Stripe Chargeback Evidence Checklist
When a Stripe dispute arrives, the quality of your evidence response matters more than its volume. A clear, well-organized submission with the right documents is far more useful than a large pile of loosely related files. This checklist covers everything a SaaS or digital product business should consider gathering before submitting a dispute response.
Why evidence quality matters
Stripe forwards your evidence to the card network, which then forwards it to the issuing bank. The reviewer at the bank is not familiar with your product, your processes, or your platform. They are looking for a clear, factual case — not a wall of text or an unstructured folder of screenshots.
For SaaS and digital products specifically, the core challenge is proving intangible delivery: that the customer had access to what they paid for, used it, and agreed to the terms that apply. The checklist below is organized around exactly that.
The checklist
Not every item will apply to every case. Use this as a starting point — check off what you have, note what is missing, and gather what you can before the deadline.
Customer identity and account ownership
- Customer name and email address used at checkout
- Account creation date and signup IP address
- Any prior purchases from the same email or card
- Screenshot of the account profile (showing name, email, created date)
- Email address match between billing and account login
Product access and usage proof
- Login records showing the customer accessed their account after purchase
- Session timestamps from your product logs or analytics
- Feature usage records (pages visited, files downloaded, API calls made)
- Account activation or onboarding completion events
- Screenshot of the customer's account dashboard showing active use
Billing records
- Invoice or receipt for the disputed charge
- Stripe payment record (charge ID, date, amount, last four digits of card)
- Billing history showing prior charges not disputed by the same customer
- Subscription plan details (pricing, billing cycle, what is included)
- Renewal notice or upcoming-charge email (if applicable)
Cancellation and refund history
- Cancellation policy as displayed at signup and at time of charge
- Cancellation request log — timestamp and who initiated it
- Absence of cancellation if the customer claims they canceled
- Any refund issued and its date relative to the disputed charge
- Cancellation confirmation email sent to the customer (if applicable)
Communication records
- All support emails relevant to the dispute
- Support ticket or chat transcripts
- Any refund or cancellation request the customer submitted
- Your response to those requests
- Onboarding emails or welcome messages confirming product access
Timeline and event chronology
- Date and time of the original purchase
- Date product or service access was provisioned
- Dates of any customer logins or product usage
- Date of any support contact or complaint
- Date of cancellation or refund request (if any)
- Date the dispute was filed
Screenshots and supporting files
- Checkout page screenshot showing terms, pricing, and billing agreement
- Confirmation email sent to the customer at the time of purchase
- Account dashboard screenshot showing active or past-active status
- Policy page screenshots (refund policy, cancellation policy, terms of service)
- Any other document directly relevant to the dispute claim
Common mistakes to avoid
Submitting only the receipt
An order confirmation alone rarely resolves a dispute. Reviewers need to see that the product was delivered and used — not just that a payment was taken.
Uploading unlabeled screenshots
Every file should have a clear caption explaining what it shows and why it matters. A screenshot without context adds little to your case.
Missing the deadline
Stripe gives you a limited window — typically 7 to 21 days depending on the card network. Missing it forfeits your right to respond. Check your Stripe Dashboard under Disputes immediately.
Not addressing the specific dispute reason
An unauthorized transaction response is different from a subscription cancellation response. Make sure your evidence directly addresses the stated reason code.
Including irrelevant files
Volume does not help. A reviewer facing a large pile of unrelated documents is more likely to miss the important ones. Include only what is clearly relevant.
No chronological structure
A timeline makes your case readable. When reviewers can follow the sequence of events — purchase, fulfillment, communication, dispute — they can evaluate your evidence more quickly.
Turn this checklist into a complete evidence pack
ProofPack walks you through each evidence category with guided prompts, organizes your uploads, and exports everything as one structured PDF — ready to submit to Stripe.
Related guides
- Chargeback evidence template →
The sections every well-structured evidence pack should include.
- Sample chargeback evidence pack →
See what a complete, dispute-ready evidence pack looks like in practice.
- How to organize evidence for a Stripe dispute →
A step-by-step workflow for gathering and structuring your proof.
- Unauthorized transaction evidence →
Login records, IP data, and device evidence for unauthorized dispute claims.
- Subscription canceled or not recognized →
Cancellation records, billing history, and renewal notice evidence.
- Stripe chargeback evidence guide →
What Stripe disputes require and how to organize evidence by dispute type.