Each card network defines hundreds of codes representing very specific reasons for dispute claims, many of which overlap across all networks. Stripe maps each network code into one of seven categories based on the general claim. This guide covers the most common dispute reasons for Visa, Mastercard, and American Express. We’ve organized these into seven categories and provide examples of evidence you can use to challenge each type of dispute.
The cardholder’s bank, not Stripe, decides the outcome of each dispute. For general guidance on what you need for each category, see Category defense guidelines. For more comprehensive network guidance, reference the official network’s documentation.
Note
The following tables include possible evidence to submit when countering a claim, but each dispute is different. We encourage you to review each situation individually to determine how to respond.
Credit not processed
The Credit Not Processed dispute category typically occurs when a cardholder claims they were entitled to a refund or credit, but it was never processed or received. To help guide you through sample evidence submission scenarios, see the following visual examples.
Reason code
Reason
Description
Evidence examples
13.6
Credit Not Processed
A cardholder claims they were due a refund or credit, but it wasn’t issued or processed correctly. This typically happens when a business agrees to a refund but doesn’t complete it, or when a return or cancellation is processed, but the credit doesn’t appear on the cardholder’s statement within a reasonable timeframe.
Proof of refund issuance: Provide refund transaction logs, timestamps, and confirmation numbers.
Bank or processor statements: Show when the refund was issued and that it matches with the disputed charge.
Customer communications: If the refund was promised or denied, include relevant messages or policy explanations.
Return and refund policies: Show the clear terms agreed to at purchase and how the customer did (or didn’t) meet them.
Delivery confirmation: If the dispute involves returned goods, provide tracking details showing whether the return was received and processed.
13.7
Canceled Merchandise or Services
A cardholder claims they cancelled a purchase (either for goods or services) but were still charged. This can happen when a subscription isn’t correctly canceled, a refund isn’t processed after a cancellation, or a customer misunderstands cancellation terms.
Cancellation policy: Provide a copy of your refund or cancellation terms and proof that the customer agreed to them at checkout or signup.
Cancellation request logs: If the customer didn’t submit a cancellation request, show that no record exists.
Usage logs (for services or subscriptions): If the customer continued to use the service after cancellation, provide access logs or usage timestamps.
Refund processing confirmation: If a refund was issued, provide transaction logs showing the refund amount and processing date.
Customer communications: The customer is obligated to proactively communicate the issue before filing a dispute. If the customer was informed about non-refundable terms or given an alternative resolution, include this.
Duplicate
The Duplicate dispute category refers to situations where a cardholder claims they were charged multiple times for a single transaction. To help guide you through sample evidence submission scenarios, see the following visual examples.
Reason code
Reason
Description
Evidence examples
12.6.1
Duplicate Processing
The cardholder claims that a single transaction was processed more than once using the same payment credential on the same transaction date, and for the same transaction amount.
System log
Transaction confirmation
Customer communications
Terms from site
CVV and AVS checks
12.6.2
Paid by Other Means
A cardholder claims they were charged for a transaction they had already paid for using a different payment method. For example: cash, check, another credit or debit card, store credit, or a third-party payment service like PayPal.
Payment logs: Show that no alternative payment was received or that the charge was valid.
Refund records (if applicable): If a duplicate charge occurred and was already refunded, provide proof.
Pre-authorization details: If the charge was a temporary hold that later cleared, include transaction timestamps.
Transaction receipts: Provide itemized receipts showing the final payment method used.
Split payment documentation: If the customer used multiple payment methods, show records of each payment.
Customer communications: The customer is obligated to proactively communicate the issue before filing a dispute. If the cardholder inquired about the charge before disputing, include support responses clarifying the transaction.
Compare timestamps of alleged duplicate transactions: If one was a hold and the other was a final charge, this can explain the confusion.
Show transaction matching records: If the customer claimed they paid by cash but the system only recorded a card payment, include this.
Fraudulent
The Fraudulent dispute category refers to situations where a cardholder claims they didn’t authorize or participate in a transaction. To help guide you through sample evidence submission scenarios, see the following visual examples.
Reason code
Reason
Description
Evidence examples
10.3
Other Fraud—Card-Present Environment
The cardholder claims they didn’t authorize a transaction that took place in a card-present environment (an in-person transaction where the card was physically used). This typically means the customer is alleging fraud, often due to stolen or counterfeit cards, unauthorized use, or skimming attacks.
EMV transaction data: If the transaction was completed using a chip and PIN, provide details showing the cardholder’s participation.
Signed receipt: If a signature was captured, provide it so that it can be compared to the cardholder’s signature on file.
Surveillance footage: If available, include timestamps or images showing the cardholder at the point of sale.
Merchant logs and POS data: Provide details of the transaction, including card type, method of entry, and authorization response.
Customer communications: The customer is obligated to proactively communicate the issue before filing a dispute. If the customer contacted you about the transaction before disputing, include any relevant interactions.
10.4
Other Fraud—Card Absent Environment
The cardholder claims they didn’t authorize a transaction that took place in a card-not-present (CNP) environment, such as online, over the phone, or through a mobile app. These disputes typically occur due to stolen card information, account takeovers, or unauthorized recurring charges.
AVS and CVV matching: If the billing address and CVV matched, show these results to support the legitimacy of the transaction.
Device and IP address data: Show that the transaction was completed using a known device or from a location consistent with previous customer activity.
Order and transaction history: If the cardholder has successfully completed past purchases, include the pattern of legitimate transactions.
Customer communications: The customer is obligated to proactively communicate the issue before filing a dispute. If the cardholder contacted support about the purchase before disputing, provide chat or email logs.
Terms and conditions agreement: For subscriptions or digital goods, show proof that the customer agreed to the purchase terms.
General
The General dispute category typically serves as a catch-all for disputes that don’t fit neatly into other more specific categories. To help guide you through sample evidence submission scenarios, see the following visual examples.
Reason code
Reason
Description
Evidence examples
12.2
Incorrect Transaction Code
You processed a debit when you were supposed to process a credit (vice versa), or a credit was processed when you were supposed to process a reversal to correct a transaction that was processed in error.
Transaction logs: Provide detailed transaction logs showing the original intent of the transaction (debit or credit) and how it was actually processed.
Merchant records: Show internal records or communications that indicate the intended transaction type.
Correction attempt evidence: If you’ve already tried to correct the error, provide documentation of the reversal or correction attempt.
System error reports: If the incorrect processing was due to a system error, include any relevant error logs or reports.
Customer communications: Provide any correspondence with the customer acknowledging the error and steps taken to resolve it.
12.5
Incorrect Amount
A cardholder contends that the transaction amount on their statement is incorrect. This can occur when the charge appears higher (or lower) than what was agreed upon or expected, due to pricing errors, tax miscalculations, currency conversion issues, or other processing mistakes.
Order confirmations and receipts: Provide itemized receipts that detail the base price, taxes, fees, and any discounts applied.
Point-of-sale (POS) data: Present logs and system records showing the pricing presented to the customer during the transaction.
Customer communications: The customer is obligated to proactively communicate the issue before filing a dispute. Include any pre-purchase communications (emails, website screenshots, or chat logs) that outline the correct amount.
System logs: If applicable, show that your payment processing system recorded and transmitted the correct amount.
Product not received
The Product Not Received dispute category refers to situations where a cardholder claims they did not receive the purchased goods or services. To help guide you through sample evidence submission scenarios, see the following visual examples.
Reason code
Reason
Description
Evidence examples
13.1
Merchandise or Services Not Received
The cardholder claims that merchandise or services that they ordered weren’t received by the expected date (or merchandise was unavailable for pick-up).
Proof of shipment and delivery: Provide tracking details, carrier confirmation, or signed delivery receipts.
Proof of digital access: For digital goods, include login records, download logs, or timestamps of product usage.
Proof of service completion: Provide appointment records, work logs, or check-in confirmations.
Customer communications: The customer is obligated to proactively communicate the issue before filing a dispute. Include any customer interactions confirming receipt, troubleshooting requests, or delivery inquiries.
Terms and policies: Show refund, fulfillment, and delivery policies, including agreement at checkout.
Product unacceptable
The Product Unacceptable dispute category refers to situations where a cardholder claims the received product or service doesn’t match what was described or expected. To help guide you through sample evidence submission scenarios, see the following visual examples.
Reason code
Reason
Description
Evidence examples
13.3
Not as Described or Defective Merchandise or Services
A cardholder claims that the goods or services they received were materially different from what was advertised, were damaged or defective, or otherwise didn’t meet their reasonable expectations based on the merchant’s description.
Marketing materials and listings: Provide screenshots or archived versions of how you presented the item or service at the time of purchase.
Order and fulfillment records: Show timestamps for purchase, delivery, and any acceptance confirmations.
Usage logs (if applicable): For digital products, provide logs showing customer login, downloads, or usage post-purchase.
Customer communications: If the customer reached out about dissatisfaction, show responses offering troubleshooting or solutions.
Return policies and terms: Display return or refund terms and the customer’s agreement to them
Technical support logs (if relevant): If the item or service was allegedly defective, provide evidence of troubleshooting attempts or the customer’s lack of engagement in resolution steps.
13.4
Counterfeit Merchandise
A cardholder claims that the merchandise or services delivered were misrepresented. Meaning, the product or service didn’t match the description, features, or quality that was promised by the merchant. This covers cases where the advertised attributes differ significantly from the actual offering.
Marketing materials and listings: Provide screenshots or archived versions showing the authentic product details as advertised.
Supplier and certification records: Include invoices, certificates of authenticity, or official distributor agreements.
Order and fulfillment records: Show timestamps for purchase, shipping, and delivery confirmations.
Customer communications: The customer is obligated to proactively communicate the issue before filing a dispute. If the customer raised concerns before disputing, provide responses that clarified authenticity.
Return policies and terms: Display terms that were agreed upon regarding product authenticity and returns.
13.5
Misrepresentation
A cardholder claims that the merchandise or services delivered were misrepresented. Meaning, the product or service didn’t match the description, features, or quality that was promised by the merchant. This covers cases where the advertised attributes differ significantly from the actual offering.
Marketing materials and listings: Provide screenshots or archived versions of how you presented the item or service at the time of purchase.
Order and fulfillment records: Show timestamps for purchase, delivery, and any acceptance confirmations.
Usage logs (if applicable): For digital products, provide logs showing customer login, downloads, or usage after purchase.
Customer communications: The customer is obligated to proactively communicate the issue before filing a dispute. Include any interactions where customers raised concerns and you offered troubleshooting or clarifications.
Return policies and terms: Display return or refund terms and show that the customer agreed to them.
Technical support logs (if relevant): If the item or service was alleged to be defective, provide evidence of troubleshooting attempts or the customer’s lack of engagement in resolution step.
Subscription canceled
The Subscription Canceled dispute category refers to situations where a cardholder claims they were charged for a recurring service or subscription after cancellation. To help guide you through sample evidence submission scenarios, see the following visual examples.
Reason code
Reason
Description
Evidence examples
13.2
Canceled Recurring
A cardholder claims they were charged for a recurring transaction after canceling their subscription or payment agreement. This often happens when the cancellation request wasn’t processed correctly, the customer misunderstood the cancellation policy, or the charge was part of a billing cycle they overlooked.
Cancellation policy: Show proof that the customer agreed to the subscription terms, including any cancellation deadlines.
Cancellation request records: If the customer never submitted a cancellation request or canceled after the charge was processed, provide system logs showing the exact date and time.
Usage logs (for digital services): If the customer accessed the service post-cancellation, include timestamps and IP logs.
Shipping and fulfillment records (for physical goods): If a recurring order was already shipped before cancellation, provide tracking information.
Customer communications: The customer is obligated to proactively communicate the issue before filing a dispute. If the customer was informed of their billing cycle or non-refundable terms, include chat logs or email confirmations.
Refund records (if applicable): If a refund was issued before the dispute, show proof of the transaction.
