The following guide is to help event partners that are handling their own chargeback disputes.
Dispute categories
When a payment is disputed by a cardholder, their card issuer assigns one of the following categories to best describe the reason for it. This is displayed in the Stripe Dashboard when viewing a dispute and as a value for the reason attribute of a Dispute object.
- Credit not processed
- Duplicate
- Fraudulent
- General
- Product not received
- Product unacceptable
- Subscription canceled
- Unrecognised
There are different recommendations for how to respond and what evidence you should provide. These depend on the dispute reason and what was purchased (physical product, digital product or service, or offline service). There is also general evidence you should include when responding to any kind of dispute. Including as much relevant information as possible in a response increases the likelihood that the dispute is found in your favour.
General Evidence
| EVIDENCE | PARAMETER |
|---|---|
| The billing address provided by the customer (if the AVS check was successful). This field is automatically filled when possible. | billing_address |
| The name of the customer. This field will be automatically filled when possible. | customer_name |
| The email address of the customer. This field will be automatically filled when possible. | customer_email_address |
| The IP address that the customer used when making the purchase. This field will be automatically filled when possible, and will be expanded to include geographical data before we send your evidence to the customer's credit card company. | customer_purchase_ip |
| A relevant document or contract showing the customer's signature. | customer_signature |
| Any communication with the customer that you feel is relevant to your case (e.g., emails proving that they received the product or service, or demonstrating their use of or satisfaction with the product or service). | customer_communication |
| Any receipt or message sent to the customer notifying them of the charge. This field will be automatically filled with a Stripe generated email receipt if any such receipt was sent. | receipt |
| A description of the product or service and any relevant details on how this was presented to the customer at the time of purchase. | product_description |
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