# 争议回应最佳实践

学习如何组织最有说服力的证据来抗辩争议。

You can manage disputes using the [Dashboard](https://docs.stripe.com/disputes/responding.md) or the [API](https://docs.stripe.com/disputes/api.md).

当账户所有人对他们的银行付款提出争议时，他们必须提供证据来支持其主张。很多情况下，银行的目标是保护他们的客户，让他们不必为未经其授权或认为存在虚假陈述或损坏的东西付费。

As the seller, you have the right to counter the account owner’s claim and provide evidence that supports your case. While Stripe doesn’t influence the ultimate outcome of the bank’s decision, our goal is to help you defend the dispute. We base the best practices that we provide here on our deep exposure to dispute resolution.

## Organize the evidence 

Before you submit evidence to counter a dispute, abide by the following guidelines:

- **Present chronologically:** Organize evidence in the order events occurred to create a clear timeline of the transaction and subsequent communications.

- **Group by type:** Separate receipts, communications, policies, and system logs into distinct sections for easier reference.

- **Include summaries:** Provide brief explanations of what each piece of evidence demonstrates to guide the reviewer.

- **Maintain clarity:** Ensure all of the text is readable and that images are clear, with sufficient contrast and resolution.

## 赢得争议的概率

您推翻争议的机会会存在很大差异，其因素包括：

- The type of dispute and whether it qualifies for [Visa CE 3.0](https://docs.stripe.com/disputes/best-practices.md#visa-ce-30) evidence.
- The strength of the evidence you submit.
- The type of payment (debit, credit, digital wallet, and so on).
- The type of purchase (online, in-person, physical product, service, and so on).

Stripe’s [Radar Plus](https://stripe.com/radar/fraud-teams) uses Radar’s AI models to estimate your chances of winning a dispute. It gives you a prediction score in the dispute details page of your Dashboard, so you can prioritize disputes.

如果您注册了 Radar，但在争议旁边没有看到赢率预测，则可能是以下原因之一：

- The payment wasn’t made with a credit card.
- The payment has only received an [inquiry](https://docs.stripe.com/disputes/how-disputes-work.md#inquiries), not an actual dispute.
- An error prevented us from generating a prediction (this is rare).

从最低（1 分）到最高（5 分）预测得分，用这些得分对您赢得已提交相关证据的争议的可能性进行排序。下表显示了各排名的预期赢率。即使在最有利的情况下，也很难推翻有争议的付款。

| 争议赢率等级 | 争议的赢率 |
| --- | --- |
| 5 点 | 60% |
| 4 点 | 40% |
| 3 点 | 25% |
| 2 点 | 15% |
| 1 点 | 5% |

## 让您的证据切合争议原因，直击要点

发卡行每天都会审查数以千计的争议回应。解释过多并不会让您的回答更有说服力。同样，提供表明您确实明确声明过退货政策的证据与客户声称从未收到产品这类争议并无实质关系。相反，采用一种中立和专业的语气，简明扼要地描述为什么此说法不合理，以及您的证据如何能证明这一点。例如：

> Jenny Rosen purchased [product] from our company on [date] using a Visa credit card. We shipped the product on [date] to the address provided by the customer, and it was delivered on [date], as shown in the tracking file provided, so the claim that the product wasn’t received isn’t true.

You can investigate the dispute while collecting evidence. For example, you can review Google Maps and Street View to see where your delivery took place, or check social media to help establish the customer as the legitimate cardholder.

Many businesses also include email correspondence or texts with their customer, but be aware that these exchanges don’t verify identity. If you include them, only include the relevant excerpts. For example, if you include a long email thread, redact any duplicated copy in the chain.

Keep your evidence factual, professional, and concise. Providing too little evidence is a problem, but overwhelming the card issuer with unnecessary content can obscure your argument.

## Limit evidence file length 

Card issuers manually review thousands of dispute responses daily and won’t comb through lengthy files to find the relevant argument for the network reason code.

For example, if the dispute network reason code indicates “Canceled Merchandise”, but the customer didn’t comply with your cancellation policy, don’t submit your entire Terms and Conditions agreement. Upload only the relevant cancellation policy section and use a callout or arrow to emphasize the details your customer violated.
![Comparison of good and bad evidence file examples](https://b.stripecdn.com/docs-statics-srv/assets/best-practice-file-length.7874dbd14cb83e4b4b17eed38e6a4221.png)

- **Do:**
  - Paste relevant excerpts from your terms into a single doc.
  - Outline or underline text specific to the dispute type.
- **Don’t:**
  - Upload your entire terms of service.
  - Provide links to your terms of service or other relevant content on separate drives or websites.

You can also decrease file size by:

- Reducing font size
- Single spacing documents
- Shrinking images within PDFs

The following information is essential for file types:

| Evidence type | Relevant data |
| --- | --- |
| Receipt | Date, currency, amount of disputed items |
| Shipping documentation | Delivery date and full shipping address |
| Cancellation policy or other Terms of service | Relevant subsections only |
| Customer communication | Customer name and relevant message |

## 包含客户授权的证明

欺诈性争议占了所有争议的一半以上。这类情况下，证明合法持卡人知道并授权了交易至关重要。可证明这一点的任何数据都可作为标准素材，让您的回应具有说服力，例如：

- AVS（地址验证系统）匹配
- CVC（银行卡验证码）确认
- 签署的收据或合同
- 与持卡人验证的账单地址相匹配的 IP 地址

除购买时的 IP 地址（如果您的 Stripe 集成可以提供的话）外，Stripe 始终会包含 AVS 或 CVC 结果。但如果您还有其他任何授权证据（例如 3DS 验证），则也包含它。

## 包含服务或交付证明

After fraudulent disputes, other high frequency dispute [reasons](https://docs.stripe.com/disputes/categories.md) include claims from cardholders that products or services:

- Weren’t delivered
- Were defective or unsatisfactory
- Weren’t as described

Provide proof of service or delivery to refute such claims.

对于商品购买，一定要提供包含完整收货地址的发货和送达证明，而不仅仅是城市和邮编验证。

如果客户提供的“收货地址”名称与其自己的地址不符（例如，购买礼品），请准备好提供一份文档，解释为何有差异。虽然客户在购买时指定的收货地址与银行卡验证的账单地址不符是常有的事儿，但这是一个额外的争议风险。

如果您的公司提供的是数字产品，请提供可以证明客户已下载了所购内容或使用了您的软件或服务的证明，例如 IP 地址或系统日志。

## 包括一份您的服务条款和退款政策

When it comes to disputes, fine print matters. For returns or refunds, it’s critical to provide proof that your customer agreed to and understood your terms of service at checkout, or didn’t follow your policies. Include a clean screenshot of how you present your terms of service during checkout, with the relevant policy clearly emphasized.

Don’t, however, include the text of your entire policy, because card issuers won’t read through it all to find the relevant copy.

## 合并相同证据类型的文件

You must specify an evidence type for each file you upload, and you can only submit one piece of evidence per type. For example, you can combine several items representing communication with your customer (email messages, text screenshots, phone transcripts, and so on) into a single file for the `Customer communication` evidence. This also decreases your overall file length.

## 格式化要上传的文档和图片

Include large, clear images for review. Whether you upload files through the Dashboard or the API, both have limitations on the acceptable file types and the combined file size.

- 仅接受 PDF、JPEG 或 PNG 文件类型
- 组合文件大小不能超过 4.5MB
- 总页数不得超过 50 页
- 可以用 [Smallpdf](https://smallpdf.com/) 等类似工具压缩文件

提交文档或图片类证据时，请遵从以下建议，确保它们清晰可辨：

- 使用 12 磅或更大的字号
- 确保文档为美国信纸或 A4 大小，纵向（仍可向文档中添加屏幕截图，注意横向使用）
- 使用粗体文本、标注或箭头来吸引对相关信息的注意
- 避免使用高亮颜色

上传截图时：

- 将屏幕截图进行裁剪，只留下切题的区域，并圈出任何关键要素（例如，收货确认单或签名）
- 用争议证据表单中的文本字段描述图片包含的内容及它如何可以支持您的回应

The card issuer won’t review a response containing any illegible text or data.

## 接受争议

You can accept a dispute, effectively agreeing that the cardholder’s reason for the dispute is valid. It isn’t considered an admission of wrongdoing and doesn’t affect your dispute fee, so it can be the best option unless you want to retrieve the disputed funds.

Take this action if you don’t intend to respond and submit evidence. Although accepting disputes doesn’t negatively affect your business any further, it’s not a viable alternative to an effective refund or returns policy. Dispute activity is calculated based on the disputes received, not won or lost, so dispute prevention is critical.

> 如果您接受争议，就会产生相应的争议费。

## 误解

For disputes that are the result of a misunderstanding, your customer can tell their card issuer that they [no longer dispute the transaction](https://docs.stripe.com/disputes/withdrawing.md). We recommend you still submit evidence to show that the payment was valid and to make sure the card issuer knows you’re not accepting the dispute.

如果您同意客户应该保留争议所涉及的资金，则接受争议，而非要求持卡人撤回争议然后走正常退款流程。记住，卡组织根本不管你赢了还是输了多少个争议，只看你收到了多少个争议——撤销的争议仍被算作是争议。

## 对已经部分退款的付款提出的争议

While uncommon, a customer can dispute a payment for the full amount even if they’ve already received a partial refund (for example, a refund of a smaller amount that has been agreed upon). We understand this is frustrating as it amounts to an over-refund of more than the original purchase. Always respond in such cases because card issuers are very willing to rectify this situation.

> Because merchants can’t contest Cartes Bancaires disputes, you can’t ask the issuer to consider an existing partial refund when the full amount of a Cartes Bancaires payment is disputed.

Even if you plan to accept the un-refunded portion of the dispute, it’s important to provide evidence of the partial refund in your response. Include the amount and date of the refund, and even a screenshot of the refund information from your Dashboard (this is known as a “credit issued” response).

In most cases, the card issuer cancels the original dispute and then creates a separate one for the corrected amount. On Stripe, we use the existing dispute to track the overall outcome. If the dispute is fully resolved in your favor, you receive the entire amount back. If it’s not, you only receive the partially refunded amount. In this case, the dispute’s `status` is set to `lost`.

## General evidence for dispute categories 

Every dispute reason has its own specific requirements, but some types of evidence are useful for all disputes.

> #### Evidence file size limits
> 
> Submit as much relevant evidence as possible while keeping the size and length of the final file within card issuer maximums:
> 
> - 4.5 MB for all networks
> - 19 pages for Mastercard. For recommendations, see [Limit evidence file length](https://docs.stripe.com/disputes/best-practices.md#limit-file-length).

### Discrediting evidence

Providing evidence of one of the following helps increase your likelihood of proving a dispute invalid and overturning the chargeback:

| Evidence | Dashboard Evidence Category | API Evidence Parameter |
| --- | --- | --- |
| Any documentation of the account owner [withdrawing the dispute](https://docs.stripe.com/disputes/withdrawing.md). | Customer communication | `customer_communication` |
| Proof that you already compensated the customer before they initiated the dispute (either within Stripe or using some other method). | Customer communication | `refund_refusal_explanation` |

### Background evidence

The following types of evidence are relevant for most dispute types. Include them in every dispute response when possible. In the API, all of these data points are attributes of the [dispute evidence](https://docs.stripe.com/api/disputes/evidence_object.md) object. In the Dashboard, many of them are fields of information separate from the **Supporting evidence** section of the response form.

When your integration supports it, Stripe automatically captures most of the data for background evidence and pre-populates both the API evidence object attributes and the form fields in the Dashboard. The more information your integration [collects and passes to Stripe](https://docs.stripe.com/disputes/prevention/best-practices.md#collect-information) when your customer makes a payment, the better your ability to prevent disputes and fraud from occurring, and effectively challenge them when they do.

| Evidence | Dashboard Evidence Category | API Evidence Parameter |
| --- | --- | --- |
| The billing address provided by the customer (if the [AVS](https://docs.stripe.com/disputes/prevention/verification.md#avs-check) check was successful). This field is automatically filled when possible. | Billing address | `billing_address` |
| The name of the customer. This field is automatically filled when possible. | Customer name | `customer_name` |
| The email address of the customer. This field is automatically filled when possible. | Email | `customer_email_address` |
| The IP address that the customer used when making the purchase. When possible, Stripe captures this data in the response and expands it to include geographical data. | Other | `customer_purchase_ip` |
| A relevant document or contract showing the customer’s signature. | Customer signature | `customer_signature` |
| Any communication with the customer that you feel is relevant to your case (for example, emails proving that they received the product or service, or demonstrating their use of or satisfaction with the product or service). If you have multiple items of this type, consolidate them into a single file. | Customer communication | `customer_communication` |
| Any receipt or message sent to the customer notifying them of the charge. This field is automatically filled with a Stripe generated email receipt if any such receipt was sent. | Receipt | `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 or service details Description | `product_description` |

## Compelling evidence for Visa disputes

The Visa network has a technical specification for the evidence required to overturn disputes with a reason of [fraudulent](https://docs.stripe.com/disputes/categories.md?dispute-category=fraudulent#dispute-category-types), which they call *Compelling Evidence*.

You must provide at least one item (more is always better) that satisfies Visa’s Compelling Evidence specification for fraud disputes. Examples of evidence that meet Visa’s specification are labeled as `Compelling Evidence` in the Dashboard and in the [fraudulent](https://docs.stripe.com/disputes/categories.md?dispute-category=fraudulent#dispute-category-types) dispute type documentation.

If you don’t submit Compelling Evidence, your likelihood of overturning a Visa fraud dispute is very low, and while Visa is the only card network that designates this specification, Stripe recommends you apply the practice to all disputes.

### Visa CE 3.0 

Visa Compelling Evidence 3.0 (CE 3.0) introduced new qualifying criteria that allows businesses to show prior non-fraudulent history with the cardholder to combat [friendly fraud](https://docs.stripe.com/disputes/prevention/fraud-types.md#friendly-fraud). Submitting qualifying evidence for Visa CE 3.0 eligible disputes significantly increases the likelihood of an issuer overturning friendly fraud disputes in favor of the business. Stripe supports this feature by:

- Flagging disputes that are eligible for Visa CE 3.0 by searching your history for prior qualifying transactions
- Notifying you in the dispute email and in the [Dispute details page](https://dashboard.stripe.com/test/disputes) that the dispute qualifies for a Visa CE 3.0 counter response.
- Automatically adding qualifying transactions to your dispute evidence.
- Identifying required elements in the evidence form with (Required for Visa CE 3.0) badge.
- Pre-populating required information from qualifying transactions, when available.
- Submitting evidence for Visa CE 3.0 through the [Stripe API](https://docs.stripe.com/disputes/api/visa-ce3.md).

If you get a dispute that qualifies for a Visa CE 3.0 counter response, we recommend that you [submit evidence](https://docs.stripe.com/disputes/responding.md#respond). Read more about Visa CE 3.0 in our [Support FAQ](https://support.stripe.com/questions/how-does-stripe-support-visa-compelling-evidence-3-0).

## See also

- [How disputes work](https://docs.stripe.com/disputes/how-disputes-work.md)
- [Responding to disputes](https://docs.stripe.com/disputes/responding.md)