On this page

The evidence decision in 60 seconds

Use the claim to choose the record, not the other way around.
Claim on the caseEvidence that can answer itWeak substitute
Fraud or unrecognized paymentAuthentication result, account activity, delivery or access, customer communication, and transaction-linked device or IP records where Stripe requests them.A generic statement that the customer usually buys from you.
Product not receivedCarrier delivery, pickup, download, login, or service-completion record tied to the customer and disputed order.A tracking link the bank cannot open or a shipping label with no delivery event.
Not as described or defectiveListing or description shown at purchase, order details, delivered item or service record, support exchange, and return/refund history.A policy archive that does not show what this customer bought.
Credit not processedRefund or credit record, amount, date, destination, cancellation or return record, and customer communication.A promise to refund without a completed credit record.
Duplicate or paid by other meansOrder, capture, receipt, other tender, void, and refund reconciliation.Two screenshots that show amounts but not which sale each payment covered.

What makes a Stripe exhibit useful

  1. 01
    Name the claim

    Write the customer's allegation in one sentence before you write the response.

  2. 02
    State the answer

    Use one sentence to say what happened and why the claim does not match the transaction record.

  3. 03
    Attach the direct proof

    Map the statement to a readable exhibit with the order, customer, date, and relevant event visible.

  4. 04
    Add only useful context

    Policies, emails, and account history should clarify the direct record, not bury it.

  5. 05
    Check the form

    Stripe allows one file per evidence type, a combined 4.5 MB evidence limit, and no external links, audio, or video. Follow the live form if its requirements differ.

Weak evidence patterns to remove

Keep

  • A dated transaction timeline. It lets a reviewer connect the payment, fulfillment, support, and response.
  • One exhibit per evidence type. Stripe can accept one file per type; combine related pages before upload.
  • Readable labels and captions. The reviewer can see what each page proves without guessing.

Remove or replace

  • External links. Stripe says banks will not review linked content.
  • Unrelated customer history. It adds privacy exposure without answering the current claim.
  • Emotion instead of proof. A claim that the customer is dishonest does not establish what happened.

Dashboard, API, and test disputes

The Dashboard and Disputes API use the same underlying case, but the integration path changes how you retrieve the dispute, upload evidence, submit the response, and receive status events. Stripe's Disputes API documents those operations. For a safe integration check, Stripe's test cards can create fraudulent, not-received, inquiry, multiple-dispute, and Visa CE 3.0 cases; `winning_evidence`, `losing_evidence`, and `escalate_inquiry_evidence` drive test outcomes. Do not use test values in a live response.

When the records are ready, Zocuments can assemble a reviewer-facing packet in the browser. You still upload the evidence through Stripe.