Access activity as evidence: what the networks and processors say

Any server or activity logs showing proof that the customer accessed or downloaded the purchased digital product. This information should include IP addresses, corresponding timestamps, and any detailed recorded activity.

Stripe API reference, Dispute object, access_activity_log · Accessed 22 September 2026

The combined character count for all text-based evidence field submissions is limited to 150,000.

Stripe, disputes API guide · Accessed 22 September 2026

Stripe automatically puts the evidence you provide into a format accepted by the issuing bank and submits it for consideration.

Stripe, responding to disputes · Accessed 22 September 2026

Server or activity logs showing proof that the customer accessed or downloaded the purchased digital product after they made the payment. This should ideally include IP addresses, corresponding timestamps, and any detailed recorded activity.

Stripe, reason code categories, Fraudulent, digital product · Accessed 27 September 2026

If your business provides digital goods, include evidence such as an IP address or system log proving the customer downloaded the content or used your software or service.

Stripe, dispute best practices · Accessed 22 September 2026

For an Electronic Commerce Transaction representing the sale of digital goods downloaded from a Merchant's website or application, description of the merchandise or services successfully downloaded, the date and time such merchandise or services were downloaded, and 2 or more of the following:

• Purchaser's IP address and the device geographical location at the date and time of the Transaction
• Device ID number and name of device (if available)
• Purchaser's name and email address linked to the customer profile held by the Merchant
• Evidence that the profile set up by the purchaser on the Merchant's website or application was accessed by the purchaser and has been successfully verified by the Merchant before the Transaction Date
• Evidence that the Merchant's website or application was accessed by the Cardholder for merchandise or services on or after the Transaction Date
• Evidence that the same device and Card used in the disputed Transaction were used in any previous Transaction that was not disputed

Visa, Dispute Management Guidelines for Visa Merchants, June 2024, compelling evidence for Condition 10.4, item 4, p. 52

Evidence that 3 or more of the following had been used in an undisputed Transaction: Customer account/login ID, Delivery address, Device ID/device fingerprint, Email address, IP address, Telephone number

Visa, Dispute Management Guidelines for Visa Merchants, June 2024, compelling evidence for Condition 10.4, item 10, p. 54

device ID, device fingerprint or the IP address and an additional one or more data elements (Customer account/login ID, Full delivery address, device ID, device fingerprint, or the IP address).

Visa, Dispute Management Guidelines for Visa Merchants, June 2024, Compelling Evidence 3.0, p. 23

At least two of the core data elements (User ID, IP Address, Shipping Address, Device ID / Fingerprint) match between prior transactions and the disputed transaction, and one of the two must be either the IP address or Device ID / Fingerprint.

Visa, Compelling Evidence 3.0 Merchant Readiness, March 2023

The transactions must be at least 120 days* old but no older than 365 days (calculated from the dispute date).

Visa, Compelling Evidence 3.0 Merchant Readiness, March 2023

Proof of customer purchase or usage history

Mastercard, How can merchants dispute credit card chargebacks?, 24 January 2024

IP address of customer's purchase device for online transactions, along with exact time and date of purchase

Mastercard, How can merchants dispute credit card chargebacks?, 24 January 2024

Geographic location of the device

Mastercard, How can merchants dispute credit card chargebacks?, 24 January 2024

Access logs: Records showing the customer logged in, downloaded, or used the product.

Shopify Help, Responding to chargebacks and inquiries · Accessed 22 September 2026

Usage timestamps: When and how the customer accessed the digital product.

Shopify Help, Responding to chargebacks and inquiries · Accessed 22 September 2026

The activity logs associated with the dispute evidence.

Shopify Admin API, Dispute Evidence, access_activity_log · Accessed 22 September 2026

Evidence of merchant website or app access

Braintree, Evidence Requirements, MERCHANT_WEBSITE_OR_APP_ACCESS · Accessed 22 September 2026

Evidence of a profile setup or app access

Braintree, Evidence Requirements, PROFILE_SETUP_OR_APP_ACCESS · Accessed 22 September 2026

Proof that the customer is in possession of and/or using the merchandise

Braintree, Evidence Requirements, PROOF_OF_POSSESSION_OR_USAGE · Accessed 22 September 2026

The date and time the digital goods were downloaded

Braintree, Evidence Requirements, DOWNLOAD_DATE_TIME · Accessed 22 September 2026

The latitude and longitude location of the device that downloaded the digital goods

Braintree, Evidence Requirements, GEOGRAPHICAL_LOCATION · Accessed 22 September 2026

Description of the digital goods and the date and time they were purchased and downloaded.

Adyen, Dispute reason codes and defense requirements · Accessed 22 September 2026

The cardholder's IP address and the geographical location of the device at the time of the transaction.

Adyen, Dispute reason codes and defense requirements · Accessed 22 September 2026

Proof that the Card Member's IP address at the time of purchase matches the IP address where the digital goods were downloaded

American Express, Compelling Evidence, 2017 · Accessed 22 September 2026