The Stripe Survival Kit

Stripe category: fraudulent · also use for unrecognized Typical codes: Visa 10.4 (card-absent fraud) · Mastercard 4837 (no cardholder authorization), 4863 (does not recognize) · Amex F29, 176

The claim: "I didn't make this purchase" or "I don't recognize this charge." Stripe notes that "unrecognized" is "effectively indistinguishable from the Fraudulent reason" (Stripe).

What the bank needs to see

One or more of these (Stripe: dispute categories):

• The real cardholder (or someone they authorized, like a family member or employee) made the payment.
• The payment was authenticated with 3D Secure, so liability shifted to the issuer. Stripe adds the 3DS data for you.
• You already refunded it.
• The customer withdrew the dispute or admitted they recognize the charge.
• Visa only: Compelling Evidence 3.0 (see below).

Fight or accept?

Visa Compelling Evidence 3.0 check (2 minutes)

From Stripe: Visa CE 3.0:

• Visa dispute with network reason code 10.4
• At least 2 earlier payments on the same payment method, paid and never disputed, not validation charges
• Those payments are 120 to 364 days before the disputed one
• All three payments match on 2 main elements (customer purchase IP + device fingerprint or device ID), or 1 main + 1 secondary (shipping address, customer email, customer account ID)
• Product descriptions for the disputed and earlier payments, and the type set to merchandise or services

If eligible, Stripe usually pre-fills the fields. Don't edit pre-filled CE 3.0 fields: Stripe warns that changes can affect eligibility (Stripe). Still fill in the normal evidence too, in case the CE 3.0 submission is rejected.

Evidence to attach (digital product / SaaS)

Rebuttal letter

Re: Dispute on charge [CHARGE_ID], [AMOUNT] [CURRENCY], [PURCHASE_DATE]

We believe this payment was made by the cardholder, and ask that this dispute be reversed.

[PRODUCT_NAME] is a [one-line description, e.g. "web-based AI writing tool, billed monthly"].
The customer bought [PLAN] on [DATE] at [TIME TZ] using the email [EMAIL].

Timeline
1. [DATE TIME]: Purchase from IP [IP], [CITY/COUNTRY], device [DEVICE/BROWSER]. (Exhibit A)
2. [DATE TIME]: Access email delivered to [EMAIL]. (Exhibit B)
3. [DATE] to [DATE]: [N] logins from the same IP/device as the purchase, using [specific features: e.g. "created 37 documents"]. (Exhibit C)
4. [If applicable] [DATE]: Customer emailed support from [EMAIL] about [topic], confirming they had access. (Exhibit D)
5. [If applicable] The same card paid us on [DATE] and [DATE] without any dispute. (Exhibit E)
6. [DATE]: Dispute opened. No contact from the customer before the dispute. / The customer contacted us on [DATE] and said [summary].

[If 3DS] The payment was authenticated with 3D Secure.
[If CE 3.0] This dispute qualifies for Visa Compelling Evidence 3.0; matching prior transactions are included.

Evidence attached
A. Purchase record with IP and device
B. Delivery email log
C. Account activity log after purchase
D. Customer emails
E. Prior undisputed payments on the same card

We ask that this dispute be reversed in our favor.
[YOUR NAME], [BUSINESS NAME], [SUPPORT EMAIL]

Mistakes that lose this one

• Sending activity logs that start before the payment, or without IPs.
• Arguing "the customer agreed to our terms". In a fraud dispute, the question is who paid, not whether the terms were fair.
• Fighting obvious fraud. You lose the fee, the time, and the rate still goes up.

Prevent the next one

Recognizable descriptor. Receipts with your brand and support email. Collect IP and email on every payment. 3DS for elevated risk. Refund early fraud warnings on small charges.

Made by Dan Shipped — @danshipped. Not legal advice.

Stripe category: product_not_received Typical codes: Visa 13.1 (merchandise/services not received) · Mastercard 4855 · Amex C08

The claim: "I paid and never got access" or "the service was never provided."

What the bank needs to see

From Stripe: dispute categories:

• The product was delivered, or isn't due yet (for example, a cohort that starts next month).
• You already refunded it.
• The customer withdrew the dispute.

For digital products, Stripe says to "focus on evidence of usage, login, or download", because there's no tracking number.

Fight or accept?

Evidence to attach (digital product / SaaS)

Rebuttal letter

Re: Dispute on charge [CHARGE_ID], [AMOUNT] [CURRENCY], [PURCHASE_DATE]

The customer received and used the product. We ask that this dispute be reversed.

[PRODUCT_NAME] is a [digital product / web app]. Access is delivered [instantly by email / by account login] at [URL, as text, not a link].

Timeline
1. [DATE TIME TZ]: Purchase of [PLAN/PRODUCT] by [EMAIL]. (Exhibit A)
2. [DATE TIME TZ]: Access email sent and delivered to [EMAIL]. (Exhibit B)
3. [DATE TIME TZ]: First login / first download from IP [IP]. (Exhibit C)
4. [DATE] to [DATE]: [N] sessions; [specific usage: "downloaded 3 files", "completed 6 of 10 lessons", "made 1,204 API calls"]. (Exhibit C)
5. [DATE]: Dispute opened. The customer did not contact us before opening it. / The customer wrote on [DATE]; we replied within [X] hours. (Exhibit D)

[If not yet due] The purchase was for [cohort/program] starting [DATE], as shown on the checkout page (Exhibit E). The service is not due yet.

Evidence attached
A. Order record
B. Delivery email log
C. Access and usage log after purchase
D. Customer communication (or statement that none was received)
E. Checkout page showing the delivery date [if applicable]

We ask that this dispute be reversed in our favor.
[YOUR NAME], [BUSINESS NAME], [SUPPORT EMAIL]

Mistakes that lose this one

• "We sent the email" with no proof it was delivered or opened. Show the send log and the first login.
• Usage logs from a different email than the buyer's, without explaining the link (e.g. a team seat).
• Links to your app or a Loom video. Banks won't click. Screenshots only.

Prevent the next one

Instant welcome email with a big access button. A "didn't get it? reply here" line on the receipt. Log first login and first download. Chase unactivated accounts at 24 hours.

Made by Dan Shipped — @danshipped. Not legal advice.

Stripe category: product_unacceptable Typical codes: Visa 13.3 (not as described or defective), 13.5 (misrepresentation) · Mastercard 4853 · Amex C31, C32

The claim: "It's not what was advertised," "it doesn't work," or "it was misrepresented."

What the bank needs to see

From Stripe: dispute categories:

• The product was accurately represented before purchase.
• It wasn't defective.
• You already refunded it, or the customer withdrew the dispute.

Stripe also says to include your refund policy and how you disclosed it. Depending on the network, the issuer "might or might not take this into consideration, but it can't hurt your case".

Fight or accept?

Evidence to attach (digital product / SaaS)

Rebuttal letter

Re: Dispute on charge [CHARGE_ID], [AMOUNT] [CURRENCY], [PURCHASE_DATE]

The product was described accurately and worked as described. We ask that this dispute be reversed.

What we sold: [PRODUCT_NAME]. Before purchase, the sales page stated: "[exact quote of the key promise]" (Exhibit A, captured [DATE]).
What the customer received: [exactly that: e.g. "access to the web app with features X, Y, Z on the Pro plan"].

Timeline
1. [DATE]: Purchase. The customer accepted our terms, which include our refund policy: "[short quote]" (Exhibit B).
2. [DATE] to [DATE]: The customer used the product [N] times, including [specific actions]. (Exhibit C)
3. [DATE]: [The customer never contacted support before the dispute.] / [The customer asked about X. We replied on DATE with Y.] (Exhibit D)
4. [DATE]: Dispute opened.

The customer's claim is "[cardholder's words from the bank documents]". This does not match the product as described: [one or two factual sentences].

[If applicable] Our policy offers a refund within [N] days of purchase. The customer did not request one during that period.

Evidence attached
A. Sales page and checkout as shown before purchase
B. Terms and refund policy as accepted at checkout
C. Usage log after purchase
D. Customer communication

We ask that this dispute be reversed in our favor.
[YOUR NAME], [BUSINESS NAME], [SUPPORT EMAIL]

Mistakes that lose this one

• Showing today's sales page instead of the one the customer saw. Archive your pages when you change them.
• Arguing about the customer's skill ("they didn't use it right"). Show the facts and the usage.
• Ignoring the bank's text. Answer the specific complaint.

Prevent the next one

Describe features and limits plainly. No outcome promises. Show the plan comparison at checkout. Offer a short no-questions refund window: a refund costs less than a dispute and doesn't touch your rate.

Made by Dan Shipped — @danshipped. Not legal advice.

Stripe category: subscription_canceled Typical codes: Visa 13.2 (canceled recurring) · Mastercard 4841 · Amex C28

The claim: "I canceled, and you kept charging me." This is the most common category for SaaS and memberships.

What the bank needs to see

From Stripe: dispute categories:

• The subscription was still active, and the customer knew your cancellation procedure and didn't follow it.
• Or you already refunded, or the customer withdrew the dispute.

Stripe also lists, for digital products: the controls you give customers to manage automated billing and monitor usage; that the product was used before the billing date; that the customer has the cancellation date wrong (e.g. it was set for a future date); and that a payment was an installment, not a true recurring charge (some networks only allow this reason code for recurring payments).

Fight or accept?

Evidence to attach (digital product / SaaS)

Rebuttal letter

Re: Dispute on charge [CHARGE_ID], [AMOUNT] [CURRENCY], renewal on [RENEWAL_DATE]

The subscription was active and was not canceled before this renewal. We ask that this dispute be reversed.

Subscription terms: [PLAN], billed [monthly/yearly] at [PRICE]. At signup on [DATE], the customer actively agreed to recurring billing (Exhibit A: checkout with consent checkbox and full terms).
Cancellation: customers can cancel anytime in Settings → Billing, with one click. Cancellation takes effect at the end of the paid period. This was stated at checkout and in the welcome email (Exhibit B).

Timeline
1. [DATE]: Subscription started; [N] previous renewals were paid without dispute.
2. [DATE]: Renewal reminder sent to [EMAIL], [N] days before the charge, with a cancel link. (Exhibit C)
3. [RENEWAL_DATE]: Renewal charge. No cancellation request existed in our system or support inbox. (Exhibit D: account audit log)
4. [DATE] to [DATE]: The customer logged in [N] times after the renewal and used [features]. (Exhibit E)
5. [DATE]: Dispute opened. [No cancellation or refund request was ever sent to us.]

Evidence attached
A. Checkout terms and consent
B. Welcome email with cancellation instructions
C. Renewal reminder email
D. Account audit log (no cancellation event)
E. Usage after renewal

We ask that this dispute be reversed in our favor.
[YOUR NAME], [BUSINESS NAME], [SUPPORT EMAIL]

Mistakes that lose this one

• Saying "they could have canceled" when your cancel flow needed an email to support.
• No proof of consent to recurring billing at signup.
• No reminder before an annual renewal. Card-network rules require reminders for trials (Visa: at least 7 days before a free or promotional trial ends; Mastercard: 3 to 7 days for digital-goods trials), and Stripe recommends renewal reminders (Stripe).

Prevent the next one

In-app cancel button. Instant cancellation confirmation. Reminder about 7 days before yearly renewals and 2–3 days before monthly ones. Refund in full if someone cancels the day after a renewal.

Made by Dan Shipped — @danshipped. Not legal advice.

Stripe category: duplicate Typical codes: Visa 12.6.1 (duplicate processing), 12.6.2 (paid by other means) · Mastercard 4834 · Amex P08, C14

The claim: "I was charged twice for the same thing" or "I already paid another way."

What the bank needs to see

From Stripe: dispute categories:

• Each payment was for a separate product or service.
• Or you already refunded, or the customer withdrew the dispute.

Fight or accept?

Evidence to attach (digital product / SaaS)

If no duplicate charge exists, Stripe says you can open All Fields from the gear menu in the Dashboard and give other evidence instead.

Rebuttal letter

Re: Dispute on charge [CHARGE_ID], [AMOUNT] [CURRENCY], [DATE]

These are two separate purchases, not a duplicate. We ask that this dispute be reversed.

Charge 1: [OTHER_CHARGE_ID], [DATE], [AMOUNT], for [ITEM 1]. (Exhibit A)
Charge 2 (disputed): [CHARGE_ID], [DATE], [AMOUNT], for [ITEM 2]. (Exhibit B)

The difference: [one sentence, e.g. "Charge 1 renewed the monthly plan. Charge 2 is a one-time purchase of 500 credits that the customer made from the Billing page at 14:32 UTC."]

Both were delivered: [e.g. "The 500 credits were added at 14:32 UTC and 431 have been used since." (Exhibit C)]

Evidence attached
A. Receipt for charge 1
B. Receipt for charge 2
C. Delivery/usage of the second item

We ask that this dispute be reversed in our favor.
[YOUR NAME], [BUSINESS NAME], [SUPPORT EMAIL]

Mistakes that lose this one

• Receipts without line items. If both just say "Payment – $29", the bank can't tell them apart.
• Not checking whether it really was a double charge before fighting.

Prevent the next one

Itemized receipts. Different statement descriptor suffixes per product type (e.g. SHIPPED* PRO PLAN vs SHIPPED* CREDITS). Idempotency keys on payment requests so a retry can't charge twice (Stripe: error handling).

Made by Dan Shipped — @danshipped. Not legal advice.

Stripe category: credit_not_processed Typical codes: Visa 13.6 (credit not processed), 13.7 (canceled merchandise/services) · Mastercard 4860 · Amex C02, C05

The claim: "I was promised a refund and never got it" or "I canceled and should get money back."

What the bank needs to see

From Stripe: dispute categories:

• You already issued the refund the customer is entitled to.
• Or the customer isn't entitled to a refund under the policy they were shown.
• Or the customer withdrew the dispute.

For digital products, Stripe also suggests showing whether the customer used the product in whole or in part, and whether the dispute amount exceeds the unused portion.

Fight or accept?

Note: you can't refund outside the dispute process once a dispute exists (Stripe). If you agree with the customer, accept the dispute.

Evidence to attach (digital product / SaaS)

Rebuttal letter

Re: Dispute on charge [CHARGE_ID], [AMOUNT] [CURRENCY], [PURCHASE_DATE]

[Option A] The refund the customer was entitled to has already been issued.
[Option B] The customer is not entitled to a refund under the policy shown before purchase.
We ask that this dispute be reversed.

Policy shown at checkout: "[exact quote of the refund policy]" (Exhibit A). The customer accepted it on [DATE] by [checking the box / clicking Subscribe].

Timeline
1. [DATE]: Purchase of [PRODUCT/PLAN].
2. [DATE] to [DATE]: Usage: [specific actions]. (Exhibit B)
3. [DATE]: Customer requested a refund, [N] days after purchase. (Exhibit C)
4. [Option A] [DATE]: We refunded [AMOUNT], refund ID [re_...]. It is visible on the customer's statement within [X] business days. (Exhibit D)
   [Option B] [DATE]: We replied explaining the [N]-day refund window and offered [cancellation of future renewals / credit / partial refund]. (Exhibit C)
5. [DATE]: Dispute opened.

Evidence attached
A. Refund policy as shown at checkout, with acceptance
B. Usage log
C. Customer communication
D. Refund record [if applicable]

We ask that this dispute be reversed in our favor.
[YOUR NAME], [BUSINESS NAME], [SUPPORT EMAIL]

Mistakes that lose this one

• Quoting a refund policy that changed after the purchase.
• Promising "I'll process your refund" by email and forgetting. That email becomes the customer's best evidence.

Prevent the next one

Refund the same day you agree to. Send a refund confirmation email with the amount and the expected timing (template in templates/customer-messages.md). Keep policy versions with dates.

Made by Dan Shipped — @danshipped. Not legal advice.

Copy, fill the [BRACKETS], send from an address a human reads. Short on purpose. People skim billing emails.

Check your local consumer rules for required wording on subscriptions, renewals, and refunds. Not legal advice. Last verified: October 2026.

1. Receipt / welcome (send instantly after payment)

Subject: Your [PRODUCT] access + receipt

Hi [FIRST_NAME],

Thanks for buying [PRODUCT]. Here's everything in one place.

Access it here: [LOGIN_URL]
Your login email: [EMAIL]

What you paid: [AMOUNT] [CURRENCY] for [PLAN], [one-time / billed monthly / billed yearly].
On your card statement it shows as: [STATEMENT_DESCRIPTOR]

[If subscription] Your next charge: [AMOUNT] on [DATE]. Cancel anytime in Settings → Billing, one click.
Refund policy: [one sentence, e.g. "Full refund within 14 days, just reply to this email."]

Stuck? Reply to this email. A human (me) reads it.

[NAME], [BUSINESS]

Why it works: the "shows as" line kills most "I don't recognize this charge" disputes before they start.

2. Getting started (day 2, SaaS)

Subject: The one thing to do first in [PRODUCT]

Hi [FIRST_NAME],

Most people get their first result in [PRODUCT] by doing one thing: [SINGLE_ACTION, e.g. "connecting their Stripe account and running the first report"].

It takes about [N] minutes: [DEEP_LINK]

If something isn't working, reply here and I'll fix it with you.

[NAME]

3. Trial ending reminder (at least 7 days before the trial ends)

Subject: Your [PRODUCT] trial ends on [DATE]

Hi [FIRST_NAME],

Your free trial of [PRODUCT] ends on [DATE].

If you do nothing, your card ending in [LAST4] will be charged [AMOUNT] [CURRENCY] on [DATE], then [every month / every year] until you cancel.

Keep it: no action needed.
Cancel: [CANCEL_LINK] (one click, no call, no email needed).

Questions? Reply here.

[NAME], [BUSINESS]

Visa requires a trial reminder at least 7 days before a free or promotional trial ends, with a simple way to cancel (Visa). Mastercard requires one 3 to 7 days before the end of a digital-goods trial (Braintree summary). Sending at 7 days satisfies both.

4. Renewal reminder (about 7 days before yearly, 2–3 days before monthly)

Subject: [PRODUCT] renews on [DATE] for [AMOUNT]

Hi [FIRST_NAME],

Heads up: your [PLAN] renews on [DATE]. We'll charge [AMOUNT] [CURRENCY] to the card ending in [LAST4]. It will show as [STATEMENT_DESCRIPTOR].

Want to keep it? Nothing to do.
Want to change or cancel? [BILLING_LINK]

Over the last [period] you [one usage line, e.g. "generated 214 reports"].

[NAME]

Timing follows Stripe's suggestion (Stripe).

5. Cancellation confirmation (send instantly)

Subject: Canceled: you won't be charged again

Hi [FIRST_NAME],

Your [PRODUCT] subscription is canceled. You won't be charged again.

You keep access until [DATE] (the end of the period you paid for).
Cancellation reference: [CANCELLATION_ID], [DATE TIME TZ]

If this was a mistake, you can restart anytime: [LINK]
If you have a minute, reply with the one reason you left. I read every answer.

[NAME]

Keep the cancellation ID. It's your best evidence in a "subscription canceled" dispute.

6. Refund confirmation

Subject: Refund sent: [AMOUNT] [CURRENCY]

Hi [FIRST_NAME],

I've refunded [AMOUNT] [CURRENCY] to your card ending in [LAST4]. Refund reference: [REFUND_ID].

Banks usually take [5–10] business days to show it. If you don't see it by [DATE], reply here and I'll send the reference your bank needs.

[If access ends] Your access to [PRODUCT] ends today.

Thanks for giving it a try.
[NAME]

7. "We saw a dispute: can we fix it directly?"

Send within 24 hours of a dispute. Be kind. Never threaten. Keep the reply for your evidence.

Subject: About your [PRODUCT] charge on [DATE]

Hi [FIRST_NAME],

Your bank told us you disputed a charge of [AMOUNT] from [STATEMENT_DESCRIPTOR] on [DATE]. That's [PRODUCT], which you [bought / subscribed to] with [EMAIL].

If it looked unfamiliar: no problem, that happens. If something went wrong with the product or billing, tell me and I'll make it right.

If you recognize it now, you can ask your bank to withdraw the dispute.

[NAME], [BUSINESS], [SUPPORT_EMAIL]

Note: once a dispute is open, you can't issue a separate refund for that payment (Stripe). If the customer is right, accept the dispute in the Dashboard.

8. "Our checkout moved" (use during a freeze, if new orders must go elsewhere)

Subject: Quick note: new checkout link for [PRODUCT]

Hi [FIRST_NAME],

We've moved our checkout to a new payment provider. Same product, same price.

New checkout: [NEW_CHECKOUT_URL]
On your statement, new purchases will show as: [NEW_DESCRIPTOR]

Nothing changes for anything you've already bought. Your access stays the same.

[NAME]

Say only what's true. You don't owe anyone the backstory, and you shouldn't guess about the outcome of a review in writing.

9. "Please update your payment method" (existing subscribers, after a rail change)

Subject: Action needed: keep your [PRODUCT] subscription running

Hi [FIRST_NAME],

We've moved billing to a new payment provider. To keep your [PLAN] running after [DATE], please add your card again here (about 60 seconds):

[UPDATE_LINK]

Your price stays [AMOUNT] [CURRENCY] per [PERIOD]. Your next charge will be on [DATE] and will show as [NEW_DESCRIPTOR].

If you'd rather not continue, do nothing and your access ends on [DATE]. No charge.

[NAME]

Clear statement of the new descriptor plus "do nothing = no charge" prevents a wave of "unrecognized" disputes after a migration.

Made by Dan Shipped — @danshipped. Not legal advice.

For when: Stripe has paused your payouts, put a reserve on your balance, asked for documents, restricted your account for risk, or closed it.

Read this now, while nothing is wrong. The best hour of this plan is the one you spend before you need it (see "Before it happens" at the end).

Not legal or financial advice. This is a practical plan, not a promise of any outcome. Stripe decides based on its own risk review, and it doesn't publish all its criteria. If large sums are at stake, talk to a payments lawyer or accountant. Last verified: October 2026.

Hour 0–1: Breathe, then find out which situation you're in

Don't reply yet. Don't post about it publicly. Don't open a new account or reroute payments in a hurry: a new account tied to the same people and business, opened right after a restriction, looks like an attempt to get around the review.

Look in 3 places: the Dashboard banner, your email (including spam), and Dashboard → Balance.

Sources: Reserves FAQ · Why Stripe reserves funds · Unacceptable Risk Policy

Do now (15 minutes):

• Screenshot the banner, the email, and the Balance page. Write the date and time on each.
• Write down exactly what Stripe asked for, word for word. Your reply will answer only that, completely.
• Note your numbers for the last 90 days: volume per week, refunds, disputes, early fraud warnings. Open tools/dispute-rate-calculator.html and save a screenshot.
• Write one paragraph: what changed recently? A launch, a new product, a price change, an affiliate campaign, a viral post, a new country, a new ad channel? A volume spike nobody explained is a listed reason for reserves.

Hour 1–6: Build the evidence pack

Prepare everything, even what wasn't asked. You'll send only what's requested, but you'll have the rest ready if a second request comes. Name files clearly: 01_business_registration.pdf, 02_owner_id.pdf, etc.

Business identity

• Company registration document (or sole-trader registration).
• ID of the owner(s), matching the account.
• Proof of business address.
• Bank statement showing the payout account is in the business's name.

What you sell and how you deliver it

• One-page product description: what it is, who buys it, price points, how access is delivered, how long delivery takes.
• Screenshots of your homepage, pricing page, checkout, refund policy, terms, privacy policy, and contact page, with dates.
• Sample delivery proof for 5–10 recent orders: access email logs + first login or download, with timestamps.
• Proof the product is real and running: e.g. hosting or AI API invoices that scale with your usage, app store listing, or a short list of active customers (count, not names).

Your risk numbers, explained

• Last 90 days: volume, refund count, dispute count, dispute rate, early fraud warnings.
• For each dispute in the period: the category, and whether you fought, won, lost, or accepted.
• If volume spiked: the cause, with proof (launch email, ad campaign screenshot, partner post, press link as a screenshot).
• What you've already changed: Radar rules added, 3DS turned on, descriptor fixed, refund policy clarified, a bad traffic source stopped.

Money

• Current balance and pending payouts.
• Refunds you still owe customers (if any). Plan to pay them: unpaid refunds turn into disputes.

Hour 6–12: Protect customers and revenue

Existing customers come first. Keep delivering every order and every subscription you've been paid for. A freeze followed by undelivered orders becomes a wave of "not received" disputes, which turns a review into a closure.

If you can still accept payments (A, often B): keep selling normally. Pause anything that adds risk: a new ad campaign, a big launch, a new country, a new affiliate. Don't push volume through an account under review.

If you can't accept payments (C, D) and have a backup ready:

• Switch your checkout links to your backup (merchant of record, second processor, or checkout layer). See Chapter 6 of the README.
• Update every place a buy link lives: site, emails, bio links, pinned posts, ads.
• Send the "Our checkout moved" email (template 8 in templates/customer-messages.md) only to people with open carts or upcoming orders, if relevant.
• Be truthful with your backup provider. If their onboarding asks whether you've had an account closed or restricted, answer honestly. Hiding it is a reason to close the new account later.

If you have no backup yet: apply to one merchant of record today with an honest, complete application. Expect it to take days, not hours. Meanwhile, invoices or bank transfer for B2B customers can bridge the gap (check your local tax and invoicing rules).

Customer message (if anything visible changed):

Subject: Quick update about [PRODUCT]

Hi [FIRST_NAME],

A quick note: we're [changing our payment provider / updating our checkout].
Your access and your orders are not affected. [If billing changes: "Your next charge will show as [NEW_DESCRIPTOR]."]

If anything looks off, reply to this email and I'll sort it out personally.

[NAME], [BUSINESS]

Short, factual, no drama. Never speculate in writing about why, or about the outcome.

Hour 12–24: Send one complete reply

Send one clear, complete message through the Dashboard (or the channel Stripe asked you to use). Not ten. Answer every question asked, in the same order, and attach the matching files.

Reply template

Subject: [Account ID] – Response to your request dated [DATE]

Hello,

Thank you for reviewing our account. Below are the answers to each point you raised, with documents attached.

1. [Their first question, quoted]
   [Your answer, 2–4 factual sentences.] See attachment [01_...].

2. [Their second question, quoted]
   [Answer.] See attachment [02_...].

About our business
[BUSINESS_NAME] sells [PRODUCT], a [one-line description]. Customers pay [one-time / monthly / yearly] between [PRICE RANGE]. Access is delivered [instantly by email / by account login] and we keep login and usage logs for every customer.

About recent activity [if relevant]
Volume increased from about [X] to [Y] per week between [DATE] and [DATE] because of [cause]. Evidence attached [file]. Refunds in the last 90 days: [N] ([X]%). Disputes: [N] ([X]%).

What we've changed
- [e.g. Enabled 3D Secure for elevated-risk payments on DATE]
- [e.g. Changed our statement descriptor from "HZN LLC" to "SHIPPED.COM" on DATE]
- [e.g. Added in-app cancellation and renewal reminders on DATE]

We will reply within 24 hours to any further request.

[NAME], [ROLE], [BUSINESS_NAME]
[PHONE], [EMAIL]

Rules for this message: facts, numbers, dates. No anger, no threats, no "I've been a loyal customer for years". Admit what went wrong if something did, and show the fix. Reviewers respond to evidence of control, not to pressure.

Hour 24–48: Follow up once, then reduce risk

• Follow up once if there's no reply after 24 hours on a business day: "Following up on our response from [DATE]; all requested documents are attached. Happy to provide anything else." Then wait.
• Refund anything clearly problematic: open refund requests, obvious fraud, orders you can't deliver. Every refund is a dispute you don't get.
• Answer every open dispute before its deadline. Use templates/dispute-responses/ or the Claude skill.
• Lower your risk profile for the next 30 days: no big launches, no new ad channels, no new countries, no affiliate pushes.
• If your account was closed (D): submit an appeal through the Dashboard with the evidence pack. Stripe's policy says appeals get a manual review and you can appeal more than once. Then plan cash flow assuming funds stay held for up to 120 days (Unacceptable Risk Policy).
• Card data: if you're leaving Stripe, it can transfer saved card data to another PCI DSS Level 1 processor. It doesn't transfer subscriptions or history as objects, and cards saved with Link aren't included (Stripe: payment data export). Keep your Stripe account open (don't delete it) so you can still access your data.

After 48 hours: the long tail

The thing to avoid at all costs: a MATCH or VMSS listing. These last 5 years and most processors automatically reject listed businesses and owners. Mastercard code 4 applies with chargebacks over 1% of monthly transactions and $5,000+ in the same month. Winning disputes later doesn't remove it (Stripe: high-risk merchant lists). If your rate is high, cut it now: refund aggressively, stop the traffic source, add 3DS.

Before it happens (do this in a calm week)

1. Set up a backup rail and run at least one real sale through it so it's live, not "applied for".
2. Keep the evidence pack as a folder, updated every quarter: registration, IDs, address proof, bank proof, policies screenshots, a product one-pager.
3. Keep the logs (checklist section E). They help in disputes and in reviews.
4. Tell Stripe before launches. A short note: what, when, expected volume, delivery method, refund policy.
5. Keep a cash buffer outside your payment account to cover 30 days of costs. A reserve shouldn't decide whether you can pay your hosting bill.
6. Keep each business separate. One account per business. Never process another person's sales under yours.

Made by Dan Shipped — @danshipped. Not legal or financial advice.

How to use it: do a first pass in 20 minutes. Tick what's done. Put a date next to what isn't. Repeat once a quarter, and before every launch.

Items marked [S] come straight from Stripe's docs (source linked at the end of each section). Items marked [N] come from card-network rules. Unmarked items are my own practice: common sense for digital sellers, not an official rule.

Not legal or financial advice. Policies and subscription terms must also follow your local consumer laws. Check them. Last verified: October 2026.

A. Be recognizable (6)

• 1. Statement descriptor = the name people know. Your domain or brand, not your legal entity. "DANSHIPPED.COM" beats "DS HOLDINGS LLC". [S]
• 2. Descriptor meets the format rules. 5–22 Latin characters, at least one letter, none of < > \ ' " *, reflects your business (DBA) name. A bare common word doesn't count. [S]
• 3. Short prefix (2–10 characters) set, if you sell more than one product. Add a dynamic suffix per product (e.g. SHIPPED* PROMPT KIT). The full string must still fit 22 characters, including the * and the space. [S]
• 4. One static prefix across all descriptors. Visa identifies your account by the static part of the descriptor. Different prefixes look like separate accounts to Visa. [S]
• 5. One Stripe account per business. Never run a second brand, a client, or a friend's sales through your account. [S]
• 6. Receipt name, website name, and descriptor match. A customer who searches the descriptor should land on your site.

Sources: Statement descriptors · Best practices · Monitoring programs

B. Be findable: website and policies (11)

• 7. Clear description of what you sell. What it is, what the customer gets, how they get it. For SaaS: features and limits per plan. [S]
• 8. Prices show the currency explicitly ("$29 USD", not only "$29"). [S]
• 9. Support contact besides a form. A real email address at minimum. Stripe asks for "something besides contact forms". [S]
• 10. Refund policy page: who qualifies, how long, how to ask, how long a refund takes. [S]
• 11. Cancellation policy page for subscriptions: how to cancel, when it takes effect, what happens to access. [S]
• 12. Delivery policy for digital goods: "Access is sent by email within 5 minutes. If you don't get it, reply to the receipt." [S]
• 13. Terms of service that include the refund and cancellation terms (not only a separate page). [S]
• 14. Privacy policy. [S]
• 15. Business address on the site, if you have a physical one. [S]
• 16. Promotion and trial terms shown at the moment someone signs up for the offer. [S]
• 17. No income claims you can't back up. "Make $10k/month" language is what pushes courses toward Stripe's "get rich quick" category. Same for fake urgency and testimonials you can't verify. [S]

Sources: Website checklist · Restricted businesses

C. Be clear before the money moves: checkout (8)

• 18. Full price shown before the card field, taxes included where applicable. [S]
• 19. Billing frequency next to the price: "$19 billed monthly until you cancel."
• 20. Trial end date in writing at checkout: "Your trial ends on [DATE]. You'll be charged $X unless you cancel."
• 21. Express consent to recurring billing. A checkbox or button the customer actively clicks to agree to the subscription terms. [S] [N]
• 22. Full policy text visible at checkout (inline or in a pop-up), not only a link. Stripe warns that a checkbox with only a link may be rejected as evidence. [S]
• 23. Store proof of acceptance: timestamp, IP address, version of the terms they accepted.
• 24. Collect name, email, and billing postal code on every payment. They help the issuer verify the card and help you win disputes later. [S]
• 25. Pass customer IP and email into Stripe with each payment. Visa Compelling Evidence 3.0 depends on them. [S]

Sources: Best practices · Monitoring programs · Visa CE 3.0

D. Authentication, 3DS and Radar (7)

• 26. Default Radar rules on. Don't disable the high-risk block. [S]
• 27. 3DS requested for elevated risk, e.g. Request 3D Secure if :risk_level: != 'normal' and :amount_in_usd: > 25. [S]
• 28. 3DS for cards never seen before (optional, adds friction): Request 3D Secure if is_missing(:seconds_since_card_first_seen:). [S]
• 29. Block failed 3DS attempts: Block if :is_3d_secure: and not :is_3d_secure_authenticated:. [S]
• 30. One narrow review rule for your known bad pattern, e.g. Review if :is_disposable_email: and :card_funding: = 'prepaid'. [S]
• 31. Every new rule tested first. Use the rule tester (last 6 months of payments), start with Review instead of Block, and roll out at a small traffic percentage. [S]
• 32. Card-testing defenses on cheap products. Stripe's website checklist asks you to make sure your payment form isn't vulnerable to card testing [S]. Low-priced, instant-delivery checkouts are the usual target. My practice: rate-limit checkout attempts per IP, add a CAPTCHA on public payment forms, and watch for bursts of declines. Stripe has a dedicated card-testing guide linked from the checklist.

Notes: custom rules need a Radar plan that supports them. EU businesses: the Geo-blocking Regulation limits country-based blocking inside the EU. Sources: Radar rules · Website checklist (card testing)

E. Delivery proof: logs you'll need later (6)

You can't create these after a dispute arrives. Start now.

• 33. Log account creation with timestamp, IP address, and user agent.
• 34. Log every login (timestamp, IP, device or user agent). Stripe's evidence field access_activity_log asks for exactly this. [S]
• 35. Log feature usage that proves value: files generated, API calls, credits used, lessons opened, downloads.
• 36. Log access delivery: the email with the access link (time sent, delivered, opened if you track it) and the first download.
• 37. Keep logs at least 18 months. Disputes usually come within 120 days, but card rules sometimes allow more, and Visa CE 3.0 looks back up to 364 days. [S]
• 38. One-click export per customer. When a dispute comes in, you want one CSV of that customer's activity, not a database query at midnight.

Sources: Dispute categories · How disputes work · Visa CE 3.0

F. Onboarding and communication (5)

• 39. Receipt sent on every payment, with your support email and a reply-to that reaches a human. [S]
• 40. Welcome email within minutes that says what they bought, how to access it, and how to get help. Templates in templates/customer-messages.md.
• 41. A "getting started" email at day 2–3 for SaaS. People who use the product don't dispute it as "not received".
• 42. Support replies within 24 hours on business days. Most "not as described" disputes start as an unanswered email.
• 43. The customer-facing name stays the same everywhere: emails, app, receipt, descriptor.

Source: Best practices

G. Subscriptions and cancellation (5)

• 44. In-app cancel button. Stripe calls an in-app button "often the best solution". No "email us to cancel". [S]
• 45. Cancellation confirmation email sent instantly, with the date access ends. [S]
• 46. Trial reminder before the first charge. Visa requires a reminder at least 7 days before a free or promotional trial ends, with a simple way to cancel. Mastercard requires one 3 to 7 days before the end of trials for digital goods. [N]
• 47. Renewal reminders. Stripe suggests about 7 days before a yearly renewal and 2–3 days before a monthly one. [S]
• 48. Fair refund on accidental renewals. If someone cancels the day after being billed, refund in full or pro rata. Stripe suggests exactly this. [S]

Sources: Monitoring programs (best practices section) · Visa trial rules · Mastercard trial requirements (via Braintree)

H. Refunds and dispute handling (2)

• 49. Refund obvious fraud immediately using "Refund as fraud" in the Dashboard, unless 3DS liability shift covers you. For early fraud warnings, Stripe's data says about 40% become disputes. Refund small ones (around your dispute fee or less) and use judgment above that. If your rate is already high, or you do under 100 payments a month, refund more aggressively. [S]
• 50. A written dispute routine. Who checks disputes, how often, which template, the deadline rule (respond at least 3 days early). Answer inquiries too: an unanswered inquiry can turn into a chargeback that's very hard to win. [S]

Sources: How disputes work · Best practices

I. Monitoring: dispute thresholds to watch (2)

• 51. Weekly dispute-rate check, using tools/dispute-rate-calculator.html or the Stripe Dashboard (Analytics shows dispute activity; Radar shows dispute rate by charge date). Know your lines:
  • 0.5%: Visa VAMP "non-compliant" level as listed by Stripe (count of 5).
  • 0.75%: what Stripe calls the industry line for "excessive".
  • 1%: Mastercard MATCH code 4 condition (plus $5,000+ in chargebacks that month).
  • 1.5%: Visa VAMP Excessive (AP, Canada, EU, US, LAC since April 1, 2026; 1,500+ count) and Mastercard ECM (100+ chargebacks).
  • 3%: Mastercard HECM (300+ chargebacks). Also check the VAMP page in your Stripe Dashboard (Radar section), which shows Stripe's daily estimate. [S] [N]
• 52. Tell Stripe before a launch or a big change. A sharp, unexplained volume increase is a listed reason for reserves. Send a short note through support: what you're launching, expected volume, how you deliver, and your refund policy. Keep enough balance in the account during the 120-day dispute tail. [S]

Sources: Measuring disputes · Monitoring programs · High-risk merchant lists · Visa VAMP fact sheet · Why Stripe reserves funds

Score yourself

Made by Dan Shipped — @danshipped. Not legal or financial advice.