General evidence for all dispute categories
While each dispute reason requires specific types of evidence to show why the payment should stand, some types of evidence are universal for all dispute responses.
Discrediting evidence
Providing evidence of one of the following has a high likelihood of proving a dispute invalid and overturning the chargeback:
EVIDENCE |
EVIDENCE CATEGORY |
Any documentation of the account owner withdrawing the dispute. |
Customer communication |
Proof that you already compensated the customer before they initiated the dispute (either within Stripe or using some other method). |
Customer communication |
Background evidence
The following types of evidence are relevant for most dispute types. You should include them in every dispute response when possible.
When your integration supports it, Stripe automatically captures most of the data for background evidence and pre-populates the fields. The more information your integration collects and passes to Stripe when your customer makes a payment, the better your ability to prevent disputes and fraud from occurring, and challenge them effectively when they do.
EVIDENCE |
EVIDENCE CATEGORY |
The billing address provided by the customer (if the AVS check was successful). This field is automatically filled when possible. |
Billing address |
The name of the customer. This field is automatically filled when possible. |
Customer name |
The email address of the customer. This field is automatically filled when possible. |
|
The IP address that the customer used when making the purchase. When possible, Stripe captures this data in the response and expands it to include geographical data. |
Other |
A relevant document or contract showing the customer’s signature. |
Customer signature |
Any communication with the customer that you feel is relevant to your case (for example, emails proving that they received the product or service, or demonstrating their use of or satisfaction with the product or service). If you have multiple items of this type, consolidate them into a single file. |
Customer communication |
Any receipt or message sent to the customer notifying them of the charge. This field is automatically filled with a Stripe generated email receipt if any such receipt was sent. |
Receipt |
A description of the product or service and any relevant details on how this was presented to the customer at the time of purchase. |
Product or service details Description |