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.

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

1. Match the payment ID to the order and account. Explain any differences in email addresses.
2. Export relevant events with timestamps and a stated time zone. Identify the product or entitlement involved.
3. Distinguish access being granted from content being used. Investigate failed access events.
4. Add the policy version and support history relevant to the complaint.
5. Review the final files and submit through the case workflow before its deadline.

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.

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.