# Dispute response templates (digital products and SaaS)

Six templates, one per Stripe dispute category. Each one tells you what the bank needs to see, what to attach, and gives you a rebuttal letter to fill in.

> Not legal advice. These are templates built from Stripe's published evidence guidance. Outcomes are decided by the cardholder's bank, and Stripe "can't influence the outcome" ([Stripe](https://docs.stripe.com/disputes/how-disputes-work)). Last verified: October 2026.

| File | Stripe category | Typical codes |
|---|---|---|
| `01-fraudulent.md` | Fraudulent, and Unrecognized | Visa 10.4 · MC 4837, 4863 · Amex F29 |
| `02-product-not-received.md` | Product not received | Visa 13.1 · MC 4855 · Amex C08 |
| `03-not-as-described.md` | Product unacceptable | Visa 13.3, 13.5 · MC 4853 · Amex C31 |
| `04-subscription-canceled.md` | Subscription canceled | Visa 13.2 · MC 4841 · Amex C28 |
| `05-duplicate.md` | Duplicate | Visa 12.6.1, 12.6.2 · MC 4834 · Amex P08 |
| `06-credit-not-processed.md` | Credit not processed | Visa 13.6, 13.7 · MC 4860 · Amex C02, C05 |

Codes from [Stripe: dispute categories](https://docs.stripe.com/disputes/categories). Mastercard uses some codes (like 4853) across several situations, so go by the category Stripe shows on the dispute.

## The 7 rules for every response

1. **Read the bank's claim first.** Stripe often shows the documents the bank sent, including the cardholder's own words. Answer *that* claim, not the generic category ([Stripe](https://docs.stripe.com/disputes/responding)).
2. **Contact the customer.** A misunderstanding can end with them withdrawing the dispute. Even then, you still need to submit evidence for the dispute to close in your favor ([Stripe](https://docs.stripe.com/disputes/how-disputes-work)). Save every message: it's evidence.
3. **One submission, no edits.** Gather everything first. Stripe sends it to the bank immediately ([Stripe](https://docs.stripe.com/disputes/responding)).
4. **One file per evidence type.** Combine screenshots into a single multi-page PDF per type. 4.5 MB total. 19 pages total for Mastercard ([Stripe](https://docs.stripe.com/disputes/responding)).
5. **No links, videos, or "contact me".** Banks won't open them. Screenshot everything, including log exports.
6. **Label every exhibit** ("Exhibit A: Login log, 14 sessions after purchase") and refer to it in the letter.
7. **Never invent or alter evidence.** If the customer is right, accept the dispute and fix the cause. Fabricated evidence can turn a $49 dispute into a closed account.

## Letter format that works

- 1 page. Plain sentences. Dates in "March 4, 2026" format, times with time zone.
- Start with one sentence that states your position.
- Then a numbered timeline: purchase, delivery, usage, contact, dispute.
- Then "Evidence attached" with exhibit letters.
- End with what you're asking for: "We ask that this dispute be reversed in our favor."

## Where to put things in Stripe

The Dashboard form asks for a product type. Choose **Digital product or service**. Then Stripe shows evidence fields. The API names are listed in each template (e.g. `access_activity_log`, `refund_policy`), so you can submit through the [Disputes API](https://docs.stripe.com/disputes/api) if you automate this.

*Made by Dan Shipped — @danshipped*