How to submit Issuing disputes

Learn the different ways to submit Issuing disputes.

You can create, update, and submit disputes through the Stripe Dashboard or the API. This guide explains each step, from filing a dispute to understanding the outcome.

Creation

Enter the disputed amount (full or partial) in the Dispute Amount field. It defaults to the full transaction amount.

Account for any refunds or cases where only a partial amount should be disputed. For more information, see Dispute amount.

When viewing an eligible transaction, click Dispute transaction to redirect to a form that requests different information based on the dispute reason and product type (merchandise, services or digital goods). We create a dispute the first time you click Save. If you click Submit without saving, we create a dispute and then submit it.

After you submit a dispute, you can’t modify the information or resubmit the dispute.

Update

Use the Unsubmitted tab to access disputes in progress. The Submit before date shows when the dispute expires.

From the dispute page, click Edit submission to update the evidence.

Evidence

Provide as much relevant information as possible when submitting a dispute, such as email correspondence, card statements, or return shipment tracking. Files must be in PDF or the related setting format and can’t exceed 5 MB. Before submitting, make sure all text and images are legible on a black-and-white fax.

Include all evidence in the file. Don’t link to information that’s hosted externally.

Submission

Submit your dispute after gathering all required evidence for the dispute reason.

Caution

Review the evidence thoroughly, because you can’t modify dispute information after submitting the dispute.

The Submit button on the evidence form is enabled when all required evidence is present.

Resolution

Stripe updates the dispute status when we hear back from the card network.

If you win, the dispute status changes to won and we credit your Issuing balance in the form of an issuing_dispute balance transaction. You can access the balance transaction in the Dashboard under All transactions and at the bottom of the dispute details page.

Note

If you make a transaction in a currency other than your account’s default currency (for example, a GBP transaction that your USD card pays), Stripe refunds the won dispute in the transaction’s original currency.

If you lose, the dispute status changes to lost and we don’t credit any amount to your Issuing balance.

Testing

Stripe’s sandbox environments let you test dispute logic without affecting your live account. For example, Stripe sends webhook events, creates balance transactions, and updates your test Issuing balance without moving any funds or changing any balances on your live account.

Similar to live mode, a test dispute transitions to expired 110 days after the transaction is captured.

When you submit a test dispute in the Dashboard, you can choose the dispute’s outcome. Selecting Won automatically sets the explanation field to winning_evidence, and selecting Lost sets it to losing_evidence.

Webhooks

Listen for Issuing dispute webhook events to track changes to your disputes. Each event includes the updated Dispute object.

Withdrawing

Stripe can withdraw a dispute only within 24 hours of its submission to the card network. To withdraw a dispute, contact Stripe Support immediately.

Email connected accounts

Issuing platforms must send regulated notices to connected accounts when a dispute is submitted and again when it’s won or lost.

Use with Treasury for platforms

When you dispute ReceivedDebits on FinancialAccounts, Stripe creates a corresponding DebitReversal after submission.