Guides · Chargeback policy structure
SaaS chargeback policy template
An internal chargeback policy tells your team how to handle disputes consistently — who owns the case, where files live, and when to escalate. This page is an educational policy structure for SaaS operators, not a legal document. Not legal advice. Have policies reviewed by qualified counsel. Internal clarity supports execution; it does not guarantee dispute outcomes or prevention.
Policy purpose
- Define roles when Stripe opens a dispute
- Standardize evidence folder and timeline steps
- Set escalation paths for high-value or repeat cases
- Align with customer-facing refund and terms pages
Organize dispute evidence with a repeatable toolkit
The Stripe chargeback evidence kit includes checklists, folder structures, and alert templates you control in Zapier or Make. Educational toolkit only — outcomes are not guaranteed.
Not legal advice. Templates support documentation only. Dispute outcomes depend on your case and Stripe or card network review.
Get the template kitView pricing · Secure checkout on Gumroad
Billing clarity
Document how plan names appear on statements, renewal dates, and proration rules. Reduces "unrecognized charge" disputes when aligned with checkout copy — see prevention guide.
Cancellation route
Internal steps when a customer cancels: update billing system, send confirmation, revoke access per refund policy, log in support CRM.
Refund handling
When support may issue refunds, approval thresholds, and how refunds are recorded before a dispute escalates. Do not promise that refunds prevent all chargebacks.
Support contact
Primary channel, response time targets, and handoff to finance for dispute cases. Link to communication notes standards.
Access and delivery terms
Define when digital access is considered delivered for internal evidence gathering — mirrors customer-facing terms and delivery docs.
Evidence recordkeeping
- Folder structure per evidence folder guide
- Retention period for logs and exports
- Spreadsheet tracker per tracking guide
- Post-dispute review per lost dispute guide
Internal policy checklist
- Dispute owner and backup assigned
- Response deadline reminders configured
- Evidence folder template accessible
- Customer policies archived with dates
- Workflow documented — workflow guide
- Quarterly policy review scheduled
Sample section headings (adapt with counsel)
- Scope and definitions
- Roles and responsibilities
- Dispute intake and deadlines
- Evidence standards
- Submission and logging
- Post-outcome review
- Related customer policies
Disclaimer
This educational template structure is not legal advice. Laws and card network rules vary. Outcomes depend on each case — not guaranteed. Consult qualified professionals for binding policy language.
Want templates for your own Stripe accounts?
The Stripe chargeback evidence kit includes checklists, folder structures, and alert templates you control in Zapier or Make. Educational toolkit only — outcomes are not guaranteed.
Not legal advice. Templates support documentation only. Dispute outcomes depend on your case and Stripe or card network review.
Get the template kitView pricing · Secure checkout on Gumroad
New to disputes? Start with the free Stripe Dispute Evidence Starter Checklist — no signup required.