Stripe guide · checked 13 October 2026
Stripe dispute evidence: what to submit
When a customer disputes a payment, Stripe takes the money back straight away and gives you until a "respond by" date to send evidence to the customer's bank. You get one submission, so it has to be complete.
Step by step
- In the Stripe Dashboard, open Payments → Disputes and choose the dispute.
- Note the reason (for example
product_not_received) and the respond by date. - Choose Counter dispute. Stripe asks for evidence matched to the reason: delivery proof, customer communication, refund policy, and so on.
- Write a short explanation that states your argument and lists each attached file as an exhibit.
- Upload the files in the matching fields and submit. You can't change it afterwards.
What it costs
For US Stripe accounts, Stripe charges a $15 dispute fee when the dispute opens, which it keeps whatever happens, and since 17 June 2025 a $15 counter fee when you submit evidence, which it returns if you win. Other countries have different fees. If the order is small and your proof is thin, accepting can be cheaper: use the calculator.
Evidence by reason
| Stripe reason | Lead with |
|---|---|
fraudulent | Billing address and CVC checks passed (AVS/CVC match); 3D Secure authentication completed; Two earlier undisputed orders from the same customer, 120 to 365 days old, sharing the same IP or device (Visa Compelling Evidence 3.0) |
product_not_received | Carrier tracking number showing Delivered, with date; Delivery address matches the address the customer gave; For digital goods or services: download, login or usage logs after purchase |
product_unacceptable | Screenshot of the product page as it was when ordered; Return policy shown at checkout, and that the customer never asked to return; Messages showing you offered a fix, replacement or return |
subscription_canceled | Renewal terms shown at signup, with the box or button they agreed to; Account record showing no cancellation before the charge date; Logins or usage after the charge date |
duplicate | Both order records, showing different items, dates or order numbers; Refund receipt if one charge was already refunded |
credit_not_processed | Refund receipt with date and amount, if issued; Refund policy shown at checkout; Messages where you explained the refund decision |
How long it takes
After you submit, the bank can take two to three months to decide. Stripe emails you the result and returns the disputed amount (and the counter fee) if you win.
Sources: Stripe's dispute documentation and pricing; fee figures as summarised by Redo (checked August 2026). Confirm on your own Stripe pricing page.