Chargebacks and disputes are a growing concern for all online merchants, especially those using flexible payment platforms like Stripe. In the world of digital commerce, a dispute can arise at any time due to a variety of reasons—from fraudulent transactions to customer dissatisfaction. Being prepared in advance can be the difference between absorbing avoidable financial losses and successfully defending your business. Maintaining the right set of documentation and evidence is critical to your dispute readiness strategy.
Understanding Stripe Disputes
Stripe disputes occur when a cardholder questions a charge with their bank. Once the dispute is initiated, the amount in question is withdrawn from your account and Stripe notifies you, allowing you an opportunity to present compelling evidence to contest the claim.
To increase your chances of winning a dispute, it is essential to understand the types of disputes you may encounter. These include:
- Fraudulent – The cardholder claims they didn’t authorize the purchase.
- Product not received – The customer asserts that the product never arrived.
- Product unacceptable – The buyer alleges the product was damaged, defective, or not as described.
- Subscription canceled – The cardholder states they canceled a recurring service but were still charged.
- Duplicate charge – Multiple instances of the same charge appear on a customer’s statement.
Each category may require different types of proof. By proactively collecting and storing the right evidence, you can respond quickly and effectively.
The Importance of Keeping Evidence
One of the best ways to prepare your business for chargebacks is to develop a system for collecting and retaining evidence. Stripe allows you to submit this documentation during the dispute process, and your ability to defend a transaction hinges on the quality of your materials.
You must think ahead and put systems in place that document the full customer journey—from point of sale through post-purchase support. Your evidence should paint a clear narrative that the transaction was valid, the customer was informed, and your product or service was delivered as promised.
Key Forms of Evidence to Retain
Below is a list of the most critical types of documentation you should maintain to effectively challenge Stripe disputes:
1. Proof of Authorization
This includes:
- Screenshot or records showing the customer placed the order.
- IP address and device data during checkout.
- AVS (Address Verification System) match results.
- CVC verification results.
These details demonstrate that the purchase was initiated by the cardholder or someone with access to their information and device.
2. Communication Records
Preserve all email threads, live chat transcripts, and call logs that show correspondence with the customer. These records can prove that the customer:
- Was informed of your product or service terms.
- Received help resolving a complaint.
- Never reported an issue before initiating the dispute.
Be sure to keep these logs organized and timestamped for easy retrieval.
3. Delivery Confirmation
If your product is tangible, keep solid proof that the item was shipped and received. This includes:
- Shipping carrier name and tracking number.
- Delivery confirmation and signature (if applicable).
- Photographic proof of delivery at the correct location.
The goal is to clearly demonstrate that the product was sent to the address given at checkout and accepted by the recipient.
4. Product Description and Marketing Materials
Customers sometimes contest charges claiming the product was not as described. As a countermeasure, maintain clear records of:
- Product pages with detailed descriptions, features, and terms.
- Screenshots of your store’s checkout page and terms of service.
- Timestamped marketing emails or promotional materials.
If you updated product details, save older versions to reflect what the buyer saw at the time of purchase. This adds legitimacy to your defense.
5. Refund and Cancellation Policies
Upload a copy of your refund and cancellation policy, along with evidence the customer agreed to it—typically done via checkbox during the checkout process. In subscription-related disputes, retaining log data that shows user login activity, renewal alerts, and cancellation requests (or lack thereof) can be extremely valuable.
6. Customer Usage Logs
For digital products or subscriptions, proving that the customer actively used your service may sway the bank in your favor. This may include:
- Login records with IP addresses and timestamps.
- Use of features or downloads.
- In-app actions taken by the user.
Stripe strongly considers this type of evidence when reviewing a dispute—especially in fraudulent complaint scenarios.
How to Organize and Store Evidence Efficiently
To be truly dispute-ready, evidence must be readily accessible. Consider implementing the following organizational strategies:
- Automate data collection – Use your commerce platform, CRM, or custom scripts to log critical transaction and communication data.
- Store data by transaction ID – Create digital folders for each transaction or customer ID with all relevant documentation.
- Use cloud storage – Centralize your evidence in a secure cloud system for fast and remote access.
- Create templates – Develop formats for dispute responses to reduce time spent building cases on an ad hoc basis.
Being systematic allows you to act quickly, which is crucial since Stripe allows only a limited amount of time—typically 7 to 21 days—to respond to a dispute.
Best Practices for Reducing Disputes
While having robust evidence is crucial, preventing disputes in the first place is equally important. Some preventative steps include:
- Use clear product descriptions to set accurate expectations.
- Offer transparent payment and refund terms that are easy to understand.
- Send confirmation emails for every order, shipment, or subscription renewal.
- Provide excellent customer support to resolve complaints before they escalate into disputes.
- Implement fraud detection tools like Stripe Radar to reduce unauthorized transactions.
By reducing the root causes of disputes, you’ll not only save resources but also build a better experience for your customers.
Conclusion
Every Stripe dispute represents both a financial and reputational threat to your business. While not every disagreement can be prevented, being prepared with the right supporting evidence can significantly increase your chances of a successful resolution. Start by identifying the most likely disputes for your business model and develop a repeatable strategy for collecting and storing critical documentation. Build these systems now, before a dispute hits, so that evidence is a few clicks away—not buried under weeks of unread emails or data logs.
Your readiness today ensures resilience tomorrow. In the digital era, chargeback defense is not optional—it is essential.