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
Noncompliant
C028 Refinancing of an Existing Debit
C030 Delayed or Amended Charges
C031 Sold Paper
C034 Merchant Processed Credit without a Previous Debit
C035 Merchant Must Process a Reversal If Sale Processed In Error
C036 Electronic Commerce Transaction
C038 T&E Advance Deposit Service
C045 Dispute Reduction Service Returned
C048 Split Transaction
C050 Other, See Attached Documentation
C071 Prohibitions
C081 Limits of Fee Collection
C0135 Improperly Assessed Surcharge
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 that you continued to charge them after a subscription was canceled.
How to prevent it
Promptly cancel subscriptions upon request, making sure to pass the cancellation along to Stripe if you use our subscription functionality and provide your customer with a confirmation of the cancellation.
Make it clear on your signup page that your customers are agreeing to a recurring payment and include information about whether or not you plan to notify the customer before each payment.
Make sure cancellation procedures and policies are clearly communicated to your customers.
How to overturn it
Explain and demonstrate one or more of the following:
The subscription was still active and that the customer was aware of, and did not follow, your cancellation procedure.
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
Your subscription cancellation policy, as shown to the customer.
cancellation_policy
An explanation of how and when the customer was shown your cancellation policy prior to purchase.
cancellation_policy_disclosure
A justification for why the customer’s subscription was not canceled, or if it was canceled, why this particular payment is still valid.
cancellation_rebuttal
A notification sent to the customer of a renewal or continuation of the subscription, or an acknowledgement from the customer of their continued use of the product or service after the date they claim they canceled the subscription (if available).
customer_communication
Any argument invalidating the dispute reason, such as a PDF or screenshot showing:
If the product was consumed prior to the billing (in cases where billing occurs regularly, but consumption of whatever is being billed for happens prior to the billing)
If the product was partially used, whether the dispute amount exceeds the value of the unused portion
If customer is mistaken about what the actual cancellation date was (for example, in cases where the cancellation was set for a future date)
If the payment was actually an installment payment (some networks permit this dispute reason code only for genuinely recurring transactions, not installments of a single payment)
Whether you already issued the refund the cardholder is entitled to
Whether you already provided a replacement service
