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The Stripe dispute questions that matter first
| Question | Short answer | Go deeper |
|---|---|---|
| What are Stripe's dispute reasons? | Stripe maps many network codes into merchant-facing categories such as fraud, product not received, product unacceptable, credit not processed, duplicate, and subscription cancelled. | Use the Stripe category guide and the reason-code reference. |
| What does under review mean? | Stripe has forwarded a countered response for issuer review. A case can later show won or lost; the issuer makes the decision. | Track the case in the Dashboard or through your event integration. |
| Can I accept a dispute? | Yes. Accepting means you are not contesting the disputed amount; it is different from countering with evidence. | Read the claim and deadline before choosing accept or counter. |
| How is a dispute resolved? | Stripe collects the response and reports the network or issuer outcome. Stripe is not the bank deciding the merits. | Prepare a claim-focused response in the evidence playbook. |
- NoticeCheck email, Dashboard, and any configured event destination.
- InspectRead the category, claim details, due date, and requested evidence.
- DecideResolve an inquiry or accept/counter a formal dispute.
- SubmitAssemble every file before the one final submission.
- MonitorTrack under review, won, or lost in the Dashboard.
What Stripe dispute management includes
Open the Disputes tab, review the bank's claim documents when available, check the category, and use the response form's evidence fields.
Stripe displays inquiries among disputed payments, but describes them as a pre-dispute stage. A formal escalation requires another response. See the Stripe inquiry guide.
Stripe documents an API for programmatic responses and Workflows or Stripe Apps for selected automation. Automation does not remove the need to review claim-specific evidence.
Stripe's Disputes analytics view is separate from the response workspace, and inquiries are excluded from that disputes analytics view. Use the case itself for the deadline.
Window and one shot
Stripe says the response window is usually 7 to 21 days depending on the card network. Missing it is an automatic loss. Clicking Counter opens a form; after submission Stripe forwards the package immediately, and you cannot add a forgotten file. The due date on the open case controls.
API, testing, and Connect differences
Stripe's Disputes API covers retrieving cases, uploading evidence, submitting a response, and receiving webhook events. Keep a human review step before a final submission.
Stripe's testing documentation provides dispute test cards and values such as `winning_evidence`, `losing_evidence`, and `escalate_inquiry_evidence`. Keep test values out of live evidence.
With Connect disputes, direct, destination, and separate charges can place responsibility and balance debits differently. Confirm which account owns the case before automating.
File rules Stripe publishes
- PDF, JPEG, or PNG only.
- Combined size at most 4.5 MB; combined page count under 50.
- Mastercard: Stripe calls out a roughly 19-page practical limit.
- One file per evidence type; combine communications into one PDF.
- No audio, video, or links. 12-point type, portrait US Letter or A4, arrows rather than color highlighting.
Visa CE 3.0 and liability shift
For some Visa 10.4 fraud disputes, Stripe flags Compelling Evidence 3.0 eligibility and may pre-fill prior qualifying transactions. Do not edit those pre-filled fields in a way that breaks eligibility. For 3-D Secure liability shift, Stripe attaches ECI data automatically. Add delivery or account records on top rather than retyping the 3-D Secure result.
Fees
A dispute-received fee applies when the dispute opens and is generally not returned outside Mexico. A separate countered fee may apply if you fight; Stripe says it returns that countered fee if you win (not in Mexico and Japan). Unchallengeable disputes exist (some Cartes Bancaires and local-regulation cases) and close as lost with no evidence window.
Use Stripe's category guide for the evidence fields that match this dispute, then reason guides for the merchant-facing checklist. For the mechanics of the evidence packet, see how to respond to a chargeback.
