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Chargeback Evidence Pack · Guide
What evidence should I submit for a Stripe dispute?
Submit evidence that answers the dispute reason Stripe shows: for fraud, proof the cardholder made or benefited from the purchase; for product not received, tracking with delivery confirmation; for not as described, the listing and what you shipped. Stripe gives you one chance to submit evidence per dispute, usually within 7 to 21 days, so gather everything, check it and send the complete set before the deadline shown in the Dashboard.
How to build your evidence set
- Read the reason and deadline. Open the dispute in the Stripe Dashboard and note the reason and the respond-by date. The evidence form changes depending on the reason, so let it guide what you gather.
- Pull the order record. Export the order with customer name, email, billing and shipping address, items, amount and timestamp. Stripe adds AVS and CVC results and the purchase IP address automatically where available, so add any other proof of authorisation, such as 3D Secure.
- Add delivery or access proof. For physical goods, save the carrier tracking page showing delivery to the address on the order, and signature proof if you have it. For digital goods or services, export access or download records with dates, times and IP addresses.
- Collect customer communication. Include emails or chat messages where the customer confirms the order, asks about it after delivery, or uses the product. Export them with dates visible.
- Attach your policies. Add the refund, cancellation or shipping policy the customer agreed to, and show where it appeared at checkout. For subscriptions, include the cancellation terms and any renewal reminder you sent.
- Write a short summary. Use the text field to explain, in a few sentences, why the claim does not hold and which file proves each point.
- Stage it and check. Stripe lets you stage evidence on a dispute without submitting it, and staged evidence stays visible in the Dashboard. Stripe accepts PDF, JPEG or PNG files, one file per evidence type, up to 4.5 MB combined and under 50 pages (19 pages for Mastercard). Check every file opens and relates to this order, then submit once.
Evidence by dispute reason
- Fraudulent: AVS and CVC results, IP address and device details, previous undisputed orders from the same customer, and proof the customer used what they bought
- Product not received: tracking showing delivery to the order address, signature or photo proof, and any customer message after delivery
- Product unacceptable or not as described: the listing text and photos at the time of sale, photos of what you shipped, and your return policy and whether the customer used it
- Subscription cancelled: your cancellation terms, proof the customer saw them, and records showing no cancellation request before the charge
- Credit not processed: your refund policy and a record of whether a return was received
When a done-for-you pack helps
A done-for-you pack helps when you are not sure which files answer the reason, or when you have one chance to submit and want the set checked first. For merchants, we turn your files into a rebuttal for the reason code, an evidence index, paste-ready text for the response form, a list of missing evidence, and a note on weak spots. We never ask for Dashboard access; you submit it yourself.
No subscription and no extra fees. Delivered by email within 12 hours of your order. Price is per dispute, with no percentage of the disputed amount.
See the Chargeback Evidence Pack · US$49
Questions
Can I add more evidence after submitting a Stripe dispute?
No. Stripe sends your evidence to the card issuer once, and you cannot add to it afterwards. That is why it is worth staging your evidence and checking it first. Gather every relevant file, check each one opens and relates to the order, and only then submit. If you are unsure about a file, include it with a short note on why it matters.
What if I do not have tracking for the order?
Send the best proof you do hold, such as a carrier receipt, the shipping label record, customer messages that mention receiving the item, or access records for digital goods. Without delivery confirmation a product-not-received dispute is harder to contest, so the plain choice may be whether to respond or accept. Never create or alter records to fill the gap.
Should I refund the customer instead of responding?
Stripe does not let you refund a payment outside the dispute process while the dispute is open, because the disputed amount has already been taken from your balance. If you agree with the claim, accept the dispute in the Dashboard; the dispute fee still applies. If you disagree and have evidence, respond before the deadline.
Sources
Checked 2026-10-26. Policies change, so read the current version before you act.
- Stripe Docs: Respond to disputes
- Stripe Docs: Dispute best practices
- Stripe API: Update a dispute (staging evidence)
Contact
Email james@bucket3.ai. We reply within one business day.
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