Stripe Chargeback Evidence: What to Submit and How to Win

Stripe chargeback evidence is documentation you submit to prove the legitimacy of a disputed transaction. Strong evidence directly addresses the chargeback reason code and convinces the cardholder's bank that the transaction was legitimate.

What Stripe Requires

Stripe accepts multiple evidence types. The weight of your response depends on how comprehensively you address the cardholder's claim. Below are the core evidence types:

Evidence Type	What It Proves	Priority
Delivery/Tracking Proof	Product was delivered to the customer's address	Critical
Customer Communication	Customer confirmation of purchase, receipt, or acceptance	Critical
Refund Policy / Terms of Service	Customer agreed to terms prior to purchase	High
Transaction Records	Order details, timestamps, amounts, and customer information	High
Product Description Records	Product matches what customer purchased	High
IP / Device Information	Transaction matches customer's known location/device	Medium

Step by Step: How to Respond

1. Review the Claim

Read the chargeback reason code carefully. This tells you exactly what the customer claims and guides which evidence to prioritize.

2. Gather Critical Evidence

Collect delivery proof, customer communication, and transaction records. Prioritize evidence that directly addresses the reason code.

3. Organize and Annotate

Create a clear narrative. Label each document with dates and explanations. Show the bank timeline of the transaction, delivery, and any customer interactions.

4. Submit via Stripe

Upload all evidence to your Stripe dispute dashboard before the deadline. Use clear file names and ensure all documents are legible and complete.

5. Wait for Resolution

The bank will review your evidence and make a decision. This typically takes 2-4 weeks after submission. Stripe will notify you of the outcome.

Common Mistakes to Avoid

Submitting Generic Evidence

Banks want proof directly addressing the reason code. Sending everything without context weakens your case.

Missing Delivery Proof

For "Product Not Received" claims, tracking with signature confirmation is critical. Without it, the dispute is difficult to win.

Ignoring the Deadline

Missing your response deadline results in an automatic loss. Check your Stripe dashboard immediately upon receiving a dispute.

Submitting Unclear Documents

Make sure all screenshots and scans are legible, complete, and properly oriented.

Frequently Asked Questions

What evidence does Stripe require for chargebacks?↓

Stripe requires evidence such as transaction records, delivery proof, customer communication logs, terms of service/refund policy, product description records, IP/device information, and any other documentation proving the legitimacy of the transaction.

How long do I have to respond to a Stripe chargeback?↓

The response deadline depends on the card network. Visa typically allows 30 days, Mastercard 45 days, and American Express 20 days. Your Stripe dashboard will show the specific deadline for your dispute.

Can I include screenshots as evidence in Stripe chargebacks?↓

Yes, screenshots of customer communication, delivery confirmations, and transaction records are accepted evidence. They should be clear, unedited, and directly relevant to the dispute.

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