How do you win a dispute on Stripe?

In a nutshell: When customers dispute a payment with their bank, they must provide evidence to support their claim. Sellers can challenge these disputes by presenting evidence that supports their side. Factors affecting the outcome include

Jeff Whelpley is the editor / author responsible for this content.
May 1, 2024

Introduction

When customers question a payment with their bank, they must show proof to back up their complaints. Banks want to keep their customers safe from unfair or wrong charges. As the seller, you can challenge the customer's claim by giving evidence that backs up your side. Even though Stripe can't control the bank's choice, it can help you know what to do in settling disputes. Keep reading to learn the steps to win a dispute on Stripe.

Assessing Factors Affecting Dispute Outcomes

Your chances of winning a dispute depend on various things: the type of dispute, how strong your evidence is, and what payment method a customer used. Stripe's Radar for Fraud Teams uses clever computer programs to guess how likely you are to win a dispute. It gives you a guess score on your Dashboard.

How do you win a dispute on Stripe? (Step 1)

Presenting Strong Evidence

To increase your chances of winning, it's important to make sure your evidence directly relates to the problem. Don't include long explanations or things that don't matter.

Providing Proof of Authorization

When dealing with disputes, it's important to show that the real cardholder approved the payment. To prove this, you can give proof, such as matching addresses, card code checks, or receipts. Stripe already adds address checks or card code results. But if you have more proof, such as 3DS checks, add that too to make your case stronger.

How do you win a dispute on Stripe? (Step 3)

Verifying Service or Delivery

If customers complain about not getting what they ordered, or they say it's broken or not as described, you can provide evidence showing you delivered what you promised. For physical items, give detailed shipping proof, including the complete address. For digital items, evidence of system logs demonstrating usage.

How do you win a dispute on Stripe? (Step 4)

Clarifying Terms of Service and Refund Policy

Make sure your customer knows and agrees to your rules and refund policy when they buy something from you. Take a screenshot of the important parts of your policy during the checkout process. Don't include the whole thing because the bank might not review it all.

How do you win a dispute on Stripe? (Step 5)

Organizing Your Evidence

Combine files that show the same evidence to make things easier. Label each file with its type, and only give one piece of evidence for each type. This will make the process smooth and reduce the size of your files.

Conclusion

Sometimes, it's a good decision to settle a dispute, especially if you agree with the refund. Settling a dispute doesn't mean you're admitting you did something wrong. However, having good refund and return policies can prevent future disputes.

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Jeff truly believes that all customers deserve good service. He’s been building tools, inventing phone tree hacks and helping customers since before his days at GetHuman. He's also a Google GDE and involved in the Angular community.
How do you win a dispute on Stripe?

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GetHuman has been working for over 10 years on sourcing information about big organizations like Stripe in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our How do you win a dispute on Stripe? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.

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