On this page
A dispute response has a job: tie the charge to a customer, a product, and a fulfilment. Tracking, access logs, a signed service record, the descriptor the customer saw, and the policy they accepted are evidence. A paragraph about how long you have been in business is not.
Show the delivery. Do not write an essay about your reputation.
What is actually moving
Send what the reason code is actually asking. “Not received” wants delivery. “Not as described” wants the offer the customer saw. “Unrecognised” wants the descriptor, the receipt, and the site. A single template for every reason is how true cases are lost.
- Who paid.
- What they were promised.
- What they received.
- What the statement showed.
- The policy that applied.
What people confuse it with
Do not invent a delivery. A fabricated tracking number is worse than a loss. It is the sort of fact that ends an account and poisons any later assessment.
Not a reinstatement method
What to do with it
Answer the reason you were given, with records you already have.
- Match the response to the reason, not to your feelings about the customer.
- Include the descriptor and the page they bought from.
- Stop when the evidence is attached. Extra rhetoric hides it.
- If you cannot evidence it, concede. A thin fight is still a dispute on the record.
What this briefing is not
Questions on this note
Will a strong response guarantee a win?
No. The issuer decides. A clear file improves a true case. It does not overturn a charge the customer was right about.
Should I send customer identity documents?
Send what the dispute asks for. Do not attach unrelated identity files, card numbers, or passwords.
Continue in the briefing
Disputes
How Disputes, Refunds and Early Fraud Warnings Feed a Stripe Review
How chargebacks, refund spikes and early fraud warnings push a Stripe account into review, and which records actually answer them.
11 min
Accounts
Stripe Statement Descriptors, Receipts and What the Cardholder Sees
How Stripe statement descriptors, receipts and checkout names cause unrecognised-charge disputes, and why they must name the real seller.
8 min
Disputes
A Chargeback After You Already Refunded
Refunding does not always stop a dispute that was already opened, and a second refund is how the same sale is paid back twice.
11 min
Disputes
A Rising Dispute Rate, and What a Stripe Review Is Actually Looking At
How disputes, refunds and early fraud warnings read differently in a Stripe review, without fake thresholds or a promise the ratio will be forgiven.
15 min