If your dispute rate has increased recently, this is how you can help us to understand why and what can be done about it.
Clearly outline the reason behind these disputes, as well as any correspondence you had with the customers or actions taken before the disputes were filed.
Clearly outline any steps you have taken to actively manage these disputes, including any evidence you have or will submit in response.
If these disputes are driven by supply chain issues, please provide further details, and confirm if you expect these issues to cause further disputes. If so, let us know what the expected value of the payments which you expect may be disputed is.
If you perceive these disputes to have been filed erroneously or by fraudulent cardholders, please provide any steps you currently take to verify customers or confirm that their order and payment details are correct.
Tell us how you will reduce your dispute rate going forward. Please be very specific about the changes that will be made.
Clearly outline all steps you have taken/will take to prevent future disputes as well as the timeline for implementation of these actions.
Confirm if your disputes are due to supply chain issues. If yes, clarify if you have changed supplier or delivery company.
Confirm if you have communicated delays directly to customers already. If so, clarify if you have considered refunding orders which have not been shipped yet.
Clarify if your disputes are due to fraud or the customer not recognising the charge. If so, outline how you plan to avoid this from happening in future. Describe any checks you are implementing to verify customer details are correct. Let us know whether you have considered implementing Stripe Radar.
Tell us how customers are notified of your return or cancellation policy. Let us know how they acknowledge the policy when placing orders.
Describe where on your website or checkout your return/cancellation policy is displayed.
Clarify if you require expressed agreement to these policies before a customer can proceed with their payment.
Explain if and how you track instances of customers viewing or agreeing to your return/cancellation policy.
If you have not been processing with Stripe for at least 6 months, please provide the documents outline below.
Clarify if you were previously processing payments through a processor other than Stripe. If so, please share your most recent 12 months of processing statements from that processor through the appeals form.
Any exports/reports/screenshots you want to send Stripe should be taken directly from the account dashboard of your previous processing provider.
Include documentation that makes it easy to determine your annualized dispute and refund rates as a percent of payments processed.
The documents provided should clearly show that this data is for the same business, website, and/or account owner as the Stripe account in question.
If you have been processing with Stripe for at least 6 months, please provide copies of your most recent bank statements in lieu of prior processing statements.
Please upload payment documentation that verifies the successful delivery or fulfillment of goods or services that have been purchased in the last 30-60 days. This could be proof of inventory, receipts from vendors, shipping schedules, associated invoices, etc.