1. Read the dispute before collecting anything
Open the dispute in the Stripe dashboard, or fetch it with the API. Note three things: the reason, the amount (it can be less than the charge if only part of the order is disputed) and the due date for evidence. Stripe's reason values includeproduct_not_received, product_unacceptable, credit_not_processed, subscription_canceled,duplicate, fraudulent, unrecognized and general.
The reason decides what evidence is relevant. A refund policy does not help a "not received" dispute; delivery proof does.
2. Contact the buyer
Stripe's own documentation says contacting your customer is always the best first step. Some disputes are misunderstandings, such as an unfamiliar statement descriptor. If the buyer agrees to withdraw, keep their message: documentation of the cardholder withdrawing belongs in the customer communication evidence.
3. Collect evidence by type
Stripe's evidence object has a field for each kind of proof. The ones online sellers use most:
| Evidence field | What goes in it |
|---|---|
customer_communication | Emails, chats and other messages with the buyer that support your case, combined into one file. |
shipping_documentation, shipping_tracking_number, shipping_date | Carrier, tracking and delivery confirmation. |
receipt | The receipt or confirmation sent to the buyer. |
refund_policy, refund_policy_disclosure | The policy and how the buyer saw it before paying. |
cancellation_policy, cancellation_rebuttal | For subscriptions: the policy and why the subscription was not canceled. |
access_activity_log | For digital goods: logins, downloads or usage with IP addresses and timestamps. |
uncategorized_text, uncategorized_file | Anything else, including your summary letter. |
Stripe adds AVS and CVC results and the purchase IP address automatically when it has them. Add any other proof of authorization yourself, such as 3D Secure.
4. Keep it short and inside the limits
- Files must be PDF, JPEG or PNG.
- All files together must be under 4.5 MB and fewer than 50 pages; Mastercard disputes allow 19 pages.
- You can submit one file per evidence type, so merge all customer messages into one document.
- Text fields share a limit of 150,000 characters.
Stripe's best-practice advice is to present evidence chronologically, keep it relevant to the reason, include short summaries of what each item shows, and avoid burying the key fact in long documents. The rebuttal letter template follows that structure.
5. Stage, review, then submit
In the API, updating a dispute with submit: false stages the evidence: it is saved on the dispute and visible in the dashboard, but not sent. A second update with submit: true (the default) sends everything to the bank. You get one submission, so stage first and have someone else read it.
Do not wait for the last day. Deadlines are set by the card network, and evidence collected from several tools under time pressure is where most mistakes happen.
6. What happens next
After submission the dispute moves to under_review, and later to won or lost. The issuer decides; Stripe passes on the result. Even strong evidence does not guarantee a win, which is why answering buyers well before they dispute matters as much as the response.
Smart Disputes or your own response?
Stripe Smart Disputes prepares the response from Stripe's data and takes 30% of the disputed amount when you win. It is convenient if you rarely talk to buyers. If your support conversations carry the proof, you will need to collect and add them either way. Rebutdesk vs Stripe Smart Disputes.
Questions
How much does a Stripe dispute cost?
In the US, Stripe lists a $15 fee for each dispute received and another $15 for each dispute you counter manually, refunded if you win. Smart Disputes instead takes 30% of the disputed amount on disputes you win. Check Stripe's pricing page for your country.
Can I change evidence after submitting?
No. Submitting sends the evidence to the bank. Use staging (submit set to false in the API) to save evidence on the dispute while you are still working on it.
Should I refund instead of fighting?
If the buyer has a point, often yes, and before the dispute is filed if you can. Once a dispute is open, the bank still decides the outcome. If you refunded part of the order, Stripe recommends including the amount and date of that refund in your response.
Keep the evidence before you need it
Rebutdesk is an open-source helpdesk where Stripe and PayPal disputes open inside the buyer's support case, so the conversation, refunds and shipping events are already in order when the deadline starts. See how it works.
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