Chargeback guide · checked 13 October 2026
How to win a "fraudulent / unauthorized" chargeback
The cardholder says they didn't make or allow this purchase. To win, you need to show that the real cardholder made the purchase, or that they've bought from you before without complaint.
Reason codes
| Network | Code |
|---|---|
| Visa | 10.4 Other Fraud: Card-Absent |
| Mastercard | 4837 No Cardholder Authorization |
| American Express | F29 Card Not Present |
| Stripe label | fraudulent |
Evidence that wins it
- Billing address and CVC checks passed (AVS/CVC match) (key)
- 3D Secure authentication completed (key)
- Customer's IP address and device at checkout
- Two earlier undisputed orders from the same customer, 120 to 365 days old, sharing the same IP or device (Visa Compelling Evidence 3.0) (key)
- Customer account login history (same account used before)
- Proof of delivery to the cardholder's billing address
- Proof the customer downloaded, logged in to or used what they bought
- Emails or chats with the customer around the order
For Visa 10.4, two earlier undisputed orders from the same customer, 120 to 365 days old, with a matching IP address or device plus one more match (account, address), can shift liability to the issuer under Compelling Evidence 3.0. If you have them, lead with them.
What your letter should argue
The transaction was authorised by the cardholder. The order was placed using the cardholder's own billing details, the security checks listed below passed, and the customer has a history with us that matches this order. Then list each piece of proof as a numbered exhibit, so the reviewer at the bank can match your words to your files.
Before you fight
- Check the respond-by date on the dispute. Late responses lose automatically.
- In the US, Stripe keeps its $15 dispute fee either way, and charges another $15 when you submit evidence, returned if you win. Work out if it's worth it.
- You get one submission. Gather everything first.
Build my fraudulent / unauthorized evidence pack
Other reasons: Product not received · Not as described / defective · Subscription canceled · Duplicate charge · Credit not processed