product or service description

A plain-language description of what was sold, including what access or deliverable the customer received. For SaaS products, describe the features, scope, and any relevant terms. For digital products, describe the content and format.

3

Proof of delivery or fulfillment

For digital goods: login activity logs, access confirmation emails, download records, or screenshots of the customer's account showing active use. For services: delivery confirmation, completion records, or session logs. The burden is on you to show the product or service was made available.

4

Customer communication records

Exported email threads, support ticket logs, or chat transcripts showing interaction with the customer. Relevant communication includes anything that contradicts the dispute claim — for example, the customer confirming receipt, requesting a refund after using the product, or acknowledging the subscription terms.

5

Terms of service and refund policy

A screenshot or reference to the refund policy the customer agreed to at the time of purchase. For subscription businesses, include cancellation policy terms. Courts and card networks recognize that agreed-upon terms are part of the transaction record.

6

Evidence timeline

A chronological list of key events: purchase date, fulfillment date, any customer contact, subscription cancellation requests, and the dispute date. A clear timeline helps reviewers quickly understand the sequence of events without reading paragraph text.

Evidence guidance by dispute type

The most relevant evidence varies by the reason the customer gave for the dispute. Focus your strongest evidence on the specific claim.

Unauthorized transaction

Focus on proving the charge was authorized: device fingerprints, IP addresses, login activity, and any prior purchases from the same account or card. If the customer used the product or service after the charge, document that activity. Stripe may also have 3D Secure authentication records you can reference.

Service not received

Prove that the product or service was made available as described. For software: login confirmation, access logs, or email confirmation. For digital downloads: delivery confirmation. For services: completion records, session logs, or communication confirming delivery.

Subscription canceled / not recognized

Provide the subscription history, original sign-up date, any cancellation confirmation (or lack thereof), and communication showing the customer had access throughout the billing period. If the subscription was not canceled before the charge, document that clearly.

Product not as described

Show that the product description at the time of purchase matches what was delivered. Include the product page or listing as it appeared when the customer purchased, alongside evidence of what was actually delivered. If the customer communicated specific concerns, respond to each point with evidence.

Common mistakes in chargeback responses

  • Submitting a wall of unstructured text with no clear organization
  • Failing to address the specific dispute reason code
  • Uploading files that are too large, unreadable, or irrelevant
  • Missing the submission deadline
  • Arguing the customer is wrong without providing actual documented evidence
  • Not including a timeline — reviewers need to understand the sequence of events

ProofPack organizes all of this automatically

Instead of building your evidence pack manually in a Word document or Google Doc, ProofPack guides you through each section, generates a timeline, organizes your uploaded files, and exports a clean, structured PDF — ready to submit with your Stripe dispute response.

Build your evidence pack

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