Unauthorized Transaction Chargeback Evidence: What to Include
An unauthorized transaction dispute means the cardholder is claiming they did not authorize the payment. This is one of the most common Stripe dispute reason codes — and one of the most defensible when you have the right records. Here is what to gather and how to present it.
What an unauthorized transaction dispute means
When Stripe shows reason code 4853 (Visa) or 4837(Mastercard) — or simply labels a dispute as “unauthorized transaction” — it means the cardholder has told their bank that they did not make or authorize the purchase. This can happen because:
- The card was stolen or used without the owner's knowledge
- The account was shared with a family member who made the purchase
- The cardholder forgot about the purchase or doesn't recognize the billing descriptor
- The cardholder is disputing a legitimate charge in bad faith
Your evidence response needs to show that the transaction was authorized — ideally by demonstrating that the customer had prior knowledge of the product, completed a checkout process, and used or accessed what they purchased.
Key evidence to include
For unauthorized transaction disputes, the following evidence categories are the most effective. Not every item will apply to every case — include what you have.
Login and account activity records
Show that the customer's account was accessed after the charge. Include login timestamps, IP addresses, and session records. If your platform logs feature usage (pages viewed, files accessed, emails opened), include that too.
IP address and device matching
If you have the IP address used at checkout, compare it to prior login sessions or other known activity from the same customer. Matching device fingerprints or browser signatures also help. Stripe itself may include IP data in its dispute details.
Checkout and confirmation evidence
A screenshot or record of the checkout flow showing that the customer entered billing information, agreed to your terms, and received a confirmation email to their address. An order confirmation email that was opened or clicked is particularly useful.
Prior order history or account creation
If the customer has purchased before or created an account with the same email address and card, include that history. Repeat purchases from the same card are strong evidence that the cardholder was familiar with your product.
Customer communication
Any emails, support tickets, or chat messages between you and the customer — especially if they reference the order, ask for help, or request a refund — show direct engagement with the purchase and are inconsistent with a claim of no authorization.
Terms of service and checkout agreement
A screenshot of your checkout page showing that the customer was presented with and agreed to your terms, refund policy, or subscription terms before completing the purchase.
Common mistakes in unauthorized transaction responses
- Submitting only the order confirmation without any post-purchase activity — this alone is rarely sufficient
- Providing unstructured screenshots without labels explaining what each one shows
- Failing to address the reason code directly — your response should explain why the transaction was authorized
- Missing the response deadline — Stripe typically gives 7–21 days to respond, depending on card network
- Including irrelevant files that make the reviewer's job harder without adding supporting evidence
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ProofPack structures your case details, timeline, communication records, and uploaded evidence into one clean PDF — ready to submit to Stripe. $4.99 one-time, no account required.