Stripe's 21 Evidence Fields: The Complete 2026 Guide to Winning Chargebacks

Stripe has 21 specific evidence fields for chargeback disputes — yet most merchants only fill 3 to 5 of them. This single mistake causes more lost disputes than weak evidence ever could. In this guide, we break down every Stripe evidence field, explain when each one matters, and show you how to format your submission for maximum win rate.

Why Most Merchants Lose Winnable Chargebacks

According to industry data, merchants win only 20-30% of chargeback disputes on average. But among merchants who properly format their evidence across all relevant fields, win rates jump to 60-80%. The gap isn't about evidence quality — it's about evidence formatting.

Stripe's automated dispute system checks specific fields in a structured format. When those fields are empty, the system treats the submission as incomplete, regardless of what you uploaded as attachments. A screenshot of a tracking number in the wrong field is effectively invisible to the review process.

The 21 Stripe Evidence Fields Explained

Customer Information Fields

1. customer_name

The name on the order. Must match the billing name from the transaction. This establishes the connection between the purchaser and the dispute filer.

2. customer_email_address

The email used at checkout. Critical for "unauthorized transaction" disputes — it proves the cardholder's email was used, suggesting they authorized the purchase.

3. customer_purchase_ip

The IP address recorded at the time of purchase. Stripe logs this automatically. If the IP geolocates near the customer's billing address, it strongly suggests the cardholder made the purchase themselves. This field alone can increase win rates by 15-20% for fraud-related disputes.

4. customer_signature

A signature or signed contract from the customer. Most relevant for high-value transactions or service agreements. Digital signatures (DocuSign, HelloSign) count.

Shipping & Delivery Fields

5. shipping_carrier

The shipping carrier name (USPS, FedEx, UPS, DHL, etc.). Must match what's shown in your tracking details.

6. shipping_tracking_number

The actual tracking number. Stripe will verify this against the carrier's records, so it must be a real, valid tracking number.

7. shipping_date

The date the item was shipped. Should be before the dispute was filed and ideally within 1-2 business days of the order date.

8. shipping_address

The address you shipped to. If this matches the customer's billing address or the AVS-verified address, it significantly strengthens your case.

9. shipping_documentation

Carrier delivery confirmation, signed delivery receipts, or photos of delivery. This is the most powerful field for "product not received" disputes. A delivery confirmation with a matching address wins approximately 78% of INR disputes.

Product & Service Fields

10. product_description

What the customer ordered. Be specific — include product names, SKUs, quantities, and specifications. This counters "not as described" claims by establishing what was actually ordered.

11. duplicate_charge_documentation

Evidence that a charge is not a duplicate. Include order IDs, timestamps, or itemized receipts showing the charges are for different products or services.

12. duplicate_charge_id

If the customer claims a duplicate charge, this is the Stripe charge ID of the original transaction that the disputed charge supposedly duplicates. Providing this helps Stripe's system compare the two charges directly.

13. duplicate_charge_explanation

A written explanation of why the two charges are distinct. For example: "Charge ch_xxx was for Order #1001 placed on March 1. The disputed charge ch_yyy was for Order #1002 placed on March 15, containing different items."

Refund & Cancellation Fields

14. refund_policy

Your refund and cancellation policy as shown on your website at the time of purchase. Screenshot your policy page with a timestamp. For digital products, clearly state "all sales final" policies.

15. refund_policy_disclosure

Evidence that the customer was shown and agreed to your refund policy before purchasing. Checkout page screenshots, order confirmation emails with policy links, or "I agree to terms" checkbox screenshots all work.

16. refund_refusal_explanation

If you declined a refund request before the chargeback, explain why. Reference your policy and the specific reason. For example: "Refund requested 45 days after purchase, outside our 30-day return window as stated in our policy."

Communication & Access Fields

17. customer_communication

Any messages between you and the customer — emails, chat logs, support tickets. Highlight timestamps and any messages where the customer acknowledged receiving the product or expressed satisfaction.

18. access_activity_log

For digital products and services: server logs showing the customer accessed or used the product after purchase. IP addresses, login timestamps, download records, and usage metrics all count. This is the digital equivalent of delivery confirmation.

19. service_date

When the service was provided. For subscriptions, include the billing period dates.

20. service_documentation

Proof that the service was actually delivered. Reports generated, work completed, deliverables sent — anything that proves you fulfilled your obligations.

The Most Important Field

21. uncategorized_text

This is your narrative — a written timeline of events from order to dispute. This field ties all your other evidence together into a coherent story.

A strong uncategorized_text follows this structure:

• Order date and what was purchased
• Fulfillment date and method
• Delivery confirmation date
• Any customer communication after delivery
• When the dispute was filed
• Why the dispute reason doesn't apply

This field is filled by fewer than 10% of merchants, yet it's the single most influential piece of evidence because it gives the reviewer context for interpreting everything else.

Field Priority by Dispute Type

Not every field matters for every dispute. Here's which fields to prioritize:

Fraudulent / Unauthorized Transaction (10.4)

1. customer_purchase_ip (highest impact)
2. customer_email_address
3. shipping_address + shipping_documentation
4. customer_communication
5. uncategorized_text

Product Not Received (13.1)

1. shipping_documentation (delivery confirmation)
2. shipping_tracking_number + shipping_carrier
3. shipping_address
4. customer_communication
5. uncategorized_text

Product Not as Described (13.3)

1. product_description
2. customer_communication
3. refund_policy + refund_policy_disclosure
4. shipping_documentation
5. uncategorized_text

Duplicate Charge (12.6)

1. duplicate_charge_documentation
2. duplicate_charge_id
3. duplicate_charge_explanation
4. uncategorized_text

Subscription Cancellation (13.7)

1. refund_policy + refund_policy_disclosure
2. access_activity_log
3. customer_communication
4. service_date + service_documentation
5. uncategorized_text

Common Mistakes That Lose Disputes

Mistake 1: Uploading everything as a single PDF attachment

Stripe's system processes field-level data, not attachments. A 20-page PDF uploaded to one field is far less effective than specific evidence mapped to the correct fields.

Mistake 2: Skipping customer_purchase_ip

This field is automatically available from Stripe's logs but most merchants never submit it. For fraud disputes, it's the single strongest signal.

Mistake 3: No uncategorized_text narrative

Without a timeline narrative, the reviewer has to piece together the story from scattered evidence. Make their job easy and you win more often.

Mistake 4: Not including refund_policy_disclosure

Having a refund policy isn't enough — you need to prove the customer saw it before purchasing. Screenshot your checkout page showing the policy link or checkbox.

Mistake 5: Generic shipping evidence

"Tracking shows delivered" is weak. "USPS tracking #9400111899223033XXXXX shows delivery to 123 Main St, New York, NY 10001 on March 15, 2026 at 2:34 PM, signed by J. Smith" is strong.

How Rebutto Helps

Rebutto automates the evidence-to-field mapping process. You upload your evidence files, select your dispute type, and Rebutto identifies which of the 21 fields each piece of evidence belongs in. It generates a submission guide that tells you exactly which field to paste each item into, plus an uncategorized_text narrative tying it all together.

The result: a complete, properly formatted evidence package in about 15 minutes instead of the typical 30-60 minutes of manual formatting — and a significantly higher win rate because no fields are left empty.

Key Takeaways

• Stripe has 21 evidence fields; most merchants use only 3-5
• The uncategorized_text narrative field is filled by fewer than 10% of merchants but has the highest impact
• customer_purchase_ip alone can boost fraud dispute win rates by 15-20%
• Delivery confirmation with address matching wins 78% of "product not received" disputes
• Proper field mapping can increase overall win rates from 20-30% to 60-80%

FAQ

How long do I have to respond to a Stripe chargeback?

You have 7 days from when Stripe notifies you of the dispute to submit your evidence. Missing this deadline results in an automatic loss.

Can I submit additional evidence after my initial response?

No. Stripe allows only one evidence submission per dispute. Make sure your first submission is complete.

Does Stripe charge a fee for chargebacks?

Yes. Stripe charges a $15 dispute fee for each chargeback, which is refunded if you win the dispute.

What happens if I don't respond to a chargeback?

The dispute is automatically resolved in the customer's favor and you lose the disputed amount plus the $15 fee.

Can I prevent chargebacks entirely?

Not entirely, but you can reduce them significantly with clear product descriptions, proactive customer communication, and easily accessible refund policies. Stripe Radar can also help identify potentially fraudulent transactions before they result in disputes.