The complete guide to Stripe dispute evidence

Evidence is anything you submit through Stripe's Dashboard or API to counter a dispute claim. It falls into five broad categories: proof of delivery, proof of communication, proof of authorization, proof of refund or cancellation, and proof of product or service description.

• Shipping documentation: carrier, tracking number, ship date
• Shipping address, matched against the billing address
• Signature confirmation, where available
• Access activity logs, for digital goods, showing login or download after purchase
• Service documentation, confirming when access or service was provided

Matters most for: product not received.

• Customer communication: any message exchange relevant to the dispute
• Customer email address and name, tied to the account or order

Matters most for: nearly every reason code, since it can support or contradict almost any claim.

• Customer purchase IP address
• Customer signature
• Uncategorized text or file fields, for anything else relevant, like device or session data

Matters most for: fraudulent, unrecognized.

• Refund policy and refund policy disclosure
• Refund refusal explanation, where a refund wasn't owed
• Cancellation policy and cancellation policy disclosure
• Cancellation rebuttal, directly addressing a specific cancellation claim
• Duplicate charge ID, explanation, and documentation, where two charges are being conflated

Matters most for: credit not processed, subscription canceled, duplicate.

• Product description, as shown at time of purchase
• Service date, confirming when a service was scheduled or delivered

Matters most for: product unacceptable.

Three traits, consistently: specific rather than vague, timestamped rather than undated, and verifiable by someone other than you rather than self reported. A tracking number alone is weak. A tracking number showing delivery to the exact billing address, before the date a customer claims non receipt, is strong.