How to respond to a Stripe dispute: evidence fields by dispute type
By Zevron · 2 min read · Updated
The steps
- Open the dispute in the Dashboard and note the due date and reason.
- Decide whether to fight. See refund or fight.
- Gather the evidence for that reason.
- Fill the evidence fields and attach files.
- Check every file opens, then submit once.
Which fields to fill
| Dispute reason | Evidence fields | What to provide |
|---|---|---|
| Subscription cancelled | cancellation_rebuttal, cancellation_policy_disclosure, customer_communication | Consent, reminder, cancellation log |
| Product not received | shipping_documentation, shipping_tracking_number, shipping_address, shipping_date | Fulfillment, carrier delivery scan |
| Product unacceptable | product_description, refund_policy, refund_refusal_explanation, customer_communication | Dated listing, policy, support thread |
| Fraudulent | access_activity_log, customer_purchase_ip, customer_email_address, billing_address, receipt | Device and IP match, prior orders, delivery |
| Duplicate | duplicate_charge_id, duplicate_charge_explanation, duplicate_charge_documentation | Separate order records for each charge |
| Any | uncategorized_text, uncategorized_file | Anything that doesn’t fit a specific field |
Stripe’s evidence fields and limits are in its documentation and can change. Check the current list when you respond.
Writing the text
Use the text fields for a short, factual argument that cites each attached exhibit by letter. The structure for each type is in the reason-code guides, for example Visa 13.2 for subscriptions, and in how to write a rebuttal.
Visa Compelling Evidence 3.0
For Visa fraud disputes, Stripe can check eligibility for Compelling Evidence 3.0 and may fill some of that evidence itself. It relies on earlier undisputed transactions that share purchase IP or device data with the disputed one. See Visa 10.4.
Questions
Can I submit more evidence to Stripe after I respond?
No. Stripe allows one submission per dispute, so gather everything first.
Where do I explain my argument?
In the text fields that match the dispute reason, such as the cancellation rebuttal for subscription disputes, citing each exhibit by letter.
Does Stripe support Compelling Evidence 3.0?
Yes, for Visa fraud disputes that qualify. It relies on earlier undisputed transactions sharing IP or device data.