Stripe·13 May 2026·9 min read

Stripe Chargeback Evidence Checklist: 15 Items That Win Disputes

What evidence actually wins Stripe chargebacks — organised by dispute type, with explanations of what each item is, why the card network requires it, and how to get it quickly.

How Stripe handles chargeback evidence

When a customer disputes a charge, Stripe gives you 7 days to submit your evidence through the Stripe Dashboard or API. Behind the scenes, Stripe packages your submission and forwards it to the card network on your behalf. The network — not Stripe — decides the outcome based on whether your evidence meets the requirements for that specific reason code.

This distinction matters. The most common mistake is submitting evidence that feels convincing but doesn't address the specific dispute type. A package tracking number proves delivery but won't win a fraud dispute (Visa 10.4, Mastercard 4853) if the cardholder claims they never made the purchase. For those, you need authorisation evidence — not delivery evidence.

The checklist below is organised by dispute type. Find your reason code category, then work through the items in order of priority.

Evidence for fraud chargebacks (Visa 10.4, MC 4837)

Visa 10.4 and Mastercard 4837 are “no authorisation” disputes — the cardholder claims they did not make the purchase. These require evidence that the transaction was authorised by the legitimate account holder. Delivery confirmation is secondary; identity and authorisation are primary.

1
AVS match confirmation
Required
What it is: Address Verification Service result showing the billing address provided at checkout matched the card issuer's records.
Why Stripe requires it: Demonstrates the person placing the order knew the cardholder's billing address — a strong indicator the legitimate cardholder was present.
How to obtain it: Export from your Stripe Dashboard under the payment details. Look for the AVS result field in the payment details.
2
CVV/CVC match record
Required
What it is: Confirmation that the 3-digit card security code entered at checkout matched the issuer's records.
Why Stripe requires it: CVV is only on the physical card — a match indicates the person placing the order had the physical card.
How to obtain it: Available in Stripe payment details. Look for 'CVV check: pass' in the charge metadata.
3
3DS / authentication record
Required
What it is: 3D Secure authentication log showing the cardholder completed strong customer authentication for this specific transaction.
Why Stripe requires it: A completed 3DS authentication shifts liability to the card issuer. The chargeback cannot succeed if 3DS passed.
How to obtain it: Stripe Radar shows 3DS status. For Stripe Payments with 3DS enabled, find the payment_intent authentication field.
4
IP address and geolocation
Required
What it is: The IP address of the device that placed the order, with geolocation showing the approximate location.
Why Stripe requires it: If the order IP is near the cardholder's billing address or is consistent with prior orders from the same card, it supports legitimacy.
How to obtain it: Stripe logs IP addresses for all charges. Export from the charge detail or use your order management system.
5
Prior purchase history
Required
What it is: Evidence of previous successful transactions from the same card, email, device, or customer account.
Why Stripe requires it: Demonstrates the cardholder has a history of transactions with your store — the disputed charge fits an established pattern.
How to obtain it: Filter your Stripe Dashboard or order system by card last-4 or customer email. Export 3–6 months of history.
6
Device fingerprint / user agent
Recommended
What it is: The browser user agent string, device ID, and session data from the order.
Why Stripe requires it: Consistent device fingerprint across multiple orders from the same card suggests a single known customer.
How to obtain it: If you use a fraud tool (Stripe Radar, Signifyd, Kount), retrieve the session fingerprint. Otherwise, use your server access logs.

Evidence for item not as described chargebacks

These disputes arise when the cardholder received the item but claims it was materially different from what was advertised. The key is proving your product listing accurately represented what was delivered.

7
Product listing screenshot
Required
What it is: A screenshot of your product page as it appeared at the time of purchase, showing the description, images, and specifications.
Why Stripe requires it: Establishes the baseline: what did the customer expect to receive? Your product page is what the network compares against the cardholder's complaint.
How to obtain it: Use the Wayback Machine (web.archive.org) if your listing has changed. If not, screenshot your live product page.
8
Photos or specifications of the item shipped
Required
What it is: Photos of the actual item you sent, or the item's specification sheet, showing it matches the listing.
Why Stripe requires it: Directly contradicts the 'not as described' claim by showing the item matches the advertised description.
How to obtain it: If you have photos from fulfillment, include them. For products shipped from inventory, use product spec sheets.
9
Correspondence showing the issue was resolved or disputed
Required
What it is: Email thread or chat log between your support team and the customer.
Why Stripe requires it: Shows the customer contacted you about the issue, what their specific complaint was, and how you responded. If the complaint doesn't match the chargeback reason, this is strong counter-evidence.
How to obtain it: Export from your helpdesk (Gorgias, Zendesk, Gmail) — export as PDF and include with your submission.
10
Return or refund policy shown at checkout
Recommended
What it is: Screenshot of your return policy as it was displayed at checkout or on your website.
Why Stripe requires it: If the customer had a remedy available (return for full refund) but chose to chargeback instead, this weakens the dispute claim.
How to obtain it: Screenshot your current policy page. If your policy changed, use Wayback Machine for the historical version.

Evidence for item not received chargebacks

The cardholder claims they never received what they ordered. For physical goods, delivery proof is essential. For digital goods or services, different evidence applies.

11
Carrier tracking showing delivered status
Required
What it is: Tracking number with full scan history showing the package was delivered to the cardholder's address.
Why Stripe requires it: This is the primary evidence for physical goods. 'Delivered' status to the correct address is the strongest counter to a not-received claim.
How to obtain it: Export the full tracking page as a PDF from USPS, UPS, FedEx, or Royal Mail. Include the delivery scan with timestamp.
12
Proof of shipment to the billing/shipping address
Required
What it is: Shipping label or dispatch record showing the item was sent to the address the cardholder provided.
Why Stripe requires it: Establishes you fulfilled your obligation — you shipped to the address the cardholder gave you.
How to obtain it: Shipping confirmation email to the customer, or export from your fulfillment system.
13
Digital delivery confirmation (for digital goods)
Required
What it is: Access log, download timestamp, licence key activation record, or service login history for digital products.
Why Stripe requires it: For software, SaaS, or digital downloads, this proves the cardholder accessed and used the product — directly contradicting a not-received claim.
How to obtain it: Export from your application logs, CDN access logs, or licence management system. Include IP, timestamp, and user identifier.

Evidence for subscription / recurring billing disputes

These disputes typically claim the subscription was cancelled before the charge, or that the customer never agreed to recurring billing. Subscription-specific evidence is required.

14
Subscription sign-up confirmation showing recurring terms
Required
What it is: The email or on-screen confirmation the customer received when they signed up, showing they agreed to recurring billing.
Why Stripe requires it: Establishes the customer explicitly accepted the recurring charge at sign-up — directly addresses claims of 'I didn't agree to this.'
How to obtain it: Export the original sign-up confirmation email. If you use Stripe Billing, the checkout receipt includes the billing interval.
15
Cancellation request log or absence thereof
Required
What it is: Your support records showing no cancellation request was received prior to the disputed charge, or showing the request was made after the charge date.
Why Stripe requires it: If the cardholder claims they cancelled but your records show no cancellation request, this is critical evidence.
How to obtain it: Export your support ticket history filtered by the customer's email. Include a screenshot showing 'no results' if no request was found.
16
Usage logs showing active service use after the charge date
Recommended
What it is: Login records, feature usage, or API call history showing the customer continued using the service after the billing date.
Why Stripe requires it: Actively using a service after the charge date is strong evidence the service was delivered and used — difficult to reconcile with a claim of cancellation or non-receipt.
How to obtain it: Export from your application database, analytics platform, or server logs. Filter by customer ID and date range.

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Frequently asked questions

What evidence does Stripe require for a chargeback dispute?

Stripe requires evidence specific to the dispute reason code. For fraud disputes, you need proof of cardholder identity and transaction authorisation. For not-received disputes, you need proof of delivery or fulfillment. The exact requirements depend on the card network (Visa, Mastercard, Amex, Discover) and the reason code.

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

Stripe gives merchants 7 days to submit evidence for most chargebacks, though the underlying network deadline is typically 20–30 days. Stripe's portal closes earlier than the network deadline, so you must act within Stripe's 7-day window.

What is the most important piece of evidence for a Stripe fraud dispute?

For fraud disputes (Visa 10.4, Mastercard 4837), the most important evidence is proof the legitimate cardholder authorised the transaction — IP address matching the billing address, 3DS authentication records, device fingerprint, and prior purchase history from the same card.

Can I win a Stripe chargeback without a tracking number?

For physical goods disputes, a tracking number showing delivery is critical — without it, you will almost certainly lose a not-received dispute. For digital goods or services, delivery evidence takes a different form: access logs, IP records, download timestamps, or service usage records.

Does ChargeMate work with Stripe chargebacks?

Yes. ChargeMate handles Stripe chargebacks without requiring an API connection to your Stripe account. You provide the dispute details and evidence, and we generate a network-compliant response or manage the full dispute for $10/case.

Visa 10.4 — Other Fraud: Card-Absent Environment →Mastercard 4853 — Goods or Services Not Provided →ChargeMate Chargeback Outsourcing Service →Stripe Chargebacks: Complete 2026 Guide →