A Stripe dispute on my Shopify store: where do I submit evidence?

1. Stripe's documentation says you respond in the Stripe Dashboard: open the dispute from the Disputes tab and choose Counter dispute (or Accept dispute).
2. You usually have 7 to 21 days, depending on the card network. If you do not respond before the deadline, you automatically lose the dispute.
3. You have only one opportunity to submit. Stripe forwards your response and files to the issuing bank, and you cannot edit or add files afterward.
4. Stripe sorts reasons into categories (fraudulent, product not received, product unacceptable, subscription canceled, duplicate, credit not processed, unrecognized and general) and asks for the evidence that fits the category.
5. A countered dispute carries a fee in addition to the dispute received fee. Stripe returns the countered fee if you win, and does not return the received fee unless your contract says so. The bank can take up to 3 months.

Source: Stripe Documentation: Respond to disputes; Stripe Documentation: Dispute reason code categories; Stripe Documentation: Dispute evidence best practices, read 4 October 2026.

1. Open the Disputes tab in the Stripe Dashboard and select the dispute. Read its category and, where the bank supplied it, the claim details.
2. Decide whether to accept or counter. Stripe suggests checking whether the claim is valid and whether the customer would withdraw it if you resolve the complaint.
3. Click Counter dispute. On the first page, say why you believe the dispute is in error and the product type of the purchase.
4. On the second page, upload evidence files and designate which evidence type each satisfies. You can submit one file per evidence type, so combine several into one file.
5. Tick the box acknowledging the response is final, and submit.

Stripe's recommended evidence for its 'Credit not processed' category, with the Dashboard labels it uses. The lists for the other categories are further down, under the checklist.

• Your refund policy as provided to the customer (text, a screenshot on a receipt, or a PDF of the terms) refund_policy
• How and where the policy was provided to the customer before purchase refund_policy_disclosure
• Why the customer is not entitled to a refund, or no further refund refund_refusal_explanation
• Customer communication, including a clear statement if they never contacted you before the dispute customer_communication
• Any argument invalidating the reason, such as a record that you already refunded, whether the item was returned, or that the cardholder withdrew the dispute uncategorized_text or uncategorized_file

File limits Stripe states

• Combined evidence file size maximum of 4.5 MB.
• Mastercard evidence file length maximum of 19 pages.
• Do not include audio or video files, requests to call or email for more information, or links to click, such as file downloads or tracking links. Banks do not review external content.

Stripe's recommended evidence by category, for a physical product

• Stripe's page has separate lists for digital products and offline services too; these are the physical-product lists. Labels in brackets are the Dashboard or API fields Stripe names.

Fraudulent and Unrecognized

• Stripe says Unrecognized is effectively indistinguishable from Fraudulent, and that Fraudulent is the most common dispute reason.
• Evidence linking the person who received the goods to the cardholder, or showing that the cardholder has the goods, such as photographs or emails [customer_communication, uncategorized_text, uncategorized_file].
• If collected in person: the cardholder's signature on the pickup form, a copy of the ID shown, and details of it [customer_signature].
• The shipping address, which Stripe says must match a billing address verified with AVS or be the address of a business connected to the cardholder [shipping_address]; shipping documentation with the full address [shipping_documentation]; the ship date, carrier and tracking number [shipping_date, shipping_carrier, shipping_tracking_number].
• Arguments against the claim, in a PDF or screenshot: a signed order form for mail or phone orders; the transaction was made by someone in the cardholder's household; other, undisputed payments on the same card; that the CVC was presented but the issuer authorised anyway; whether you already refunded; whether the cardholder withdrew [uncategorized_text, uncategorized_file].
• For Visa card-absent fraud (10.4) Stripe checks your transaction history for Visa Compelling Evidence 3.0 eligibility and tells you in the Dashboard and the dispute email. For payments that might be covered by the liability shift, Stripe says it provides most of the evidence, such as the 3D Secure result. Stripe says Visa 10.5 disputes accept no evidence.

Product not received

• Evidence that the cardholder has the goods [uncategorized_text, uncategorized_file]; the customer's contact before the dispute, or a clear statement that there was none [customer_communication]; a signature for goods picked up or delivered [customer_signature].
• The shipping address matching a billing address verified with AVS, the shipping documentation, ship date, carrier and tracking number, with the same labels as above.
• Stripe's "how to overturn it" list: the product was delivered or is not yet due, you already refunded, or the customer withdrew the dispute.

Product unacceptable

• A description of the product as you represented it, or images showing how you presented it before purchase [product_description, uncategorized_file].
• Whether the customer contacted you before the dispute, with the messages [customer_communication]; the language of your refund policy and how it was disclosed before purchase [refund_policy, refund_policy_disclosure]; Stripe says the issuer may or may not weigh the policy, but it "can't hurt your case".
• Arguments: whether the product was returned, whether the dispute amount exceeds the value of any unused portion, whether you refunded, whether you sent a replacement, whether the cardholder withdrew.

Subscription canceled

• How and when the customer was shown your cancellation policy before purchase [cancellation_policy_disclosure]; why the subscription was not canceled, or why this payment is still valid [cancellation_rebuttal].
• A renewal notice sent to the customer, or an acknowledgement from the customer of continued use [customer_communication]; further arguments in uncategorized fields.
• Stripe's "how to overturn it": the subscription was active and the customer knew of and did not follow your cancellation procedure, you already refunded, or the customer withdrew.

Duplicate

• The charge ID of the earlier payment that looks like a duplicate [duplicate_charge_id], an explanation of the difference between the two payments [duplicate_charge_explanation], and documentation that uniquely identifies the earlier payment, such as a separate receipt [duplicate_charge_documentation].
• A shipping label or receipt for what the disputed payment was for [shipping_documentation]; the customer's contact [customer_communication]; receipts showing each payment was a separate purchase, itemised if the receipts do not list the items.

General

• Stripe says General is an uncategorized dispute, fairly rare for cards, and tells you to contact the customer to find out why they disputed the payment.

Stripe's evidence best practices

• Present evidence in the order the events happened, group it by type (receipts, communications, policies, logs), add a short summary of what each item shows, and make sure text and images are readable.
• Keep it relevant to the reason. Stripe's example: a clearly stated return policy is not relevant when the claim is that the product never arrived. Keep it factual, professional and concise.
• Stripe says it does not influence the bank's decision. It also publishes a prediction score for a submitted response; we do not quote its percentages here.

Plain words: AVS and CVV (also called CVC) are two card checks at payment: the billing address and the 3-digit security code matched what the card's bank has. 3D Secure is an extra step where the customer proves it is them to their bank, for example with a code sent to their phone. The issuer is the bank that issued the customer's card. A reason code is the short reason the bank gives for the dispute, such as fraudulent or product not received.

Plain text. Replace every [bracket] with a fact from your records and delete any line you cannot back with a file.

Order [order number], [amount and currency], dispute category: [category shown].

[One or two plain sentences on the key fact for this category, only if you can show it.]

Evidence provided
- [Evidence type]: [what it shows, in one line] ([label or file name])
- [Evidence type]: [what it shows] ([file name])
- Customer communication: [date and what was said, or: the customer did not contact us before the dispute]

[Name], [store name]

Never state anything you cannot prove. Every sentence in the response should point to a file you can attach. Delete any line you have no file for.

• Submitting before everything is assembled. Stripe says you have one opportunity and cannot amend it.
• Uploading several files for one evidence type. Stripe says combine them into a single file.
• Adding links or 'call us' requests. Stripe says banks will not review external content.
• Assuming Shopify's admin steps apply. Shopify's help describes them for Shopify Payments; Stripe's documentation describes responding in the Stripe Dashboard.
• Missing the deadline. Stripe says you then lose automatically.

Where do I submit Stripe dispute evidence?

In the Stripe Dashboard, from the Disputes tab, with Counter dispute. Stripe's documentation says you can also use the API.

How long do I have?

Stripe says usually 7 to 21 days, depending on the card network, and that you automatically lose if you do not respond in time.

Can I add evidence after submitting?

No. Stripe says you have only one opportunity, and after you submit you cannot amend what you submitted or provide additional information.

What categories does Stripe use?

Stripe groups reason codes into categories including credit not processed, duplicate, fraudulent, general, product not received, product unacceptable, subscription canceled and unrecognized, and asks for evidence by category.

What does it cost to counter?

Stripe says a dispute countered fee applies in addition to the dispute received fee. The countered fee is returned if you win. The received fee is not returned unless your contract says otherwise.

• Stripe dispute evidence: what does Stripe list for each reason?
• I submitted Stripe dispute evidence. What happens next?

• A customer disputed a Shop Pay Installments order. Who handles it?
• A customer opened a Klarna dispute. How do I respond?
• They filed a chargeback after I refunded them. What do I send?
• A buyer opened a PayPal dispute. How do I respond?

How a Stripe-gateway dispute is shown inside the Shopify admin was not verified. Shopify's help only says disputes from third-party payment providers might follow different processes and timelines, and to check the provider's documentation. We read Stripe's physical-product lists; the digital product and offline service lists differ and are not reproduced. Rules and deadlines can change, so use the due date and form on your own dispute.

The Chargeback Evidence Checklist, or its ready text to paste into ChatGPT, asks for your dispute reason and lists the proof to gather. Or pick the reason on the chargebacks page.

The kit now has six fill-in response letters for Word or Google Docs (one per reason), evidence checklists, worked examples and a one-page Start-here guide, plus an optional ready text for ChatGPT or a similar assistant that fills the letter in for you. The Chargeback Response Kit and the free Chargeback Evidence Checklist are written around Shopify's chargeback reason names: Fraudulent, Unrecognized, Product not received, Product unacceptable, Subscription canceled, Duplicate, Credit not processed and General. The Writer's README says it also handles inquiries, Shopify Protect orders and orders that were already refunded. Its response structure carries over to other payment methods, because the questions a bank asks are similar. Where and how you submit differs, and we have not tested the skill against the Stripe Dashboard form. Check the form's own limits before you paste anything in. What carries over to PayPal, Stripe and other processors: the way the response is built (what happened, evidence as numbered exhibits, the policy quoted word for word, dated contact with the customer, nothing you cannot back with a file) and the evidence ideas for each kind of claim. The fill-in letters follow Shopify's reason names, so for another processor pick the letter for the closest reason and use it to organise your facts. What does not: the reason names, the deadlines, the evidence field names and where you submit, which belong to each processor, so check them against that processor's own page above.

Before: a merchant sent delivery photos against a fraud dispute and lost.
After: a verdict (weak, fight only if cheap), what the bank actually asks, and what to gather instead.

It is also one of the six helpers in the Store Ops Pack, $29.

Send the dispute reason, the amount, the due date and the evidence you hold, with no card or customer data. We reply with what looks strong, what is missing and whether accepting may cost less. Free, no call, no sign-up. We cannot promise a day, and nobody can promise how a bank or payment provider will decide.

Kai Ventura, Pro Skill Packs

General information from the public sources above and our own checklists. It is not legal advice, and no response can promise how a bank or payment provider will decide. Pro Skill Packs is not affiliated with, endorsed by or sponsored by Shopify Inc., Affirm, Klarna, PayPal or Stripe. All chargeback pages.