What Proof Does Stripe Accept For Digital Goods?

Digital goods dispute evidence documents what you sold, how you provided access, and which records address the cardholder’s specific complaint. Stripe supports evidence submission; the issuing bank evaluates the dispute.

Written by Jodi Lifschitz, Head of Content at Chargeflow. Updated 12 October 2026.

Match Digital Evidence to the Complaint

Start with the disputed payment and the reason shown in the case. A download record can support fulfillment, but it does not independently establish cardholder authorization or answer a complaint about product quality.

Stripe’s evidence guidance recommends system logs or IP information showing digital content access or service use. Submit readable records with a brief explanation of what each demonstrates.

Build a Traceable Evidence Packet

For example, a hypothetical course non-receipt case might contain the purchase record, successful course access, and a later question about a lesson. Together, those records document an account’s access and engagement. They do not prove the identity of the person at the keyboard.

For recurring charges, reconstruct the renewal and cancellation timeline instead of relying only on usage. Use the Stripe evidence panel guide to place records correctly and the Stripe chargeback evidence checklist to review case-specific requirements.

Improve Records Before the Next Case

Store entitlement changes, access failures, policy acceptance, and support outcomes against stable order IDs. Review digital goods dispute prevention for related controls. If a case is already closed, use the dispute outcome diagnostic before changing your process.

Digital Goods Evidence Template: A Completed Example

Illustrative course non-receipt case: All identifiers and events below are invented to demonstrate the structure. Replace them with verified records; do not submit this example as evidence.

Example explanation: “The disputed USD 89 payment corresponds to order COURSE-1042. Attachment A identifies the course and account. Attachment B records entitlement creation and lesson access in UTC. Attachment C contains the later workbook support request. These records support fulfillment of the course purchase; they do not independently establish cardholder authorization.”

Use an attachment index: A—purchase receipt; B—readable access-event export with a plain-language legend; C—relevant communication. Include purchase-time terms only when they address the allegation. If records show failed access instead, describe that failure and the remedy.

Map the sale to product_description, digital events to access_activity_log, correspondence to customer_communication, and the receipt to receipt, where requested. Stripe’s evidence field reference defines these fields. The chargeback evidence source map helps locate missing records. An unauthorized-payment claim needs a separate fraud-defense assessment.

Frequently Asked Questions

Are screenshots acceptable for digital goods disputes?

Readable screenshots can support digital goods disputes when they identify the relevant transaction and facts. There is no universal rule that raw logs always outweigh screenshots.

Does a login prove the cardholder authorized the purchase?

A login documents account activity. Cardholder authorization requires evaluating the available authentication, transaction, and other relevant evidence.

What if the customer never accessed the product?

If the customer never accessed the digital product, investigate provisioning, delivery of access instructions, and support requests. Do not claim successful usage without records.