Guides · Stripe dispute evidence
What evidence do you need for a Stripe dispute?
When a cardholder disputes a charge, Stripe asks you to submit supporting documentation through the Dashboard. This guide lists common evidence categories digital sellers prepare — before you write your response. Not legal advice. Requirements vary by reason code; outcomes depend on review — not guaranteed.
Evidence categories at a glance
Most dispute responses combine several of the following. Not every category applies to every case.
- Customer communication
- Delivery or access logs
- Product description and order confirmation
- Refund and support history
- Usage or access screenshots (where appropriate)
- Policy and terms the customer saw at purchase
- A short timeline summary tying it together
After you know what to collect, see our guide on how to organize Stripe chargeback evidence.
1. Customer communication
Support emails, in-app messages, or ticket threads that show the buyer received help, acknowledged the purchase, or did not report a problem before disputing. Redact unrelated third-party data where appropriate.
Examples: onboarding email delivery, "thanks for purchasing" thread, refund request correspondence.
2. Delivery and access logs
For digital products, proof the buyer accessed or received what they paid for: download timestamps, login events, course progress, license activation, or API usage tied to their account.
Examples: file download log, SaaS last-login date, membership activation record.
3. Product description and order confirmation
What was sold, for how much, and to whom. Stripe receipt, invoice, Checkout session details, and a snapshot of the product page or offer description at the time of purchase (not a page edited later).
4. Refund and support history
If the buyer contacted support or received a partial refund, document it. Shows good-faith handling and may relate to the dispute reason (e.g. "credit not processed").
5. Usage or access screenshots (if applicable)
Screenshots of account activity, dashboard views, or fulfillment status can support access logs. Use only what you are permitted to share under your privacy policy and platform rules.
6. Policy and terms links
Refund policy, terms of service, and checkout disclosures the customer agreed to before paying. Prefer versions archived or dated near the purchase date. See our terms and privacy pages for how we handle site policies.
7. Timeline summary
A one-page narrative: purchase date → delivery/access → any support contact → dispute date. Attachments carry detail; the summary helps reviewers follow your story quickly.
Simple evidence checklist
- Stripe dispute ID and response deadline noted
- Receipt / invoice with customer identifier
- Proof of delivery or product access
- Relevant support or email threads
- Refund policy and terms from purchase date
- One-page timeline written
- Files organized per category (see organization guide)
What this guide does not do
- Does not guarantee dispute outcomes or chargeback wins
- Does not replace Stripe's reason-code-specific fields or card network rules
- Does not provide legal advice — consult qualified counsel for complex cases
Want templates to organize this evidence?
The Stripe chargeback evidence kit includes folder structures, checklists, and Zapier/Make alert templates for your own accounts. It is a toolkit — not legal counsel. Outcomes are not guaranteed.
Also read: How to organize Stripe chargeback evidence · Pricing · FAQ
View the evidence kit