Dispute Evidence

Dispute evidence is the package of documentation a merchant submits to challenge a chargeback and try to keep the money. When you fight a dispute, the issuing bank re-reviews the case, and your evidence is the argument that the charge was legitimate. The submission must land before the dispute's evidence_details.due_by deadline.

What counts as evidence

The right evidence depends on the dispute reason. Common items include:

• Proof of delivery or access — tracking numbers, delivery confirmation, or server logs showing the customer used the product.
• Customer authorization — a signed receipt, the AVS and CVC match results, device and IP data, or a completed 3D Secure authentication.
• The agreement — your terms of service, refund policy, and the customer's acceptance of them.
• Communication — emails or chat logs showing the customer was satisfied or agreed to the charge.

In Stripe, you attach these to the Dispute object's evidence fields (text plus uploaded files) and submit. Networks call a strong, well-matched package compelling evidence, and specific programs (like Visa's Compelling Evidence 3.0) define exactly what qualifies for certain fraud disputes.

Why it matters

• It's how you win — without evidence, challenging a dispute is pointless; the issuer needs a documented case.
• Reason-matching — evidence that doesn't address the stated reason usually loses, so read the reason first.
• [Friendly fraud](/glossary/friendly-fraud) — for disputes where the buyer really did make the purchase, delivery and usage records are often decisive.

Once submitted, the evidence moves the case into representment, where the issuer rules the dispute won or lost. The dispute fee generally still applies regardless of the outcome.