Match the dispute category
Evidence for product not received, fraudulent, duplicate, credit not processed, and not-as-described claims is different. Start with the actual Stripe reason.
What this page is for
Use this before responding to a Stripe dispute where you need a concise evidence file. Stripe's Dashboard is still the place where the merchant accepts or counters the dispute. This page is an evidence-prep aid, not legal advice, not platform submission, and not a recovery guarantee.
Build one clean file
Stripe warns that supporting files should be concise and organized by evidence type. Do not bury the strongest proof in a screenshot dump.
Resolve gaps first
Once a response is submitted, you should assume the packet is final. Missing tracking, policy, or customer-context proof should be flagged before submission.
Stripe chargeback evidence packet template
Dispute snapshot
Record the Stripe dispute reason, amount, deadline, payment ID, order ID, customer claim, and whether the merchant intends to accept or counter.
Merchant position
Write a short factual response: what was purchased, when it was paid, how it was fulfilled, what the customer claimed, and what the evidence shows.
Transaction and customer details
Prepare the order confirmation, receipt, product description, billing or shipping match, customer communication, and any relevant authentication or risk context.
Fulfillment or usage proof
For physical goods, include shipment date, carrier, tracking number, delivery status, delivery ZIP or city, signature, delivery photo, or final-mile confirmation if available.
Policy and refund context
Attach the refund, cancellation, delivery, and dispute policy that was active at purchase time when it helps answer the dispute reason.
Final evidence checklist
Confirm every file is legible, under platform limits, mapped to the right evidence type, stripped of unnecessary personal data, and ready before the merchant submits.
Common Stripe response mistakes
- Responding to the wrong dispute reason instead of the reason shown in Stripe.
- Uploading a pile of screenshots without a short narrative or evidence index.
- Linking to tracking pages or videos instead of attaching evidence the reviewer can see in the packet.
- Submitting before checking that the strongest delivery, usage, or customer-communication proof is included.
- Including unnecessary customer personal data that does not support the disputed transaction.