Each card network defines hundreds of codes representing very specific reasons for dispute claims, many of which overlap across all the networks that Stripe does business with. Stripe maps each network code into one of eight categories, based on the general claim and the evidence you need to submit to effectively challenge that type of claim.
Reason code categories
The following tables show the Stripe categories for each card network’s dispute reason codes. A network’s reason code is available on the dispute object. For a deeper look at dispute reason codes for Visa, Mastercard, and Amex, see Dispute reason codes.
Credit not processed
13.6 Credit not processed
13.7 Cancelled Merchandise/Services
Duplicate
12.6.1 Duplicate processing
12.6.2 Paid by other means
Fraudulent
33 Fraud analysis request
10.1 EMV Liability Shift Counterfeit Fraud
10.2 EMV Liability Shift Non-Counterfeit Fraud
10.3 Other Fraud - Card Present Environment
10.4 Other Fraud - Card Absent Environment
10.5 Visa Fraud Monitoring Program
General
28 Request for copy bearing signature
30 Cardholder request due to dispute
34 Legal process request
11.1 Card Recovery Bulletin
11.2 Declined Authorization
11.3 No Authorization
12.1 Late Presentment
12.2 Incorrect Transaction Code
12.3 Incorrect Currency
12.4 Incorrect Account Number
12.5 Incorrect Amount
12.7 Invalid Data
13.8 Original Credit Transaction Not Accepted
Product not received
13.1 Merchandise/Services Not Received
13.9 Non-Receipt of Cash or Load Transaction Value
Product unacceptable
13.3 Not as Described or Defective Merchandise/Services
13.4 Counterfeit Merchandise
13.5 Misrepresentation
Subscription canceled
13.2 Cancelled Recurring
Unrecognized
None
Category defense guidelines
Use the selector to choose the category that matches the reason given for your dispute to see guidelines for responding.
The customer claims they were charged multiple times for the same product or service.
How to prevent it
If a customer’s card is accidentally charged more than once for a single payment, correct the duplicates immediately and get in touch with the customer to let them know you’ve handled the issue.
Send detailed receipts that explain every payment and make it easy to distinguish the unique reason for each.
If you built your own Stripe integration, ensure it can handle errors without double-charging.
Honor your written policies promptly when a customer requests and is entitled to a refund for a duplicate payment.
How to overturn it
Explain and demonstrate one or more of the following:
Each payment was for a separate product or service
Choose the product type of the disputed transaction to see relevant evidence suggestions.
Physical products are tangible goods that were either purchased in a store or shipped to the recipient, so evidence often proves the customer is in possession of the item.
Digital products or services are often virtual in nature and don’t have trackable shipping data, so focus on evidence of usage, login, or download.
Offline services include purchases that are made in advance, such as event tickets and reservations, where evidence of a cancellation policy can be material.
For this type of recommended evidence
Designate this Dashboard label or API parameter
The charge ID for the previous payment that appears to be a duplicate of the disputed one. If no duplicate charge exists, you can’t provide a duplicate charge ID when prompted to supply evidence in the Dashboard. In such cases, you can select All Fields from the gear menu and provide alternate evidence that is applicable to the dispute in question.
duplicate_charge_id
An explanation of the difference between the disputed payment and the one the customer believes it’s a duplicate of.
duplicate_charge_explanation
Documentation for the prior payment that can uniquely identify it, such as a separate receipt. This document should be paired with a similar document from the disputed payment that proves the two are separate. This should also include a separate shipping label or receipt for the other payment. If multiple products were shipped together, provide a packing list that shows each purchase.
duplicate_charge_documentation
A shipping label or receipt for the product the disputed payment is for.
shipping_documentation
Whether or not the customer attempted to resolve the issue with you prior to filing a dispute. If they didn’t reach out to you before the dispute, state that clearly.
If you did communicate with them prior to the dispute, or if later conversations shed light on the facts of the case, submit this with your evidence. This could look like:
A screenshot of a text conversation
A PDF of an email exchange
A PDF of your written account of a phone conversation, including dates of contact
customer_communication
Any argument invalidating the dispute reason, such as a PDF or screenshot showing:
Any and all information documenting that each payment was made separately, such as copies of receipts. If the receipts don’t include the items purchased, be sure to include an itemized list. Each receipt should clearly indicate that the payments are for separate purchases of items or services.
Whether you already issued the refund the cardholder is entitled to
