If you've ever had a chargeback come through Stripe, you probably assumed it would be a fair process. You upload your evidence, maybe include customer communication, and wait for the bank's decision. Stripe's dashboard makes it seem like you're in control.
But according to many merchants who've gone through it, the process doesn't feel that fair at all.
The most common complaints? Evidence gets rejected without a clear explanation. Disputes get denied before they even reach the bank. And the whole thing feels automated from start to finish.
Stripe's "Fair" Process Can Feel Like a Black Box
Stripe claims to pass your evidence to the cardholder's bank and let the bank make the final call. However, merchants have noticed that some disputes get blocked or marked "lost" without ever being submitted.
The usual explanation is vague. Stripe might say the evidence "did not meet requirements" or that it "violated formatting rules." But there's rarely a clear example. Some merchants have had entire cases tossed out over small formatting issues like uploading a file that's one megabyte too large or submitting screenshots in the wrong order.
Even when the evidence seems solid, Stripe can deny it internally before the bank ever sees it. And you may not even know that's what happened unless you ask.
The Win Rate Isn't What You Think It Is
Stripe's reported "win rate" doesn't tell the full story. It only includes cases that actually get sent to the bank and judged. If your dispute was auto-denied or rejected for a technicality, it's excluded from those stats.
So, if Stripe tells you merchants have a 40% win rate, that doesn't mean you have a 40% chance of winning. It might just mean that 40% of the disputes that passed Stripe's filters were approved. That's a big difference, and it affects how you plan your defense.
Evidence Formatting Rules Are Stricter Than You'd Expect
Stripe has its own evidence rules. Some of these come from the card networks, but others are Stripe-specific. Miss one, and your submission could get auto-closed.
Examples include:
- Only PDF, JPG, or PNG formats
- No files larger than 8 MB
- Clear, numbered file names
- Strict timelines (usually 7 days)
Merchants who submit the right documents but slightly miss a rule often see their cases closed without warning. And once that happens, there's usually no way to reopen the case.
One Missed Dispute Can Trigger a Bigger Problem
If Stripe flags your account for too many chargebacks, or for disputes that seem "high risk", you may face higher fees, frozen payouts, or even account termination.
This can happen even if you're doing everything right. All it takes is a spike in disputes, a few lost cases, or one customer who knows how to game the system. Once Stripe considers your business risky, it's tough to get that trust back.
Merchants who've been through it say Stripe rarely explains these decisions. You might get a templated email or a warning in your dashboard. But if you ask for a review or try to appeal, the answer is usually final.
What Merchants Say About the Experience
Across forums and merchant threads, you'll find plenty of similar stories:
- "I uploaded everything. Shipping proof, email thread, signed terms. Still lost. No explanation."
- "Stripe said the file was too big. But I didn't know there was a size limit until after the case closed."
- "They said the customer 'didn't recognize the charge,' so they refunded it. But I had proof the customer used the service."
These aren't isolated cases. They show a pattern of automation, lack of transparency, and little room for nuance.
If You Use Stripe, Here's What to Watch For
1. Follow the evidence guidelines to the letter
Format, file size, document type—get it all right or risk an auto-denial.2.
2. Track every dispute
Don't assume the bank is seeing your case. Follow up if a decision comes unusually fast.
3. Respond immediately
You usually only get one shot. Submissions are final once sent.
4. Save customer communication
If there's ever a dispute, it might be your strongest defense.
5. Know when to escalate
If disputes keep coming and Stripe isn't helping, it may be time to look at third-party tools or switch platforms.
Final Thoughts
Stripe makes payments easy, but when it comes to disputes, ease doesn't equal clarity. What looks like a clean process often hides internal filters, automated decisions, and one-sided enforcement. If you're using Stripe, you need to be prepared because once a dispute hits, you may not get a second chance.
Chargebacks Aren't Fair. Your Tools Should Be.
If Stripe's system left you confused, ignored, or penalized for doing things right, you're not alone. At Chargeblast, we help merchants take back control of the dispute process. With real-time alerts, expert-guided evidence prep, and tools designed to catch fraud before it hits, we make sure you're not fighting blind. You shouldn't lose a case because of a file name. Let us help you stay ahead.
