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Why: Effectively manage disputes by providing clear evidence of member activity, helping you defend against chargebacks and maintain your revenue.
Navigate: App Station > Monetization > Dispute Evidence
Quick Start
Open the dispute in the Stripe Dashboard.
Copy the customer email and, if available, the charge date.
In App Station, go to Monetization > Dispute Evidence.
Paste the email and optionally enter the charge date.
Copy each labeled block into the corresponding Stripe evidence field.
Detailed Instructions
When a member disputes a charge, it's crucial to respond effectively using the evidence available in Member Kitchens. This guide will help you gather the necessary information to support your case.
Step-by-Step Process
Open the Dispute in Stripe: Start by accessing the Stripe Dashboard and locating the dispute you need to respond to.
Gather Member Information:
Copy the customer email from the dispute.
If the charge date is available, copy that as well. This can help narrow down the activity log to relevant events.
Access Dispute Evidence in App Station:
Navigate to Monetization > Dispute Evidence in your App Station.
Enter Member Email:
Paste the customer email into the designated field.
Optionally, enter the charge date to filter the activity log starting from the purchase date.
Copy Evidence Blocks:
You will see several labeled blocks containing relevant information. Copy each block into the corresponding fields in Stripe:
Customer email: This is the member's email.
Customer name: This includes the member's first and last name.
Product description: This describes the digital membership and any associated access levels or offer names.
Service date: This is the date of the earliest access grant through the last seen date.
Access activity log: This includes account creation, access grants, last login, and timestamps of content views (like recipes or courses).
Cancellation rebuttal: This shows the current subscription status and any recorded cancellation reasons.
Additional information: This is a brief narrative about the membership usage and cancellation status.
Use the Additional Information Feature: If you're pressed for time, you can click the Copy all button, which concatenates all the labeled blocks into the Additional information field in Stripe.
Important Notes
No Automatic Submission: This page does not submit the dispute to Stripe. You must manually submit the evidence in the Stripe Dashboard after copying the necessary information.
Verdict Guidance: The page provides a one-line verdict based on member activity. If there is post-charge activity or a later login, you should consider fighting the dispute. If there is no activity, it may be wise to consider accepting or refunding the charge.
Warning for No Subscriptions: If the member has no Stripe subscriptions linked to this account, a warning will appear. This usually indicates a mismatch in the email or that the member was billed on a different Stripe account.
Additional Considerations
Make sure to familiarize yourself with the various fields and their significance. Understanding how to effectively use this evidence can greatly enhance your chances of successfully disputing chargebacks.