Stripe chargeback evidence checklist
When a dispute lands in Stripe, the evidence fields aren't read by Stripe — they're forwarded to the cardholder's bank, where an analyst with a queue decides in minutes. Your job is to make your strongest facts impossible to miss, before the deadline.
The universal skeleton (every reason code)
- A 3–5 sentence summary up top. Name the reason code, your single strongest fact, and the key dates. Example: "Order #1042, Visa 13.1 'product not received.' Carrier tracking shows delivered to the checkout address on Mar 3 at 11:42 a.m. The customer emailed us Mar 10; we offered a free replacement the same day."
- A short timeline. Order date → shipped → delivered → first customer contact → dispute filed. Analysts scan this in seconds; chronological evidence wins, emotional cover letters lose.
- Labeled exhibits. Mark attachments Exhibit A, B, C… and make every claim in your summary point at one exhibit. No orphan files the analyst has to connect themselves.
- Your policy as it appeared at checkout on the order date. A screenshot or archive of the refund/shipping policy the customer actually saw — not a link to today's policy page. Issuers can tell when a policy was edited after purchase.
- Keep it factual and boring. If a fact isn't in your records, leave it out. Made-up or overstated evidence backfires when the analyst cross-checks it.
What matters most, by reason
"Product not received" (e.g., Visa 13.1)
- Carrier delivery scan showing delivery at the customer's address (not just "shipped"), with the timestamp.
- Order confirmation showing that delivery address.
- Delivery photo, if your carrier provides one.
- The shipping-timeframe disclosure from your product page or checkout.
Deep dive: evidence for Visa reason code 13.1 →
"Fraudulent" (e.g., Visa 10.4, card-not-present)
- AVS and CVV check results from the original transaction.
- IP address or device match to prior, non-disputed orders.
- For digital goods: account-login, activation, or download logs tying the buyer to the product.
- Any message where the customer acknowledges buying.
Deep dive: evidence for digital-goods chargebacks →
"Canceled recurring" (e.g., Visa 13.2)
- The signup terms the customer accepted, and your cancellation policy as shown at signup.
- Proof of usage after the date the customer claims they canceled.
- The cancellation confirmation — or evidence that no cancellation was ever requested.
"Not as described" / "credit not processed"
- Product listing and photos as they appeared at purchase time.
- Itemized receipt matching the disputed amount exactly (partial disputes die on mismatched totals).
- Customer communications, and proof of any refund already issued.
Should you fight it?
On a tiny order with thin evidence, accepting the dispute is often the right economic call. On a $75–$500 order where the proof is already sitting in your inbox, an organized packet is the whole game — most sellers lose winnable disputes on organization and missed deadlines, not on facts.
Don't want to assemble the packet yourself?
Parry turns your uploads — dispute notice, tracking or access logs, invoices, customer messages — into a review-ready packet: case summary, rebuttal draft, timeline, and labeled exhibits. It's an AI draft: you review every fact and submit it yourself in Stripe. We never submit in your name, we never invent evidence, and the bank still decides — Parry does not guarantee any outcome.
$10 for your first month, then $29/mo. Up to 5 evidence packets/month, dispute deadline alerts, and a saved store/evidence profile. Cancel anytime. No success fee.
Parry is not affiliated with Stripe. Stripe-first means this test is designed first for sellers who process through Stripe; you always submit evidence yourself in your own dashboard. Last updated: October 9, 2026.