%201.svg)
What Should I Do When a Customer Claims a Charge Is Unauthorized?
Chargebacks?
No longer your problem.
Recover 4x more chargebacks and prevent up to 90% of incoming ones, powered by AI and a global network of 20,000 merchants.
600+ reviewsTL;DR:
- Investigate unauthorized claims using the payment and case records.
- Treat verification results as signals, not proof of identity.
- Check dispute status before issuing a refund.
- Confirm liability-shift eligibility and submit case-specific evidence.
When a customer reports an unauthorized charge, verify the payment and case status, investigate the allegation, and choose a supported resolution. Payment approval, delivery, and matching verification results do not by themselves prove cardholder authorization.
Confirm the Transaction and Protect the Review
Use the order and payment references to locate the charge. Ask factual questions through established support channels, and preserve the customer’s account of the issue. Do not request a full card number or security code in a support conversation.
| Record | What It Helps Establish | Important Limit |
|---|---|---|
| AVS or CVC result | Whether supplied details passed the check. | A match does not identify who entered them. |
| 3D Secure result | Authentication outcome and possible liability treatment. | Check the actual result, eligibility, and exceptions. |
| Account and device history | Changes or continuity in account use. | A familiar account can be compromised. |
| Fulfillment | What was shipped or provided. | Fulfillment does not alone prove authorization. |
Stripe’s verification guidance describes payment checks. Use their results as evidence inputs, not a binary test separating legitimate customers from fraud.
Check Whether a Dispute Is Already Open
If the payment is still under merchant control, evaluate fulfillment holds and the appropriate refund or cancellation path with your payments team. If a formal dispute is open, follow its supported response process before issuing another credit.
Use refund-overlap controls and support and payments ownership to keep the response coordinated.
Evaluate Authentication and the Applicable Defense
Stripe’s 3D Secure documentation explains liability-shift handling and exceptions. Authentication can affect fraud liability, but it does not guarantee protection against every dispute type. Read the actual case rather than assuming all authenticated payments are covered.
For PayPal cases, see unauthorized-claim guidance. For broader classification, use the friendly-fraud assessment checklist.
Submit Facts and Review Related Risk
If the evidence supports a challenge, connect the records to the disputed charge and respond by the case deadline. If your investigation supports the customer’s claim, use the appropriate resolution route. A mismatch or repeat claim should prompt investigation, not an automatic allegation of abuse.
See the representment workflow. You can explore Chargeflow’s chargeback recovery and verified Stripe integration for evidence operations.
Frequently Asked Questions
Does a CVC Match Prove the Physical Card Was Present?
A CVC match does not prove the physical card was present or identify the person who entered the details. Treat it as one verification result.
Does 3D Secure Cover Every Chargeback?
3D Secure does not cover every chargeback. Fraud liability treatment depends on the authentication result, network rules, and applicable exceptions.
Should I Automatically Block Repeat Claimants?
Do not treat repeat claims alone as proof of abuse. Review account compromise, merchant errors, and the facts before applying restrictions.
Chargebacks?
No longer your problem.
Recover 4x more chargebacks and prevent up to 90% of incoming ones, powered by AI and a global network of 20,000 merchants.
.png)
Questions?
we’ve got answers.
Chargeflow collects data from dozens of third party signals, not just transaction data like Stripe Dispute does. This allows for much more coverage and much better win rates because the evidence submitted is much more comprehensive and compelling..
Chargeflow collects data like order info, customer messages, and payment details. It builds a full dispute case for you, so you don’t have to lift a finger.
Yes! Chargeflow works with many processors — not just Stripe. That means one tool for all your chargebacks, no matter how you process payments.
You only pay a percentage of the revenue we help you recover. No upfront fees, no subscriptions — just success-based pricing.
Yes. Chargeflow is SOC 2, GDPR, and ISO certified. We use top security standards to keep your data safe.
need more help?
Have a question? We’re here to help. Just hit the chat button to initiate a conversation with support.