ChargebackKit
Evidence ChecklistAll GatewaysSubscription Cancellation

Subscription Cancellation Evidence Checklist

Evidence checklist for subscription cancellation and recurring billing chargebacks. Covers cancellation policy documentation, billing consent, and Visa 13.7 / Mastercard 4841 requirements.

Evidence Checklist (12 items)

  • 1Subscription agreement or terms accepted
  • 2Cancellation policy shown at signup
  • 3Billing consent documentation
  • 4Transaction history showing recurring charges
  • 5Customer login or usage activity after disputed charge
  • 6Cancellation request records if any
  • 7Customer communication about subscription
  • 8Confirmation emails for each billing cycle
  • 9Account management page screenshots
  • 10Prior successful billing cycles without dispute
  • 11Notification emails before each renewal
  • 12Refund or credit already issued if applicable

Subscription cancellation disputes

These chargebacks occur when a customer claims they cancelled a subscription but continued to be billed, or that they did not agree to recurring charges. Winning requires proving the customer agreed to the subscription terms, was notified of renewals, and had access to a clear cancellation process.

Consent documentation

The foundation of your defense is proving the customer agreed to recurring billing. Gather the subscription signup form, terms of service acceptance, confirmation email showing the recurring nature and price, and any billing agreement or authorization form the customer completed.

Cancellation process evidence

Show that your cancellation process is clear, accessible, and well-documented. Include screenshots of your cancellation page, the steps required to cancel, and any confirmation the customer would receive. If the customer did request cancellation and it was processed, show the cancellation date relative to the disputed charge.

Usage after charge

If the customer continued using the service after the disputed charge, this is strong evidence that they received value from the subscription. Gather login logs, usage data, feature access records, and any activity that occurred during the disputed billing period.

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Frequently Asked Questions

What if the customer says they could not figure out how to cancel?↓
Show that your cancellation process is clearly accessible. Screenshots of the account management page, links in billing emails, and FAQ documentation about cancellation all help prove the customer had a reasonable path to cancel.
Do I need to notify customers before each renewal?↓
Best practice is to send renewal notification emails before each billing cycle. Many jurisdictions require advance notice for recurring charges. Having these notifications in your evidence significantly strengthens your case.
What about free trial to paid subscription disputes?↓
Show that the trial terms clearly stated the conversion to paid, the customer was notified before the trial ended, and the paid charge matched what was disclosed. Include the trial signup form and any reminder emails sent before conversion.

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