Responding to a "Fraudulent"-type dispute

For disputes in the “fraudulent” category, the cardholder is claiming that the charge was made without their authorization, often in the case of a stolen credit card. When you provide evidence, you will need to directly address this claim. This means proving that the person who made this payment was indeed the legitimate cardholder.

What to submit

Usually this involves providing any identifying information you have collected, such as their name, contact information, a verified billing address, IP address, and any other information you might have that shows that it was the cardholder who initiated the purchase.

Shipping details as proof

In the case of shipping physical goods, proving that you shipped the item does not prove that the person you shipped to was the legitimate cardholder, especially if you shipped to an address that does not match the billing address verified by the bank.

If you shipped to an unverified billing address, be sure to include the full shipping details in your evidence – the bank will know if you shipped to the cardholder’s address.

If you ship physical goods, we highly recommend familiarizing yourself with the address verification system (AVS), explained here:

More guidance on Fraudulent disputes

For more information about fraudulent-type disputes, see the Responding to Fraudulent disputes guide in Stripe Docs.

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