Customer paid $99/mo for my SaaS for 11 months. Just filed chargebacks for all 11 payments ($1,089 total) claiming "services not received." They clearly used the product — I have login logs, API calls, the works. Stripe says I need to provide evidence. What do I include?
For "services not received" disputes, you need to prove they actually used the service. Compile:
1. Login timestamps showing IP addresses
2. Screenshots of their usage/dashboard activity
3. API call logs with their account ID
4. Any emails they sent during the subscription (support tickets, etc.)
5. The signed-up email matches their card details
6. Your ToS showing they agreed to the subscription
11 months is unusual — most banks have time limits on disputes (typically 60-120 days). Check the reason code. If it's "fraud" they might claim their card was stolen. If it's "services not received" you have a strong case with usage proof.
Also document that you have a clearly accessible cancellation process. Screenshot your cancellation flow. They could have cancelled anytime but didn't.
Stripe's chargeback response is time-limited (usually 7-10 days). Don't wait. Submit everything you have even if it's not perfectly organized. More evidence = better.
Pro tip: Include a clear, one-page summary at the top. The bank employee reviewing this sees hundreds of cases. Make it easy for them to understand why you should win.
After you fight this, consider adding Stripe Radar or similar fraud prevention. Some customers are serial chargebackers. Once you win, add them to your block list and terminate their account.
Also: consult with a lawyer about whether this is wire fraud. Knowingly filing false chargebacks is a federal crime. Sometimes a stern letter makes them withdraw.
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