Considering the dispute regulations and process in Mexico, we advise our users to take proactive measures in order to protect their account from fraud attacks and prevent disputes. Below some items to check to keep your Stripe account protected:

Protect your account

• Consider setting up Radar for Fraud Teams in your account and set the rules to put in review payments scored as high risk in your account so you can manually approve them: https://dashboard.stripe.com/settings/radar/rules

  • How to set up Radar rules: https://stripe.com/docs/radar/rules

    • If you’re experiencing increased fraud coming from certain countries, set up rules to block payments from any country you do not want to accept payments from, using the :ip_country: and :card_country: rule attributes here: https://dashboard.stripe.com/test/settings/radar/rules

  • Alternatively, you can hire a 3rd party anti-fraud vendor.

• Consider using 3DS authentication to add another layer of security to your transactions. https://stripe.com/docs/payments/3d-secure#incorporating-3ds

• Set your checkout form to collect as much information as possible during the payment process: this increases the ability for Stripe or the card issuer to verify the customer and the payment. Examples of this information include:

  • Customer name

  • Customer email address

  • CVC number

  • Full billing address and postal code

  • Shipping address (if different from billing address)

• Communication with customers

  • Make your terms of service and policies easy to find on your website, and require customers to agree to them.

  • Make your contact/support page easy to find in your website.

  • When shipping physical goods to customers, use carriers and services that provide online tracking and delivery confirmation whenever possible.

  • Use a recognizable name for your statement descriptor (we recommend using your website domain or business name): https://dashboard.stripe.com/settings/account

• Delay shipping orders of physical goods by 24-48 hours. This time gives cardholders a chance to spot any fraud on their accounts.

Handling Disputes

• Keep an eye for email alerts and new disputes in your Dashboard: https://dashboard.stripe.com/disputes

• If you receive a dispute:

  • Make sure to submit evidence within the timeline shown under “FECHA LÍMITE DE RESPUESTA” in the Dashboard. More information about the different reasons for disputes that occur and how to respond accordingly here: https://stripe.com/docs/disputes/categories (available in ES)

  • Get in touch with the customer and discuss it before you respond. It’s possible that they simply did not recognise or remember the transaction when they viewed their statement.

  • You should always submit evidence, even if the customer withdraws the dispute -- a dispute without evidence is automatically closed as lost for the merchant and you’ll lose your dispute fee.

• If the amount of disputes in your account increases, take a moment to review what measures you’re taking to protect your account. We have tips on how to protect your account here. You can also reach out to our support team with any questions.