What each code means and exactly what evidence to submit
Updated March 2026. Every Stripe dispute comes with a reason code that tells you why the customer's bank is disputing the charge. Your evidence must directly address that specific code. Here's every reason code you'll encounter, what it means, and exactly what evidence to submit.
What it means: The cardholder claims they didn't make or authorize the purchase. This is the most common reason code and covers both actual stolen card fraud and "friendly fraud" where the real customer disputes a legitimate purchase.
Evidence to submit: AVS (Address Verification) match confirmation, CVV match, IP address and geolocation data showing the purchaser's location matches the billing address, device fingerprint, any previous successful orders from the same customer, customer account creation details (email verification, login history), shipping address matching billing address.
Pro tip: If the product was shipped to the cardholder's billing address, this is your strongest evidence. It proves the real cardholder benefited from the purchase.
What it means: The customer claims they never received the product or service they paid for.
Evidence to submit: Carrier tracking number with delivery confirmation, signed delivery receipt (if available), GPS delivery confirmation, photos of delivered package (if your carrier provides them), shipping notification emails sent to the customer.
Pro tip: Delivery confirmation alone wins most of these. If the tracking shows "Delivered" and the dispute was filed after the delivery date, you have a strong case.
What it means: The customer received the product but claims it doesn't match the description, is damaged, or is defective.
Evidence to submit: Product listing/description screenshots, customer communication showing satisfaction or acknowledgment, photos of the product, your return/refund policy, evidence that the customer didn't attempt to return the product through proper channels.
What it means: The customer claims they were charged multiple times for the same product or service.
Evidence to submit: Proof that each charge corresponds to a separate order/product/service, order details for each transaction, receipts or invoices showing different items or dates.
What it means: The customer claims they canceled their subscription but were still charged.
Evidence to submit: Cancellation policy as agreed by the customer, proof the subscription was still active at time of charge, evidence the customer used the service after the charge, cancellation confirmation (or lack thereof) showing the subscription wasn't canceled before the billing date.
What it means: The customer doesn't recognize the charge on their bank statement. This is often caused by confusing billing descriptors.
Evidence to submit: Order confirmation sent to customer's email, your billing descriptor and how it appears on statements, customer account details, any post-purchase communication.
Pro tip: Fix your billing descriptor to match your store name. This reason code is almost entirely preventable.
What it means: The bank didn't provide a specific reason code. Treat this like "fraudulent" and submit comprehensive evidence.
Evidence to submit: Everything you have — order details, delivery proof, customer communication, AVS/CVV match, and your return policy.
Regardless of reason code, winning disputes follows the same pattern: a short rebuttal statement addressing the code, followed by structured evidence in PDF format, submitted quickly. The specific evidence varies by code, but the format banks want is always the same.
ChargeShield automates this for every reason code. Our AI identifies the dispute type, pulls the optimal evidence, and generates a tailored PDF defense — all within 30 seconds. Try it free →
Published March 16, 2026 · By the ChargeShield team