Braintree Disputes
Braintree Chargeback Dispute: How to Respond and What Evidence to Send
Braintree surfaces the dispute in your Control Panel, but the card network decides the outcome. Whether the charge was a one-time order or a recurring subscription, your response wins or loses on whether the evidence answers the reason code. Here is what to gather and how to submit it.
Build My Evidence Pack — $19To respond to a Braintree chargeback, open the dispute in the Control Panel, read the reason code and response-by date, gather the evidence that answers that specific code, and upload a labeled response before the deadline. Braintree packages and forwards your evidence; the card network decides the dispute, so the pack has to read for that reviewer. You keep full control of the response, with no account to connect.
What evidence should you gather?
The weight of each evidence type shifts with the reason code. Prioritize what directly answers the cardholder’s claim rather than sending everything you have.
| Evidence Type | What It Proves | Priority |
|---|---|---|
| AVS & CVV Match Records | The cardholder’s address and security code matched at authorization | Critical |
| Delivery / Tracking Proof | The product reached the address on the order | Critical |
| Customer Communication | The buyer confirmed the order, receipt, or acceptance | Critical |
| Transaction Records | Order details, transaction ID, timestamp, and amount | High |
| Refund / Return Policy | The customer agreed to your terms before purchase | High |
| Product Description Records | The item matched what the customer purchased | High |
| IP / Device Information | The transaction matched the cardholder’s known location or device | Medium |
Which evidence fits your dispute type?
Each dispute type needs a different evidence strategy.
Fraudulent / Unauthorized
The cardholder says they did not authorize this card-not-present transaction.
Key: Lead with AVS and CVV match data, then add device, IP, and delivery evidence proving the genuine cardholder placed the order.
- AVS (address) and CVV2 match results
- Device fingerprint or IP matching the cardholder
- Proof the customer used the product after purchase
- Delivery confirmation to the verified address
Product / Service Not Received
The customer claims they never received what they paid for.
Key: Tracking with delivery confirmation to the order address is essential. For services, documentation that the service was completed.
- Tracking number with carrier and delivery confirmation
- Shipping date relative to the order date
- Service completion records with dates
- Communication confirming delivery or completion
Not as Described
The customer claims the product or service did not match the description.
Key: Your original listing or service description plus communication showing the customer knew what they were buying.
- Original product listing or service description
- Photos of the item as shipped
- Communication before purchase
- Return policy shown at checkout
Subscription / Recurring Billing
The customer disputes a recurring charge they say they cancelled or did not authorize.
Key: Show the signup flow where the customer agreed to recurring terms, plus usage or access after the disputed charge.
- Signup or checkout screen showing recurring terms accepted
- Renewal notice or receipt emails
- Login or usage records after the charge
- Cancellation policy and any cancellation request history
How do you respond to a Braintree chargeback?
Open the dispute in the Braintree Control Panel
Braintree notifies you of a dispute and surfaces it in the Control Panel. Open the disputed transaction and review the reason code, the dispute amount, and the response-by date shown on the case.
Identify the reason code
The reason code defines what the cardholder claims. A fraud code needs authorization and identity evidence; a non-receipt code needs delivery proof. Match your evidence to the code first.
Gather your evidence
Collect AVS/CVV results, transaction records, delivery or service-completion proof, and customer communication. Braintree stores the transaction detail; you supply the delivery and communication records around it.
Structure your response
Organize the evidence into a clear narrative with labeled exhibits answering the reason code point by point. The card network makes the final determination, so the pack must read for that reviewer.
Submit through the Control Panel
Upload your evidence and text response to the dispute in the Braintree Control Panel before the response-by date. A missed deadline forfeits the dispute automatically.
Frequently Asked Questions
How do I respond to a Braintree chargeback?↓
How long do I have to respond to a Braintree dispute?↓
What evidence wins a Braintree chargeback?↓
Can I use ChargebackKit for Braintree disputes?↓
Build your Braintree response pack
$19. A submission-ready evidence pack, with no account to connect and 100% of the recovery yours.
Build My Evidence Pack — $19Secure checkout via Stripe · No subscription · Volume discounts available
Disputing on a different processor?
The evidence that wins is the same across processors. Only the dispute flow and where you submit it change. See all processors.
Keep going
The card network decides the dispute. Match your exhibits to the reason code, then assemble the pack.