# Dispute sample evidence packets Use these visual examples to help you through a dispute. You can manage disputes using the [Dashboard](https://docs.stripe.com/disputes/responding.md) or the [API](https://docs.stripe.com/disputes/api.md). Learn how to navigate common network dispute categories by referring to the following sample evidence packets. To learn about the reason codes within these categories, see [Dispute reason codes](https://docs.stripe.com/disputes/reason-codes-defense-requirements.md). > The images throughout this guide are for illustrative purposes only. ## Credit not processed The following visual evidence captures when a *Credit Not Processed* dispute is denied or approved. To effectively show proof or denial of a dispute in this category, adhere to this non-exhaustive list of best practices. #### Approved To provide official proof that you refunded a transaction, begin by showing the original transaction. ![Credit not processed approval example (1)](https://b.stripecdn.com/docs-statics-srv/assets/credit-not-processed-approved-1.9ce355b4ab27960656f8e3fe48ef923b.png) With this, include refund details, the payment processor log, and merchant account statement. ![Credit not processed approval example (3)](https://b.stripecdn.com/docs-statics-srv/assets/credit-not-processed-approved-3.d492d1c4f7f0adb79a8a6d461c63bd08.png) #### Denied To effectively deny a refund, begin by showing your reason for denial. ![Credit not processed denial example (1)](https://b.stripecdn.com/docs-statics-srv/assets/credit-not-processed-denied-1.d03c3c5d4719e35b85584ac31f5cc38c.png) Attach your communication history, showing that you informed the customer of the policy before the chargeback. ![Credit not processed denial example (2)](https://b.stripecdn.com/docs-statics-srv/assets/credit-not-processed-denied-2.9f1a0e3e275e5ddad27cf5831195c666.png) Add your contact information, and emphasize that you presented your terms of sale at checkout. ![Credit not processed denial example (3)](https://b.stripecdn.com/docs-statics-srv/assets/credit-not-processed-denied-3.1a413eb0bc3627fd61d47490c3cbcd66.png) ## Duplicate The following visual evidence captures when a *Duplicate* dispute is denied or approved. To effectively show that a transaction was a duplicate or intentional, adhere to this non-exhaustive list of best practices. #### Approved To show proof that you refunded one of the transactions, begin by capturing your investigation summary. ![One duplicate refunded (1)](https://b.stripecdn.com/docs-statics-srv/assets/duplicate-approved-1.0a94329ec8b99d3cbe95468f6771ae8b.png) Show the valid and refunded transactions. ![One duplicate refunded (1)](https://b.stripecdn.com/docs-statics-srv/assets/duplicate-approved-2.ceab68206bc52110b194e4dee5a4bf51.png) Include the refund details and the payment processor log. ![One duplicate refunded (1)](https://b.stripecdn.com/docs-statics-srv/assets/duplicate-approved-3.6dfab0a2242acf4874e8de577091663b.png) Attach a bank statement record that shows that you successfully refunded one of the transactions. ![One duplicate refunded (1)](https://b.stripecdn.com/docs-statics-srv/assets/duplicate-approved-4.99670450c1972bcd8174c9d28f0c6215.png) #### Denied To show proof that each transaction was a separate intentional purchase, begin by capturing your investigation summary. ![Not duplicate transactions (1)](https://b.stripecdn.com/docs-statics-srv/assets/duplicate-denied-1.baebfbcfef78656f9d3c87028b8adb9d.png) Carefully compare both transactions, highlighting any differences (for example, SES-785ab12c90d3 and SES-785ab12c91e4), which indicate separate purchase attempts. ![Not duplicate transactions (2)](https://b.stripecdn.com/docs-statics-srv/assets/duplicate-denied-2.c71b630124d627eb3dc73ae4b94d9aaf.png) Highlight the time gap between transactions, showing that this is inconsistent with an accidental duplicate charge by the system. ![Not duplicate transactions (3)](https://b.stripecdn.com/docs-statics-srv/assets/duplicate-denied-3.274e6d446b1f7b705149e7c454f0333a.png) Emphasize that the customer explicitly clicked **Complete Purchase** for both transactions, confirming intent to make two separate purchases. ![Not duplicate transactions (3)](https://b.stripecdn.com/docs-statics-srv/assets/duplicate-denied-4.d30a9ff9ecd966c48db7c3244ec07370.png) ## Fraudulent The following visual evidence shows you how to perform comprehensive fraud analysis, which includes transaction legitimacy and authorization verification. To effectively counter a dispute in this category, adhere to this non-exhaustive list of best practices. To show proof that a transaction wasn’t fraudulent, begin by summarizing your investigation. ![Fraudulent dispute example (5)](https://b.stripecdn.com/docs-statics-srv/assets/fraudulent-5.f7a150a9fcc95486fdd53fac681f6e9d.png) Reference location data, confirming the transaction originated from an IP address consistent with past orders and the billing address. ![Fraudulent dispute example (2)](https://b.stripecdn.com/docs-statics-srv/assets/fraudulent-2.285dbe7fabb46499dfa0785fabe036b4.png) If you have one, provide the fraud risk score that you assigned to the transaction, emphasizing that it was low risk. With this, include your customer’s verification details. ![Fraudulent dispute example (3)](https://b.stripecdn.com/docs-statics-srv/assets/fraudulent-3.0fe92246d07ec0a133dcec3b2064be87.png) Show that your customer performed or completed Address Verification System (AVS), CVV verification, and 3D Secure (3DS). ![Fraudulent dispute example (4)](https://b.stripecdn.com/docs-statics-srv/assets/fraudulent-4.de2f72591018824378b0f2f7511d0086.png) Summarize the conclusion from your investigation. ![Fraudulent dispute example (1)](https://b.stripecdn.com/docs-statics-srv/assets/fraudulent-1.53667e4530b55b16343e5e7a30dc03ba.png) ## General The following visual evidence shows transaction details, pricing transparency, and customer communications. #### Order confirmation and receipts Provide a summary of evidence. ![Dispute order confirmation and receipts (1)](https://b.stripecdn.com/docs-statics-srv/assets/general-order-confirmation-1.d403d919d0b447173d38610cdbdbe088.png) Provide a copy of the receipt email, showing the order details, total amount, payment method, and transaction ID. ![Dispute order confirmation and receipts (2)](https://b.stripecdn.com/docs-statics-srv/assets/general-order-confirmation-2.63d588e4fb0feb865a2ed1b9115690d6.png) Provide a record of the order confirmation screen shown to the customer immediately after completing the purchase. ![Dispute order confirmation and receipts (3)](https://b.stripecdn.com/docs-statics-srv/assets/general-order-confirmation-3.9a334d1b9a736ca9a30256703f9ba2f0.png) Include a transaction and dispute summary. ![Dispute order confirmation and receipts (5)](https://b.stripecdn.com/docs-statics-srv/assets/general-order-confirmation-5.134123bc3f73fdd2dfdab0885a671530.png) #### POS data and system logs Provide a summary of evidence. ![Dispute POS data and system logs (2)](https://b.stripecdn.com/docs-statics-srv/assets/general-pos-data-2.71fc687f50618ba9b5fecf523a309460.png) Provide a breakdown of how you displayed the pricing and taxes throughout the purchasing process. ![Dispute POS data and system logs (3)](https://b.stripecdn.com/docs-statics-srv/assets/general-pos-data-3.b30099f999650e3c6749ae79d2b33b13.png) Show that you clearly presented the total amount to the customer before proceeding to payment. ![Dispute POS data and system logs (4)](https://b.stripecdn.com/docs-statics-srv/assets/general-pos-data-4.fa871d476f2bfedf14da12fc37b6abcc.png) Include transaction details such as the transaction ID, date, and authorization code for verification. ![Dispute POS data and system logs (5)](https://b.stripecdn.com/docs-statics-srv/assets/general-pos-data-5.77c663a328d5b8da86e5d9682417dc50.png) #### Customer communications Provide a summary of evidence. ![Dispute customer communcations (2)](https://b.stripecdn.com/docs-statics-srv/assets/general-customer-comms-2.4db544173c1507cf26ef2e8a921b90f2.png) Show that the customer didn’t contact support regarding their billing concerns before filing the dispute. ![Dispute customer communcations (3)](https://b.stripecdn.com/docs-statics-srv/assets/general-customer-comms-3.bbc5f4d10b7752c51f21aa5231333081.png) Provide a record of the welcome email sent to the customer, confirming the purchase or subscription activation and total amount charged. ![Dispute customer communcations (4)](https://b.stripecdn.com/docs-statics-srv/assets/general-customer-comms-4.64c28066f46e67f9eee11d6898e55ad9.png) Add pre-purchase customer communications that show that you informed the customer about the total price. ![Dispute customer communcations (5)](https://b.stripecdn.com/docs-statics-srv/assets/general-customer-comms-5.1c3bfc58245851df7e73f67510f26394.png) ## Product not received The following visual evidence guides you through what you need to provide when responding to a *Product not received* reason code. To effectively counter a dispute in this category, adhere to this non-exhaustive list of best practices. #### Physical product Cite your terms of service, including sections that touch on delivery confirmation and disputes. ![Physical product not received (1)](https://b.stripecdn.com/docs-statics-srv/assets/product-not-received-physical-1.6a0529d990c305abb2281b17b701f17c.png) Reference email notifications that show that you or the carrier informed the recipient before, during, and after delivery. ![Physical product not received (2)](https://b.stripecdn.com/docs-statics-srv/assets/product-not-received-physical-2.dcef8d8853d8f9f738cf05d570ef3ba7.png) Include a photo of the delivery and your customer’s signature verification. ![Physical product not received (3)](https://b.stripecdn.com/docs-statics-srv/assets/product-not-received-physical-3.29ce6a09c0fe83fff39052e8771f6dc4.png) In the tracking history, mark up the delivery date, highlighting that the customer raised the dispute after the carrier delivered the product. ![Physical product not received (4)](https://b.stripecdn.com/docs-statics-srv/assets/product-not-received-physical-4.7c0f2279365d61975930bf9b3db37ad2.png) Include only relevant shipping information, such as the carrier, ship date, delivery date, tracking number, and status. ![Physical product not received (5)](https://b.stripecdn.com/docs-statics-srv/assets/product-not-received-physical-5.f67e998ecf38c9524509356cd63ced68.png) #### Digital product Cite your terms of service, including sections that touch on delivery confirmation and activation records. ![Digital product not received (1)](https://b.stripecdn.com/docs-statics-srv/assets/product-not-received-digital-1.4d5bdfb2ff92380ba9552f27edd9e8a3.png) Reference email notifications that show that you informed the recipient before, during, and after delivery. ![Digital product not received (2)](https://b.stripecdn.com/docs-statics-srv/assets/product-not-received-digital-2.db287662aaa58975671c7ab5b4dfe03b.png) Attach your customer’s account activity log that shows they downloaded, activated, and accessed the digital product. ![Digital product not received (3)](https://b.stripecdn.com/docs-statics-srv/assets/product-not-received-digital-3.9df9484c28f93f4767e7a7e3fc890308.png) Add usage information that includes the product’s activation date and login sessions. ![Digital product not received (4)](https://b.stripecdn.com/docs-statics-srv/assets/product-not-received-digital-4.0987cd5563f2ddd32c05295db2b94f13.png) #### Service Cite your terms of service, including sections that touch on service delivery and disputes. ![Service not received (1)](https://b.stripecdn.com/docs-statics-srv/assets/product-not-received-service-1.f9a40fb1dcb0a786584a803477004fa5.png) Add your communications with the customer that show the service’s scheduling date and completion date. ![Service not received (2)](https://b.stripecdn.com/docs-statics-srv/assets/product-not-received-service-2.c5d6e04c97acfdce616d212112a60076.png) Show a confirmation receipt that your customer completed the service. ![Service not received (3)](https://b.stripecdn.com/docs-statics-srv/assets/product-not-received-service-3.32ad011cf6cba4b6f26a2f6027376b52.png) Include a service session log that captures when you scheduled the session, any reminders sent, and notes you took throughout the session. ![Service not received (4)](https://b.stripecdn.com/docs-statics-srv/assets/product-not-received-service-4.71ae970146c7db283b216b13febf8c65.png) Attach information about the service delivery and fulfillment. ![Service not received (5)](https://b.stripecdn.com/docs-statics-srv/assets/product-not-received-service-5.5fc04b311c6e34b0c3d1499229902ae7.png) ## Product unacceptable The following visual evidence guides you through what you need to provide when responding to a *Product unacceptable* reason code. To effectively counter a dispute in this category, adhere to this non-exhaustive list of best practices. #### Quality and functionality Provide a summary of evidence. ![Quality and functionality unacceptable (1)](https://b.stripecdn.com/docs-statics-srv/assets/product-unacceptable-quality-1.80381bffb166bc221028fd336c245773.png) Include any evidence to demonstrate the product functioned as advertised. ![Quality and functionality unacceptable (2)](https://b.stripecdn.com/docs-statics-srv/assets/product-unacceptable-quality-2.f78b8de6f1a3ce7f6d7dc0fe4bedc3ff.png) Provide any documentation or results to show the product met specifications before shipment. ![Quality and functionality unacceptable (4)](https://b.stripecdn.com/docs-statics-srv/assets/product-unacceptable-quality-4.93f3f1ee328fd8e557c8988d43c8d114.png) Provide the original transaction details and dispute context. ![Quality and functionality unacceptable (5)](https://b.stripecdn.com/docs-statics-srv/assets/product-unacceptable-quality-5.2a2c167506f7eabe80cc3ea4b895f933.png) #### Marketing materials Provide a summary of evidence. ![Marketing materials (1)](https://b.stripecdn.com/docs-statics-srv/assets/product-unacceptable-marketing-1.07ea8b030bd4ae8f01cbc6ee726db840.png) Attach a feature verification summary that shows that all of the advertised features were fully functional, and that your customer used most of them. ![Marketing materials (2)](https://b.stripecdn.com/docs-statics-srv/assets/product-unacceptable-marketing-2.afb713414274dfa1e8930adfcd7c95bf.png) Add the entirety of your product listing at the time your customer purchased the product. ![Marketing materials (3)](https://b.stripecdn.com/docs-statics-srv/assets/product-unacceptable-marketing-3.247bc0205e333ca68ae5a07203ebb390.png) #### Support and resolution Provide a summary of evidence. ![Support and resolution (1)](https://b.stripecdn.com/docs-statics-srv/assets/product-unacceptable-support-1.10b99bab9c4b0f3e82fee98d0e36004d.png) Attach the terms and refund policy that your customer accepted when they purchased your product or service. ![Support and resolution (3)](https://b.stripecdn.com/docs-statics-srv/assets/product-unacceptable-support-3.64bac43d59714370334714f9188bb007.png) Provide support ticket logs showing the customer successfully used the product or didn’t report functionality issues. ![Support and resolution (4)](https://b.stripecdn.com/docs-statics-srv/assets/product-unacceptable-support-4.b231273227d6c6e95afb2430543feeb0.png) Add resolution notes that indicate that you resolved the issue to the customer’s satisfaction. ![Support and resolution (5)](https://b.stripecdn.com/docs-statics-srv/assets/product-unacceptable-support-5.76d6c7fa38fd8fd655a2bdae4c0436e0.png) ## Subscription canceled The following visual evidence shows subscription terms and policies, cancellation records, and continued usage after alleged cancellation. To effectively counter a dispute in this category, adhere to this non-exhaustive list of best practices. #### Terms and policies Include evidence that the customer received and agreed to your terms at the time of signup. ![Terms and policies (2)](https://b.stripecdn.com/docs-statics-srv/assets/subscription-canceled-terms-2.7ff9a74cefce1383803e2ee39b432b98.png) Provide the subscription terms the customer agreed to, including renewal, cancellation, and refund policies. ![Terms and policies (3)](https://b.stripecdn.com/docs-statics-srv/assets/subscription-canceled-terms-3.8de5c1ebf4146626b4fc12319b208e4e.png) Summarize the evidence that supports your case. ![Terms and policies (1)](https://b.stripecdn.com/docs-statics-srv/assets/subscription-canceled-terms-1.1637273f539fb836631bc7ceb7522f94.png) #### Cancellation records Highlight that you automatically send a confirmation email when a customer cancels their subscription. ![Cancellation records (2)](https://b.stripecdn.com/docs-statics-srv/assets/subscription-canceled-records-2.77f60db2db9d64e17fcb49c4054314a3.png) Outline the available cancellation methods, including self-service cancellation through customer account settings, and cancellation requests through customer support. ![Cancellation records (3)](https://b.stripecdn.com/docs-statics-srv/assets/subscription-canceled-records-3.37219159e9f80f2c82995fbb4fae4840.png) Highlight that the subscription has been active and billed regularly without cancellation attempts. ![Cancellation records (4)](https://b.stripecdn.com/docs-statics-srv/assets/subscription-canceled-records-4.32228a6cb3ce8e4e5de4dd62ea114c40.png) Summarize the evidence that supports your case. ![Terms and policies (1)](https://b.stripecdn.com/docs-statics-srv/assets/subscription-canceled-terms-1.1637273f539fb836631bc7ceb7522f94.png) #### Usage and communications Provide a record of the renewal reminder email sent to the customer before the billing date. ![Usage and communcation (2)](https://b.stripecdn.com/docs-statics-srv/assets/subscription-canceled-usage-2.cd3d9e08a9fcb8b55259de982415a229.png) Provide a record of subscription-related emails sent to the customer, including renewal reminders and payment receipts. ![Usage and communcation (4)](https://b.stripecdn.com/docs-statics-srv/assets/subscription-canceled-usage-4.5aa2c9bb8ad4b797a10f3f09e92bb7eb.png) Provide service usage logs that show your customer made no cancellation requests within the disputed period. ![Usage and communcation (5)](https://b.stripecdn.com/docs-statics-srv/assets/subscription-canceled-usage-5.bbfdaa012d8aa0be88a1fca405d2131e.png) Summarize the evidence that supports your case. ![Terms and policies (1)](https://b.stripecdn.com/docs-statics-srv/assets/subscription-canceled-terms-1.1637273f539fb836631bc7ceb7522f94.png)