Analyzing the evidence that helps businesses win “product not received” disputes

Stripe conducted an analysis of one million "product not received" disputes to identify factors that influence win rates, revealing that businesses submitting delivery confirmation evidence achieve significantly higher win rates. For businesses selling physical goods, including delivery confirmation, a GPS delivery map, and recipient signatures can boost win rates by 44 percentage points. Timing is crucial, as submitting evidence post-delivery confirmation increases success rates more than when packages are still in transit. Businesses selling digital goods benefit from providing digital activity logs, which improve win rates by 10 percentage points. Additionally, including proof of a refund issued through Stripe results in a 63 percentage point higher win rate, as this can be verified by issuing banks, unlike refunds processed through other channels. Stripe's Smart Disputes feature automates the creation of tailored evidence packets using AI and data-backed practices, allowing businesses to efficiently manage disputes without additional integration, ultimately increasing their chances of success.

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