Update a dispute 

When you get a dispute, contacting your customer is always the best first step. If that doesn’t work, you can submit evidence to help us resolve the dispute in your favor. You can do this in your dashboard, but if you prefer, you can use the API to submit evidence programmatically.

Depending on your dispute type, different evidence fields will give you a better chance of winning your dispute. To figure out which evidence fields to provide, see our guide to dispute types.

Parameters

• evidenceobject

  Evidence to upload, to respond to a dispute. Updating any field in the hash will submit all fields in the hash for review. The combined character count of all fields is limited to 150,000.

  Hide child parameters

  • evidence.access_activity_logstring

    Any server or activity logs showing proof that the customer accessed or downloaded the purchased digital product. This information should include IP addresses, corresponding timestamps, and any detailed recorded activity. Has a maximum character count of 20,000.

  • evidence.billing_addressstring

    The billing address provided by the customer.

  • evidence.cancellation_policystring

    (ID of a file upload) Your subscription cancellation policy, as shown to the customer.

  • evidence.cancellation_policy_disclosurestring

    An explanation of how and when the customer was shown your refund policy prior to purchase. Has a maximum character count of 20,000.

  • evidence.cancellation_rebuttalstring

    A justification for why the customer’s subscription was not canceled. Has a maximum character count of 20,000.

  • evidence.customer_communicationstring

    (ID of a file upload) Any communication with the customer that you feel is relevant to your case. Examples include emails proving that the customer received the product or service, or demonstrating their use of or satisfaction with the product or service.

  • evidence.customer_email_addressstring

    The email address of the customer.

  • evidence.customer_namestring

    The name of the customer.

  • evidence.customer_purchase_ipstring

    The IP address that the customer used when making the purchase.

  • evidence.customer_signaturestring

    (ID of a file upload) A relevant document or contract showing the customer’s signature.

  • evidence.duplicate_charge_documentationstring

    (ID of a file upload) Documentation for the prior charge that can uniquely identify the charge, such as a receipt, shipping label, work order, etc. This document should be paired with a similar document from the disputed payment that proves the two payments are separate.

  • evidence.duplicate_charge_explanationstring

    An explanation of the difference between the disputed charge versus the prior charge that appears to be a duplicate. Has a maximum character count of 20,000.

  • evidence.duplicate_charge_idstring

    The Stripe ID for the prior charge which appears to be a duplicate of the disputed charge.

  • evidence.enhanced_evidenceobject

    Additional evidence for qualifying evidence programs.

    Hide child parameters

    • evidence.enhanced_evidence.visa_compelling_evidence_3object

      Evidence provided for Visa Compelling Evidence 3.0 evidence submission.

      Hide child parameters

      • evidence.enhanced_evidence.visa_compelling_evidence_3.disputed_transactionobject

        Disputed transaction details for Visa Compelling Evidence 3.0 evidence submission.

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        • evidence.enhanced_evidence.visa_compelling_evidence_3.disputed_transaction.customer_account_idstring

          User Account ID used to log into business platform. Must be recognizable by the user.

        • evidence.enhanced_evidence.visa_compelling_evidence_3.disputed_transaction.customer_device_fingerprintstring

          Unique identifier of the cardholder’s device derived from a combination of at least two hardware and software attributes. Must be at least 20 characters.

        • evidence.enhanced_evidence.visa_compelling_evidence_3.disputed_transaction.customer_device_idstring

          Unique identifier of the cardholder’s device such as a device serial number (e.g., International Mobile Equipment Identity [IMEI]). Must be at least 15 characters.

        • evidence.enhanced_evidence.visa_compelling_evidence_3.disputed_transaction.customer_email_addressstring

          The email address of the customer.

        • evidence.enhanced_evidence.visa_compelling_evidence_3.disputed_transaction.customer_purchase_ipstring

          The IP address that the customer used when making the purchase.

        • evidence.enhanced_evidence.visa_compelling_evidence_3.disputed_transaction.merchandise_or_servicesenum

          Categorization of disputed payment.

          Possible enum values

          merchandise Disputed payment was for a physical product.

          services Disputed payment was for a service.

        • evidence.enhanced_evidence.visa_compelling_evidence_3.disputed_transaction.product_descriptionstring

          A description of the product or service that was sold.

        • evidence.enhanced_evidence.visa_compelling_evidence_3.disputed_transaction.shipping_addressobject

          The address to which a physical product was shipped. All fields are required for Visa Compelling Evidence 3.0 evidence submission.

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          • evidence.enhanced_evidence.visa_compelling_evidence_3.disputed_transaction.shipping_address.citystring

            City, district, suburb, town, or village.

          • evidence.enhanced_evidence.visa_compelling_evidence_3.disputed_transaction.shipping_address.countrystring

            Two-letter country code (ISO 3166-1 alpha-2).

          • evidence.enhanced_evidence.visa_compelling_evidence_3.disputed_transaction.shipping_address.line1string

            Address line 1 (e.g., street, PO Box, or company name).

          • evidence.enhanced_evidence.visa_compelling_evidence_3.disputed_transaction.shipping_address.line2string

            Address line 2 (e.g., apartment, suite, unit, or building).

          • evidence.enhanced_evidence.visa_compelling_evidence_3.disputed_transaction.shipping_address.postal_codestring

            ZIP or postal code.

          • evidence.enhanced_evidence.visa_compelling_evidence_3.disputed_transaction.shipping_address.statestring

            State, county, province, or region.

      • evidence.enhanced_evidence.visa_compelling_evidence_3.prior_undisputed_transactionsarray of objects

        List of exactly two prior undisputed transaction objects for Visa Compelling Evidence 3.0 evidence submission.

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        • evidence.enhanced_evidence.visa_compelling_evidence_3.prior_undisputed_transactions.chargestringRequired

          Stripe charge ID for the Visa Compelling Evidence 3.0 eligible prior charge.

        • evidence.enhanced_evidence.visa_compelling_evidence_3.prior_undisputed_transactions.customer_account_idstring

          User Account ID used to log into business platform. Must be recognizable by the user.

        • evidence.enhanced_evidence.visa_compelling_evidence_3.prior_undisputed_transactions.customer_device_fingerprintstring

          Unique identifier of the cardholder’s device derived from a combination of at least two hardware and software attributes. Must be at least 20 characters.

        • evidence.enhanced_evidence.visa_compelling_evidence_3.prior_undisputed_transactions.customer_device_idstring

          Unique identifier of the cardholder’s device such as a device serial number (e.g., International Mobile Equipment Identity [IMEI]). Must be at least 15 characters.

        • evidence.enhanced_evidence.visa_compelling_evidence_3.prior_undisputed_transactions.customer_email_addressstring

          The email address of the customer.

        • evidence.enhanced_evidence.visa_compelling_evidence_3.prior_undisputed_transactions.customer_purchase_ipstring

          The IP address that the customer used when making the purchase.

        • evidence.enhanced_evidence.visa_compelling_evidence_3.prior_undisputed_transactions.product_descriptionstring

          A description of the product or service that was sold.

        • evidence.enhanced_evidence.visa_compelling_evidence_3.prior_undisputed_transactions.shipping_addressobject

          The address to which a physical product was shipped. All fields are required for Visa Compelling Evidence 3.0 evidence submission.

          Hide child parameters

          • evidence.enhanced_evidence.visa_compelling_evidence_3.prior_undisputed_transactions.shipping_address.citystring

            City, district, suburb, town, or village.

          • evidence.enhanced_evidence.visa_compelling_evidence_3.prior_undisputed_transactions.shipping_address.countrystring

            Two-letter country code (ISO 3166-1 alpha-2).

          • evidence.enhanced_evidence.visa_compelling_evidence_3.prior_undisputed_transactions.shipping_address.line1string

            Address line 1 (e.g., street, PO Box, or company name).

          • evidence.enhanced_evidence.visa_compelling_evidence_3.prior_undisputed_transactions.shipping_address.line2string

            Address line 2 (e.g., apartment, suite, unit, or building).

          • evidence.enhanced_evidence.visa_compelling_evidence_3.prior_undisputed_transactions.shipping_address.postal_codestring

            ZIP or postal code.

          • evidence.enhanced_evidence.visa_compelling_evidence_3.prior_undisputed_transactions.shipping_address.statestring

            State, county, province, or region.

    • evidence.enhanced_evidence.visa_complianceobject

      Evidence provided for Visa compliance evidence submission.

      Hide child parameters

      • evidence.enhanced_evidence.visa_compliance.fee_acknowledgedboolean

        A field acknowledging the fee incurred when countering a Visa compliance dispute. If this field is set to true, evidence can be submitted for the compliance dispute. Stripe collects a 500 USD (or local equivalent) amount to cover the network costs associated with resolving compliance disputes. Stripe refunds the 500 USD network fee if you win the dispute.

  • evidence.product_descriptionstring

    A description of the product or service that was sold. Has a maximum character count of 20,000.

  • evidence.receiptstring

    (ID of a file upload) Any receipt or message sent to the customer notifying them of the charge.

  • evidence.refund_policystring

    (ID of a file upload) Your refund policy, as shown to the customer.

  • evidence.refund_policy_disclosurestring

    Documentation demonstrating that the customer was shown your refund policy prior to purchase. Has a maximum character count of 20,000.

  • evidence.refund_refusal_explanationstring

    A justification for why the customer is not entitled to a refund. Has a maximum character count of 20,000.

  • evidence.service_datestring

    The date on which the customer received or began receiving the purchased service, in a clear human-readable format.

  • evidence.service_documentationstring

    (ID of a file upload) Documentation showing proof that a service was provided to the customer. This could include a copy of a signed contract, work order, or other form of written agreement.

  • evidence.shipping_addressstring

    The address to which a physical product was shipped. You should try to include as complete address information as possible.

  • evidence.shipping_carrierstring

    The delivery service that shipped a physical product, such as Fedex, UPS, USPS, etc. If multiple carriers were used for this purchase, please separate them with commas.

  • evidence.shipping_datestring

    The date on which a physical product began its route to the shipping address, in a clear human-readable format.

  • evidence.shipping_documentationstring

    (ID of a file upload) Documentation showing proof that a product was shipped to the customer at the same address the customer provided to you. This could include a copy of the shipment receipt, shipping label, etc. It should show the customer’s full shipping address, if possible.

  • evidence.shipping_tracking_numberstring

    The tracking number for a physical product, obtained from the delivery service. If multiple tracking numbers were generated for this purchase, please separate them with commas.

  • evidence.uncategorized_filestring

    (ID of a file upload) Any additional evidence or statements.

  • evidence.uncategorized_textstring

    Any additional evidence or statements. Has a maximum character count of 20,000.

• metadataobject

  Set of key-value pairs that you can attach to an object. This can be useful for storing additional information about the object in a structured format. Individual keys can be unset by posting an empty value to them. All keys can be unset by posting an empty value to metadata.

• submitboolean

  Whether to immediately submit evidence to the bank. If false, evidence is staged on the dispute. Staged evidence is visible in the API and Dashboard, and can be submitted to the bank by making another request with this attribute set to true (the default).