These recommendations are provided by our payment processor. While informative, they may not be comprehensive.
The evidence you submit plays a critical role. This document outlines how to submit strong, relevant evidence through Stripe and how to avoid common pitfalls.
Submitting Evidence
Match the Evidence to the Dispute Reason
Tailor your response to the specific reason for the dispute. Common evidence types include:
Web logs
Email communications
Shipment tracking numbers and delivery confirmations
Proof of prior refunds or replacement shipments
Example:
If the dispute reason is “Product Not Received”, include:
Shipping carrier and tracking number
Delivery confirmation with full address
Screenshots of tracking information
Avoid Including Unsupported Formats or External Links
Do not include:
Audio or video files
Requests for the issuer to call or email you
Links to downloadable files or external pages (e.g., tracking pages)
Issuers will not follow links or make contact, so all relevant information must be included directly in your Stripe evidence submission.
One-Time Submission
You may only submit dispute evidence once. Before submitting:
Ensure all evidence is included
Review carefully for clarity and completeness
Use Stripe’s auto-save feature to prepare in stages if needed
Writing an Effective Response
Be Clear, Concise, and Factual
Issuers review thousands of dispute responses. Avoid emotional language, unnecessary background about your company, or commentary on the fairness of the dispute.
Example Template:
“Jenny Rosen purchased [Product Name] from our company on [Date] using a Visa credit card. The customer agreed to our terms of service and authorized this transaction. We shipped the product on [Date] to the customer’s provided address, and it was delivered on [Date].”
Use Professional Tone and Neutral Language
Focus on facts. Investigate thoroughly:
Use Google Maps or Street View to confirm delivery locations
Search social media to confirm identity (e.g., Facebook, LinkedIn)
While communication records like emails or texts may support your case, remember:
They do not verify the customer’s identity
Redact unrelated content to keep the submission focused
Types of Supporting Evidence
Proof of Delivery or Service
For physical goods:
Provide shipment and delivery records, including the entire delivery address
Signature confirmation strengthens your defense
For digital goods:
Include IP addresses, system logs, or device information showing customer activity
If the shipping name differs from the cardholder's (e.g., a gift), include documentation explaining the reason for the name mismatch.
Terms of Service and Refund Policy
Include screenshots showing your:
Terms of Service
Refund or return policies
These must be shown as the customer would have seen them at checkout. Text copies alone are insufficient.
Refund Policy Placement
Per Visa requirements, include the refund policy before the customer's signature in your purchase agreement to confirm acknowledgement.
Formatting Your Evidence
Card issuers often rely on legacy systems (e.g., fax), so formatting is crucial for clarity. Ensure all attachments are submitted in acceptable file formats. Supported formats include PDF, JPG or JPEG, and PNG.
Use 12-point font or larger
Use U.S. Letter or A4, portrait orientation
Add bold text, callouts, or arrows to highlight key info
Avoid color highlighting
For Screenshots:
Crop to the relevant area
Circle important details (e.g., delivery confirmation)
Use text fields in the dispute form to explain the relevance of each screenshot
Illegible evidence will not be considered by issuers.
Accepting a Dispute
You may choose to accept a dispute when:
You agree with the cardholder’s claim
You do not plan to respond with evidence
Accepting a dispute is not an admission of wrongdoing and prevents further action. However, it does count toward your dispute rate, so prevention is still important.
Misunderstandings and Customer Withdrawals
If a dispute is due to a misunderstanding, the customer can tell their card issuer to cancel it. Even in this case, you should still submit evidence to:
Show that the transaction was valid
Indicate that you are not accepting the dispute
If you agree that the customer should keep the funds, accept the dispute instead of requesting a withdrawal.
Partially Refunded Transactions
Even if you’ve already issued a partial refund, a customer can still dispute the entire payment.
In your response, include:
The amount and date of the partial refund
A screenshot of the refund in your Stripe Dashboard (“credit issued” evidence)
Card issuers often cancel the original dispute and create a new one for the adjusted amount. Stripe continues to track the dispute as a single case.
Compelling Evidence for Visa Disputes
Visa requires at least one piece of compelling evidence to overturn disputes for fraud or a product not received.
Examples:
Proof that the customer received the goods or services
Logs or records of usage (for digital services)
Device location and IP address
Legal Disclaimer
These recommendations are not a substitute for legal advice. Always consult with a legal professional for complex or high-risk situations.