Free Stripe dispute evidence map for software

What goes in each box of the Stripe evidence form

Pick the reason shown on your dispute and how you bill. See which Stripe evidence fields apply to a software business, where to find the data, and what to leave out.

No login. There is nothing to type or upload.

Reason shown on your dispute

Shown on the dispute in your Stripe Dashboard. It matches the reason field in the API.

How do you bill?

This only changes the tips under each field.

Showing the evidence map for Subscription canceled, Monthly subscription.

Subscription canceled

The customer says you kept charging them after they canceled a subscription.

What Stripe says your response should show

The subscription was still active, and the customer knew about your cancellation procedure and did not follow it.
You already refunded what the customer was entitled to.
The customer withdrew the dispute.

Stripe groups these Visa codes under this reason: 13.2 Canceled Recurring. Visa 13.2 reference

Visa 13.2 Canceled Recurring Transaction: what the rulebook says

The issuer’s dispute amount is limited to the unused portion of the service.
The dispute is invalid when the cardholder’s cancellation came after the date of the transaction.
A response can rest on facts such as: the cardholder asked to cancel for a different date and was provided service until then; you bill after service and the cardholder received service until the cancellation date; or the cardholder used the service after withdrawing permission to be billed and before the dispute was processed.
A response can also show that a credit or reversal you issued was not addressed by the issuer, or that the cardholder no longer disputes the transaction.

Visa ID# 0030320, 0030321 and 0030324, Visa Core Rules and Visa Product and Service Rules, 24 October 2026. Visa rules (PDF)

The “Stripe says” lines paraphrase Stripe’s documentation. The “Where to look”, “Attach” and “Leave out” lines are Verdact’s plain-language guidance for a software business, not Stripe statements.

Stripe lists these for this reason 6

cancellation_policyFileStripe lists this for the reason
Stripe says
Your subscription cancellation policy, as shown to the customer.
Where to look
The cancellation section of your terms or pricing page, as it appeared at checkout. Capture it with a visible date.
Attach
Only the cancellation section, with the key sentence marked, as one file.
Leave out
The whole terms of service, or a link to it.
For your billing type
Show what customers are told about canceling before the next renewal.
Source: The Dispute object: evidence fields (Stripe API reference), Dispute reason code categories and evidence guidelines (Stripe), Dispute evidence best practices (Stripe)
cancellation_policy_disclosureTextStripe lists this for the reason
Stripe says
An explanation of how and when the customer was shown your policy before purchase. Stripe’s API text describes this field in terms of the refund policy, while its category guide uses it for the cancellation policy.
Where to look
Your signup and checkout flow: which page and step showed the policy, and any checkbox or agreement screen.
Attach
Two or three plain sentences: where the policy appeared, in what step, and on what date range it was live.
Leave out
Claims you cannot show, such as a checkbox that did not exist at that time.
Source: The Dispute object: evidence fields (Stripe API reference), Dispute reason code categories and evidence guidelines (Stripe)
cancellation_rebuttalTextStripe lists this for the reason
Stripe says
A justification for why the customer’s subscription was not canceled, or if it was canceled, why this payment is still valid.
Where to look
Your billing system: the subscription status history, the cancel request (if any) and its effective date.
Attach
A short factual timeline: sign-up date, cancel request date or none, charge date, and use of the product after the claimed cancel date.
Leave out
Opinions about the customer, or anything you cannot back with a record.
For your billing type
Timeline: sign-up, cancel request (or none), renewal date, charge date, use after the claimed cancel date.
Source: The Dispute object: evidence fields (Stripe API reference), Dispute reason code categories and evidence guidelines (Stripe)
customer_communicationFileStripe lists this for the reason
Stripe says
Communication with the customer relevant to your case, such as emails showing they received or used the product, or their satisfaction with it.
Where to look
Your support inbox, in-app chat, and replies to Stripe receipts or renewal notices.
Attach
The relevant messages only, in date order, combined into one PDF. If the customer never contacted you before the dispute, say so in a text field.
Leave out
Whole email threads with repeated quoted text, or anything that shows a different customer.
For your billing type
Renewal notices and any reply from the customer after the claimed cancel date are the most relevant.
Source: The Dispute object: evidence fields (Stripe API reference), Dispute reason code categories and evidence guidelines (Stripe), Dispute evidence best practices (Stripe)
uncategorized_fileFileStripe lists this for the reason
Stripe says
Any additional evidence or statements, as a file.
Where to look
Anything that does not fit a named field, such as screenshots of the signup flow.
Attach
One combined PDF, JPEG or PNG with a one-line caption per page.
Leave out
Audio, video, links to click, or requests to call or email you. Banks do not review outside content.
Source: The Dispute object: evidence fields (Stripe API reference), Respond to disputes (Stripe), Dispute evidence best practices (Stripe)
uncategorized_textTextStripe lists this for the reason
Stripe says
Any additional evidence or statements.
Where to look
Your own summary of the account timeline.
Attach
A short, factual statement: what was bought, when, how it was used, what you already refunded, and whether the customer contacted you first.
Leave out
Long arguments or repeated policy text. Stripe advises keeping evidence concise and relevant.
Source: The Dispute object: evidence fields (Stripe API reference), Dispute evidence best practices (Stripe), Dispute reason code categories and evidence guidelines (Stripe)

Stripe says to include these when you have them 7

customer_nameTextStripe says include when you have it
Stripe says
The name of the customer.
Where to look
The Stripe customer record, or the name on the account in your own user table.
Attach
The name exactly as it appears on the account and on the Stripe customer.
Leave out
Guesses or a name taken from a different account.
Source: The Dispute object: evidence fields (Stripe API reference), Dispute evidence best practices (Stripe)
customer_email_addressTextStripe says include when you have it
Stripe says
The email address of the customer.
Where to look
The Stripe customer record and the login email in your user table.
Attach
The email used to sign up and to receive the receipt.
Leave out
A support alias or a different address than the one on the account.
Source: The Dispute object: evidence fields (Stripe API reference), Dispute evidence best practices (Stripe)
billing_addressTextStripe says include when you have it
Stripe says
The billing address provided by the customer.
Where to look
The Stripe payment method or charge. Stripe fills this in when it can, for example after its address check passes.
Attach
The billing address as Stripe recorded it.
Leave out
A different address than the one on the charge.
Source: The Dispute object: evidence fields (Stripe API reference), Dispute evidence best practices (Stripe)
customer_purchase_ipTextStripe says include when you have it
Stripe says
The IP address the customer used when making the purchase.
Where to look
Stripe often captures it. Otherwise your signup or checkout request logs for the charge timestamp.
Attach
The IP address from the purchase request, as plain text.
Leave out
An IP from a later login. This field is for the purchase itself.
Source: The Dispute object: evidence fields (Stripe API reference), Dispute evidence best practices (Stripe)
customer_signatureFileStripe says include when you have it
Stripe says
A relevant document or contract showing the customer’s signature.
Where to look
A signed order form or contract, if you sell with one. Self-serve software often has none, and that is fine.
Attach
The signed page or pages, in one file.
Leave out
Unsigned drafts, or a screenshot of a checkbox. Put checkbox proof under another field.
Source: The Dispute object: evidence fields (Stripe API reference), Dispute evidence best practices (Stripe)
receiptFileStripe says include when you have it
Stripe says
Any receipt or message sent to the customer notifying them of the charge.
Where to look
The Stripe email receipt or invoice PDF. Stripe fills this in when a receipt was sent.
Attach
The receipt or invoice showing date, amount and currency.
Leave out
A receipt for a different charge.
Source: The Dispute object: evidence fields (Stripe API reference), Dispute evidence best practices (Stripe)
product_descriptionTextStripe says include when you have it
Stripe says
A description of the product or service that was sold.
Where to look
Your pricing page or plan description as it read at purchase, plus the plan name on the invoice.
Attach
What was sold, at what plan level, and how it was presented before purchase.
Leave out
Marketing language that goes beyond what the plan included.
For your billing type
Name the plan and what it included at the time, as written on the pricing page.
Source: The Dispute object: evidence fields (Stripe API reference), Dispute reason code categories and evidence guidelines (Stripe), Dispute evidence best practices (Stripe)

Also available on the form 6

access_activity_logTextAlso available
Stripe says
Server or activity logs showing the customer accessed or downloaded the purchased digital product, including IP addresses, timestamps and recorded activity.
Where to look
Your app database or auth provider: login, session and feature-event tables, filtered to this one account.
Attach
Rows for this account only, with timestamp, IP address and action, around the charge date and after any claimed cancellation date.
Leave out
Other customers’ data, a raw database export, or a link to an internal dashboard. Banks do not follow links.
For your billing type
Show logins and feature use inside the billing month in dispute, and any use after the date the customer says they canceled.
Source: The Dispute object: evidence fields (Stripe API reference), Dispute reason code categories and evidence guidelines (Stripe), Dispute evidence best practices (Stripe)
service_dateTextAlso available
Stripe says
The date the customer received or began receiving the purchased service, in a clear human-readable format.
Where to look
The date the account was provisioned or first used, from your user table or billing system.
Attach
One date, written out, such as 3 March 2026.
Leave out
A date range, or a charge date when it differs from the date service began.
For your billing type
Use the start of the billing period in dispute. You can mention the original sign-up date in the text fields.
Source: The Dispute object: evidence fields (Stripe API reference)
service_documentationFileAlso available
Stripe says
Documentation showing proof that a service was provided to the customer, such as a signed contract, work order or other written agreement.
Where to look
An order form, onboarding record or provisioning log showing the service was set up for this customer.
Attach
The one document that shows the service was set up, as a single file.
Leave out
Your whole terms of service or a stack of unrelated files. One file per type, relevant pages only.
Source: The Dispute object: evidence fields (Stripe API reference), Respond to disputes (Stripe), Dispute evidence best practices (Stripe)
refund_policyFileAlso available
Stripe says
Your refund policy, as shown to the customer.
Where to look
The refund section of your terms, pricing page or receipt, as it appeared at purchase. Capture it with a visible date.
Attach
Only the refund section, with the key sentence marked, as one file.
Leave out
The whole terms of service, or a link to it.
Source: The Dispute object: evidence fields (Stripe API reference), Dispute reason code categories and evidence guidelines (Stripe), Dispute evidence best practices (Stripe)
refund_policy_disclosureTextAlso available
Stripe says
Documentation or an explanation showing the customer was shown your refund policy before purchase.
Where to look
Your checkout flow: the page or step where the refund policy is shown, and the date it went live.
Attach
Two or three plain sentences on where and when the customer saw it.
Leave out
Saying it was shown if you cannot show where.
Source: The Dispute object: evidence fields (Stripe API reference), Dispute reason code categories and evidence guidelines (Stripe)
refund_refusal_explanationTextAlso available
Stripe says
A justification for why the customer is not entitled to a refund.
Where to look
Your refund policy and the account history: what was used, when, and any refund already paid.
Attach
The specific policy sentence that applies, the facts under it, and any refund or credit you already issued.
Leave out
Arguments the policy does not support.
Source: The Dispute object: evidence fields (Stripe API reference), Dispute reason code categories and evidence guidelines (Stripe)

Physical goods, or duplicate charges only 8

duplicate_charge_idTextPhysical goods or duplicate only
Stripe says
The Stripe ID of the prior charge that appears to be a duplicate of the disputed one.
Where to look
The Payments list in the Stripe Dashboard, filtered to this customer.
Attach
The Stripe ID of the earlier charge, exactly as the Dashboard shows it.
Leave out
Inventing an ID. If no duplicate exists, leave this field empty.
Source: The Dispute object: evidence fields (Stripe API reference), Dispute reason code categories and evidence guidelines (Stripe)
duplicate_charge_explanationTextPhysical goods or duplicate only
Stripe says
An explanation of the difference between the disputed charge and the prior charge that appears to be a duplicate.
Where to look
The two invoices or subscription periods, side by side.
Attach
What each payment was for: plan, billing period, seat or add-on.
Leave out
Vague wording such as “both are valid”. Name what differs.
Source: The Dispute object: evidence fields (Stripe API reference), Dispute reason code categories and evidence guidelines (Stripe)
duplicate_charge_documentationFilePhysical goods or duplicate only
Stripe says
Documentation for the prior charge that uniquely identifies it, paired with a similar document for the disputed payment.
Where to look
The invoice or receipt for each of the two charges.
Attach
Both documents in one file, each clearly showing it is a separate purchase.
Leave out
Two identical-looking receipts with no line items.
Source: The Dispute object: evidence fields (Stripe API reference), Dispute reason code categories and evidence guidelines (Stripe)
shipping_addressTextPhysical goods or duplicate only
Stripe says
The address to which a physical product was shipped.
Where to look
Physical goods only.
Attach
Nothing for software.
Leave out
Filling this for a digital product.
Source: The Dispute object: evidence fields (Stripe API reference)
shipping_carrierTextPhysical goods or duplicate only
Stripe says
The delivery service that shipped a physical product.
Where to look
Physical goods only.
Attach
Nothing for software.
Leave out
Filling this for a digital product.
Source: The Dispute object: evidence fields (Stripe API reference)
shipping_dateTextPhysical goods or duplicate only
Stripe says
The date a physical product began its route to the shipping address.
Where to look
Physical goods only.
Attach
Nothing for software.
Leave out
Filling this for a digital product.
Source: The Dispute object: evidence fields (Stripe API reference)
shipping_documentationFilePhysical goods or duplicate only
Stripe says
Documentation showing a product was shipped to the address the customer gave.
Where to look
Physical goods only.
Attach
Nothing for software.
Leave out
Filling this for a digital product.
Source: The Dispute object: evidence fields (Stripe API reference)
shipping_tracking_numberTextPhysical goods or duplicate only
Stripe says
The tracking number for a physical product, from the delivery service.
Where to look
Physical goods only.
Attach
Nothing for software.
Leave out
Filling this for a digital product.
Source: The Dispute object: evidence fields (Stripe API reference)

Ideas for uncategorized_text or uncategorized_file

Stripe suggests these arguments for digital products under this reason. Use only the ones your records support.

What controls customers have to manage automated spending and prevent unintended billing.
Whether the service was used before the billing happened, when you bill after use.
Whether the amount in dispute is more than the unused part of the service, if it was partly used.
Whether the customer is mistaken about the cancellation date, for example a cancellation set for a future date.
Whether the payment was an installment payment rather than a true recurring one.
Whether you already refunded, or already provided a replacement service.

Source: Dispute reason code categories and evidence guidelines (Stripe), Visa Core Rules and Visa Product and Service Rules, public edition (Visa)

Before you submit

These are Stripe’s published rules for the evidence form. Read the exact response date on the dispute in your Dashboard.

You get one response. After you submit, you cannot edit it or add files. Source
One file per evidence type. Combine several pages into one file. Source
The combined evidence is limited to 4.5 MB and fewer than 50 pages. Files must be PDF, JPEG or PNG. Source
Page limits vary by network, and Stripe returns an error if you exceed them. Mastercard evidence is limited to 19 pages combined. Source
Leave out audio, video, links to click, and requests to call or email you. Banks do not review outside content. Source
Stripe says the response window is usually 7 to 21 days, depending on the card network. Use the date in your Dashboard. Source

This map does not guarantee a win.

Sources: Stripe documentation and the Visa Core Rules public edition of 24 October 2026, read 5 November 2026. Stripe and the card networks can change these without notice, so check the links before you rely on them. As of 5 November 2026.

Common questions

Which Stripe evidence fields apply to a software subscription?

It depends on the reason Stripe shows on the dispute. For a canceled-subscription dispute, Stripe lists the cancellation policy, how it was shown to the customer, your explanation of why the subscription was not canceled, and customer communication. For a not-received, unrecognized or fraud dispute, it lists purchase IP, customer name and email, and an access or activity log. Pick your reason above for the full list.

Can I add evidence after I submit my response to Stripe?

No. Stripe says you have one opportunity to respond, and you cannot edit the response or submit more files afterward.

How many files can I attach for each evidence type?

One file per evidence type. If you have several pages for one type, such as several emails, combine them into a single file.

What should I leave out of the evidence files?

Stripe says banks do not review external content, so leave out audio, video, links to click, and requests to call or email you. Stripe also advises sending only the relevant part of your terms, not the whole document.

Does this map tell me whether to respond to a dispute?

No. It only shows which Stripe evidence fields apply and where software businesses usually find the data. Whether to respond is your decision.

Have disputes from the last 90 days?

Bring them to the audit and see where each one stands. It is free during the beta, and nothing is filed without your approval.

See your free audit Read the reason code reference Check your dispute rate