We know a payment dispute can be stressful, and we're here to help you through it. When a client disputes a payment, their bank gives a reason for the dispute, and the documents that help your case depend on that reason. This article explains which documents to prepare for each dispute reason, what each one should show, and where to find it.
You don't need to send every document. Please send the ones you have that fit what happened. A few clear, relevant documents help your case more than many unrelated ones.
What the headings mean
Most important: the documents that answer your client's claim. If you have them, please start with these.
Only if you have them: send these only if the situation happened or the record exists, for example if you refunded your client.
Helpful context: documents that support your case, but aren't enough on their own.
Other documents that can help: documents that can help in any dispute.
Your side of the story: a short written explanation in your own words. Please keep it factual, point to the documents you send, and if your client never contacted you before disputing, say so clearly.
Some documents only apply to how you coached your client. They're marked online coaching, in-person coaching, or booked sessions (sessions held by video call or in person). If a note doesn't match how you coached, you can skip that document.
Find your dispute reason
Product not received
Product not received
What it means: Your client says they didn't receive the coaching or services they paid for.
To win, your documents should show at least one of these:
Your client received the coaching or services, or they aren't due yet (for example, the start date is still ahead).
You already refunded your client.
Your client withdrew the dispute.
Most important
Client app access log (online coaching): Send a screenshot from Everfit showing when your client got access and when they logged in during the package.
Program content opened or used (online coaching): Send screenshots from Everfit showing which programs, workouts, meal plans, videos and check-ins your client opened or completed, and when. Hide any health details.
Coaching delivered for the package (online coaching): Send a dated list or screenshots of the programs, meal plans, check-in forms and other materials you sent your client for this package, in Everfit or by email. Names and dates only.
Session bookings (booked sessions, online or in person): Send your bookings for this package from Everfit or your booking tool: date, time, type, credits used and any confirmations or reminders sent. Add attendance records too, since a booking alone doesn't show your client came.
Session attendance records (booked sessions, online or in person): Send sign-in sheets, your client's signatures or attendance logs made at the time, showing they attended each session. Only your client's entries. If you checked their photo ID, add the ID type and name, or a copy with the number hidden.
Package and delivery terms: Send what your client was told they'd get and when: the package terms shown at checkout, or the agreement they signed with the sessions and schedule.
Only if you have them
Video-call log (online coaching): For video-call sessions, send a screenshot of your call history showing the date, start time and length of each call with your client. Not the recording.
Messages with your client: Send messages with your client, in Everfit or elsewhere, where they said they got their plan or attended, asked questions, reported a login problem, or rescheduled. Add notes of any phone calls. Hide any health details.
Refund terms: Send the refund terms for this package: what your client saw at checkout, or the refund rules in your own agreement or website terms.
Start date still ahead: If the program or first session hasn't started yet, send a screenshot showing the agreed start date, to show nothing was due yet.
Helpful context
Session notes (booked sessions, online or in person): Send the notes you wrote at each session showing what you covered and when, plus any reminders you sent. Hide any health details.
Your side of the story
Give a short delivery summary that points to the documents you send: when access started, what was delivered, and which sessions were held.
Subscription canceled
Subscription canceled
What it means: Your client says you kept charging them after they canceled their subscription.
To win, your documents should show at least one of these:
The subscription was still active, and your client knew about, but didn't follow, your cancellation steps.
You already refunded your client.
Your client withdrew the dispute.
Most important
Recurring package terms: Send the recurring billing terms your client agreed to, from the Everfit checkout or a contract they signed: price, how often they're charged and auto-renewal.
Cancellation terms: Send your cancellation terms as your client saw them, at checkout or on your own site: how to cancel and when it takes effect.
No cancellation on record: Send a screenshot from Everfit showing your client's package was still active and not canceled before the charge. Check your messages too, in case they asked you to cancel.
Digital use after the alleged cancellation (online coaching): Send screenshots from Everfit showing your client kept using the program after they say they canceled, such as logins (with the device and location where shown), workouts and check-ins, with dates.
Sessions after the alleged cancellation (booked sessions, online or in person): If your client came to sessions after they say they canceled, send the bookings from Everfit or your own tools, call logs or notes from those dates. Hide any health details.
Only if you have them
Refund terms for the recurring package: Send the refund terms for this recurring package, from the checkout or your own agreement, for example that renewals aren't refundable.
Client's billing controls in the app: Send a screenshot showing how your client could see upcoming charges and cancel in the app themselves.
In-app cancellation and its date: If your client canceled in Everfit, send a screenshot showing who canceled, when, and when it took effect, compared with the charge date.
Messages with your client: Send messages with your client, in Everfit or elsewhere, about canceling, any renewal reminders you sent, and sessions arranged after they say they canceled. Add notes of any phone calls. Hide any health details.
Refund on the disputed charge: If you refunded this charge before the dispute, in Everfit or another way like a bank transfer, send the refund record showing the date, amount and status. If it's still pending or failed, say so. Hide other transactions.
Replacement service already given: If you already gave your client something in place of what they're disputing, like a different package, extra sessions or more time, send the messages or records that show it. Hide any health details.
Coaching delivered before the charge: If you charge after coaching (for example, at the end of each month for that month's sessions), send your billing terms and a dated record of the coaching you gave before the charge. Hide any health details.
Your side of the story
Say whether the client ever asked to cancel, including verbally or in a session, and on what date.
Product unacceptable
Product unacceptable
What it means: Your client says what they received wasn't as described before they bought it, or wasn't up to standard.
To win, your documents should show at least one of these:
The package was described accurately before your client bought it.
What you delivered wasn't faulty or incomplete.
You already refunded your client.
Your client withdrew the dispute.
Most important
Package as advertised: Send how your package was presented when your client bought it: the Everfit package page and any of your own ads, website or posts, dated as close to the purchase as you can.
Coaching delivered for the package (online coaching): Send a dated list or screenshots of what you delivered for this package, in Everfit or by email, matched to what the package included. Titles and dates only.
Session records (booked sessions, online or in person): Send your session records for this package: bookings from Everfit, attendance, call logs or notes showing what you delivered and when. Hide any health details.
Messages with your client: Send messages with your client, in Everfit or elsewhere: when they said they got their plan or were happy with it, when they first raised a concern and your reply, any fix you offered, and any app or technical help you gave. Add notes of any phone calls. Hide any health details.
Client app access log (online coaching): Send a screenshot from Everfit showing when your client got access and when they logged in during the package.
Program content opened or used (online coaching): Send screenshots from Everfit showing which programs, workouts, meal plans, videos and check-ins your client opened or completed, and when. Hide any health details.
Session bookings (booked sessions, online or in person): Send your bookings for this package from Everfit or your booking tool: date, time, type, credits used and any confirmations or reminders sent. Add attendance records too, since a booking alone doesn't show your client came.
Session attendance records (booked sessions, online or in person): Send sign-in sheets, your client's signatures or attendance logs made at the time, showing they attended each session. Only your client's entries. If you checked their photo ID, add the ID type and name, or a copy with the number hidden.
Package and delivery terms: Send what your client was told they'd get and when: the package terms shown at checkout, or the agreement they signed with the sessions and schedule.
Recurring package terms: Send the recurring billing terms your client agreed to, from the Everfit checkout or a contract they signed: price, how often they're charged and auto-renewal.
Cancellation terms: Send your cancellation terms as your client saw them, at checkout or on your own site: how to cancel and when it takes effect.
No cancellation on record: Send a screenshot from Everfit showing your client's package was still active and not canceled before the charge. Check your messages too, in case they asked you to cancel.
Digital use after the alleged cancellation (online coaching): Send screenshots from Everfit showing your client kept using the program after they say they canceled, such as logins (with the device and location where shown), workouts and check-ins, with dates.
Sessions after the alleged cancellation (booked sessions, online or in person): If your client came to sessions after they say they canceled, send the bookings from Everfit or your own tools, call logs or notes from those dates. Hide any health details.
Only if you have them
Video-call log (online coaching): For video-call sessions, send a screenshot of your call history showing the date, start time and length of each call with your client. Not the recording.
Start date still ahead: If the program or first session hasn't started yet, send a screenshot showing the agreed start date, to show nothing was due yet.
Refund terms for the recurring package: Send the refund terms for this recurring package, from the checkout or your own agreement, for example that renewals aren't refundable.
Client's billing controls in the app: Send a screenshot showing how your client could see upcoming charges and cancel in the app themselves.
In-app cancellation and its date: If your client canceled in Everfit, send a screenshot showing who canceled, when, and when it took effect, compared with the charge date.
Refund on the disputed charge: If you refunded this charge before the dispute, in Everfit or another way like a bank transfer, send the refund record showing the date, amount and status. If it's still pending or failed, say so. Hide other transactions.
Replacement service already given: If you already gave your client something in place of what they're disputing, like a different package, extra sessions or more time, send the messages or records that show it. Hide any health details.
Coaching delivered before the charge: If you charge after coaching (for example, at the end of each month for that month's sessions), send your billing terms and a dated record of the coaching you gave before the charge. Hide any health details.
Cancellation terms and refund effect: If your client says canceling entitled them to a refund, send your cancellation terms and what refund or credit they give, if any.
Client's cancellation on record: If your client says canceling entitled them to a refund, send a screenshot from Everfit showing whether and when they canceled, compared with your refund or cancellation window.
Program use under the refund terms (online coaching): Send screenshots from Everfit showing when your client logged in and used the program, including any use after they canceled or asked for a refund.
Sessions and credits used (booked sessions, online or in person): Send the sessions booked and credits used for this package, from Everfit or your own booking, calendar or attendance records (including no-shows), including any after your client canceled or asked for a refund. Hide any health details.
Refund and cancellation clauses in a signed agreement: If your signed agreement has refund or cancellation terms, send those pages and the dated signature page. Hide any health questionnaire answers.
Helpful context
Client account access records (online coaching): Send a screenshot from Everfit showing when your client first got access and the dates they logged in.
Client's use of the program (online coaching): Send screenshots from Everfit showing your client kept using the program, like workouts, meal plans and check-ins, with dates. Hide any health details.
Refund terms: Send your refund terms, from the checkout or your own agreement or website, with the date your client accepted them.
Session notes (booked sessions, online or in person): Send the notes you wrote at each session showing what you covered and when, plus any reminders you sent. Hide any health details.
Whether a refund was owed: If no refund was owed, explain which term your client didn't meet and point to the documents that show it. Leave out any health reasons.
Your side of the story
Explain how what you delivered matched the package description, and any fix you offered.
Credit not processed
Credit not processed
What it means: Your client says they're owed a refund or credit, for example because they canceled or didn't fully use the package, and haven't received it.
To win, your documents should show at least one of these:
You already gave the refund your client was entitled to.
Your client wasn't entitled to a refund.
Your client withdrew the dispute.
Most important
Refund terms: Send the refund terms your client saw, at checkout or on your website, and show how they could contact you.
Only if you have them
Cancellation terms and refund effect: If your client says canceling entitled them to a refund, send your cancellation terms and what refund or credit they give, if any.
Client's cancellation on record: If your client says canceling entitled them to a refund, send a screenshot from Everfit showing whether and when they canceled, compared with your refund or cancellation window.
Messages with your client: Send messages with your client, in Everfit or elsewhere, about their refund request and your reply, and any messages confirming or rescheduling sessions. Add notes of any phone calls. Hide any health details.
Refund on the disputed charge: If you refunded your client, in Everfit or another way like a bank transfer, send the refund record showing the date, amount, reference and status. If it's still pending or failed, say so. Hide other transactions and account numbers.
Program use under the refund terms (online coaching): Send screenshots from Everfit showing when your client logged in and used the program, including any use after they canceled or asked for a refund.
Sessions and credits used (booked sessions, online or in person): Send the sessions booked and credits used for this package, from Everfit or your own booking, calendar or attendance records (including no-shows), including any after your client canceled or asked for a refund. Hide any health details.
Refund and cancellation clauses in a signed agreement: If your signed agreement has refund or cancellation terms, send those pages and the dated signature page. Hide any health questionnaire answers.
Signed agreement at that price: If your client signed an agreement with you, send the pages showing the price, billing schedule and date signed. Hide any health details.
Package page and checkout as shown: Send the package page, checkout and confirmation screen as your client saw them, showing the price and currency, and your website or posts if your client says the price there was different.
Billing terms: If the dispute depends on how billing works, send your billing terms from the checkout or your website: price, schedule, tax, currency and keeping a card up to date.
Helpful context
Whether a refund was owed: If no refund was owed, explain which term your client didn't meet and point to the documents that show it. Leave out any health reasons.
Your side of the story
Explain whether a refund was owed under the terms the client accepted, and why.
Fraudulent
Fraudulent
What it means: Your client says they didn't make or approve this payment.
To win, your documents should show at least one of these:
Your client, or someone they allowed, such as a family member, made the payment.
Your client's bank verified the payment with an extra security step (3D Secure). Everfit adds this for you.
You already refunded your client.
Your client withdrew the dispute or now recognizes the payment.
Only if you have them
In-person sessions delivered (in-person coaching): Send records showing you coached your client in person and when it started, like Everfit bookings, sign-in sheets, attendance logs or a signed contract. Only your client's entries, and hide any health details.
Video-call sessions after the purchase (online coaching): If you coached your client by video call after they paid, send your call history showing the date, start time and length of each call. Not the recording.
Signed client agreement: If your client signed an agreement or order form for this package, send it showing their name, signature, date, package and price. If you checked their photo ID, add the ID type and name, or a copy with the number hidden. Hide any health details.
Paid by family, household or another authorized person: If someone else paid for your client, like a family member or their employer, send a signed agreement naming them, or messages showing your client arranged the purchase.
Helpful context
Logins and account use after the purchase: Send screenshots from Everfit showing your client logged in (with the device and location where shown) and used the app after paying. This helps, but doesn't prove on its own that they made the payment.
Package session credits used after the purchase (booked sessions, online or in person): Send screenshots from Everfit of sessions your client booked with this package after paying. This helps, but doesn't prove on its own that they made the payment.
Messages with your client: Send messages with your client, in Everfit or elsewhere, where they mention buying the package or arrange sessions. Add notes of any phone calls. Hide any health details.
Your side of the story
Explain how you know the client made this purchase, such as the sessions they attended or messages they sent after paying.
Unrecognized
Unrecognized
What it means: Your client doesn't recognize this payment on their card statement.
To win, your documents should show at least one of these:
Your client, or someone they allowed, such as a family member, made the payment.
You already refunded your client.
Your client withdrew the dispute or now recognizes the payment.
This is handled the same way as a claim that the payment wasn't authorized, so the same documents help.
Only if you have them
In-person sessions delivered (in-person coaching): Send records showing you coached your client in person and when it started, like Everfit bookings, sign-in sheets, attendance logs or a signed contract. Only your client's entries, and hide any health details.
Video-call sessions after the purchase (online coaching): If you coached your client by video call after they paid, send your call history showing the date, start time and length of each call. Not the recording.
Signed client agreement: If your client signed an agreement or order form for this package, send it showing their name, signature, date, package and price. If you checked their photo ID, add the ID type and name, or a copy with the number hidden. Hide any health details.
Paid by family, household or another authorized person: If someone else paid for your client, like a family member or their employer, send a signed agreement naming them, or messages showing your client arranged the purchase.
Helpful context
Logins and account use after the purchase: Send screenshots from Everfit showing your client logged in (with the device and location where shown) and used the app after paying. This helps, but doesn't prove on its own that they made the payment.
Package session credits used after the purchase (booked sessions, online or in person): Send screenshots from Everfit of sessions your client booked with this package after paying. This helps, but doesn't prove on its own that they made the payment.
Messages with your client: Send messages with your client, in Everfit or elsewhere, where they mention buying the package or arrange sessions. Add notes of any phone calls. Hide any health details.
Your side of the story
Explain how you know the client made this purchase, such as the sessions they attended or messages they sent after paying.
Duplicate
Duplicate
What it means: Your client says they were charged more than once for the same package or service.
To win, your documents should show at least one of these:
Each payment was for a different package or service.
You already refunded your client.
Your client withdrew the dispute.
Only if you have them
What each payment unlocked (online coaching): If the two receipts look alike, send a screenshot from Everfit showing what each payment unlocked.
Sessions per payment (booked sessions, online or in person): If the two receipts look alike, send the sessions each payment covered, from Everfit or your own records.
Recurring payment terms: If the two charges are for different billing periods of a recurring package, send the recurring terms and show which period each charge paid for.
Refund of one of the two payments: If you refunded one of the two payments, in Everfit or another way, send the refund record showing the date, amount and which payment it was for. If it's still pending or failed, say so.
Coach's off-platform payment records: If your client says they paid you directly, send your invoice or records for this client, showing what each payment covered. Hide other clients' details.
Messages with your client: Send messages with your client, in Everfit or elsewhere, showing they knew about or asked for both purchases. Add notes of any phone calls. Hide any health details.
Signed agreement at that price: If your client signed an agreement with you, send the pages showing the price, billing schedule and date signed. Hide any health details.
Package page and checkout as shown: Send the package page, checkout and confirmation screen as your client saw them, showing the price and currency, and your website or posts if your client says the price there was different.
Billing terms: If the dispute depends on how billing works, send your billing terms from the checkout or your website: price, schedule, tax, currency and keeping a card up to date.
Your side of the story
Explain what each payment covered, such as a different package or billing period.
General
General
What it means: A general dispute without a specific reason.
How to approach it:
Ask your client why they disputed, then show documents for what they're actually unhappy about.
General disputes are often about the amount, so also add documents showing the price your client agreed to pay.
Most important
Refund terms: Send the refund terms your client saw, at checkout or on your website, and show how they could contact you.
Package as advertised: Send how your package was presented when your client bought it: the Everfit package page and any of your own ads, website or posts, dated as close to the purchase as you can.
Coaching delivered for the package (online coaching): Send a dated list or screenshots of what you delivered for this package, in Everfit or by email, matched to what the package included. Titles and dates only.
Session records (booked sessions, online or in person): Send your session records for this package: bookings from Everfit, attendance, call logs or notes showing what you delivered and when. Hide any health details.
Only if you have them
Signed agreement at that price: If your client signed an agreement with you, send the pages showing the price, billing schedule and date signed. Hide any health details.
Package page and checkout as shown: Send the package page, checkout and confirmation screen as your client saw them, showing the price and currency, and your website or posts if your client says the price there was different.
Billing terms: If the dispute depends on how billing works, send your billing terms from the checkout or your website: price, schedule, tax, currency and keeping a card up to date.
Messages with your client: Send messages with your client, in Everfit or elsewhere, about the price or the charge: what you agreed, any price change, and anything they asked before disputing and your reply. Add notes of any phone calls. Hide any health details.
What each payment unlocked (online coaching): If the two receipts look alike, send a screenshot from Everfit showing what each payment unlocked.
Sessions per payment (booked sessions, online or in person): If the two receipts look alike, send the sessions each payment covered, from Everfit or your own records.
Recurring payment terms: If the two charges are for different billing periods of a recurring package, send the recurring terms and show which period each charge paid for.
Refund of one of the two payments: If you refunded one of the two payments, in Everfit or another way, send the refund record showing the date, amount and which payment it was for. If it's still pending or failed, say so.
Coach's off-platform payment records: If your client says they paid you directly, send your invoice or records for this client, showing what each payment covered. Hide other clients' details.
Cancellation terms and refund effect: If your client says canceling entitled them to a refund, send your cancellation terms and what refund or credit they give, if any.
Client's cancellation on record: If your client says canceling entitled them to a refund, send a screenshot from Everfit showing whether and when they canceled, compared with your refund or cancellation window.
Refund on the disputed charge: If you refunded your client, in Everfit or another way like a bank transfer, send the refund record showing the date, amount, reference and status. If it's still pending or failed, say so. Hide other transactions and account numbers.
Program use under the refund terms (online coaching): Send screenshots from Everfit showing when your client logged in and used the program, including any use after they canceled or asked for a refund.
Sessions and credits used (booked sessions, online or in person): Send the sessions booked and credits used for this package, from Everfit or your own booking, calendar or attendance records (including no-shows), including any after your client canceled or asked for a refund. Hide any health details.
Refund and cancellation clauses in a signed agreement: If your signed agreement has refund or cancellation terms, send those pages and the dated signature page. Hide any health questionnaire answers.
In-person sessions delivered (in-person coaching): Send records showing you coached your client in person and when it started, like Everfit bookings, sign-in sheets, attendance logs or a signed contract. Only your client's entries, and hide any health details.
Video-call sessions after the purchase (online coaching): If you coached your client by video call after they paid, send your call history showing the date, start time and length of each call. Not the recording.
Signed client agreement: If your client signed an agreement or order form for this package, send it showing their name, signature, date, package and price. If you checked their photo ID, add the ID type and name, or a copy with the number hidden. Hide any health details.
Paid by family, household or another authorized person: If someone else paid for your client, like a family member or their employer, send a signed agreement naming them, or messages showing your client arranged the purchase.
Helpful context
Whether a refund was owed: If no refund was owed, explain which term your client didn't meet and point to the documents that show it. Leave out any health reasons.
Client account access records (online coaching): Send a screenshot from Everfit showing when your client first got access and the dates they logged in.
Client's use of the program (online coaching): Send screenshots from Everfit showing your client kept using the program, like workouts, meal plans and check-ins, with dates. Hide any health details.
Logins and account use after the purchase: Send screenshots from Everfit showing your client logged in (with the device and location where shown) and used the app after paying. This helps, but doesn't prove on its own that they made the payment.
Package session credits used after the purchase (booked sessions, online or in person): Send screenshots from Everfit of sessions your client booked with this package after paying. This helps, but doesn't prove on its own that they made the payment.
Your side of the story
Say what the client told you about the charge and how the amount was agreed.
Other documents that can help
Other documents that can help
These can help with any dispute reason, so please send them if you have them.
Package description: Send how your package was described when your client bought it: the Everfit package page (name, price, what's included, any live sessions) and anything you posted elsewhere, like your website. Use a version from the purchase date if you have one. For Product unacceptable and General, please use the matching document in that reason's list instead.
Signed coaching agreement: If your client signed a contract, waiver or intake form outside Everfit, send the pages showing the agreed terms, their signature and the date. Hide any health details.
Refund or compensation given before the dispute: If you refunded your client before the dispute, in Everfit or another way, or gave them something in place of what they paid for, send the refund record or the messages that show it. If a refund is still pending or failed, say so. Hide unrelated transactions. For Subscription canceled, Credit not processed and Duplicate, please use the matching document in that reason's list instead.
Client withdrew the dispute: If your client has withdrawn the dispute, send their message or proof, like their bank's confirmation email or a screenshot of their statement. You should still submit your other documents. Hide unrelated account details.
Document requirements
Your client's bank only reviews documents that meet these requirements, so please check your files before you send them:
File types: PDF, JPG or PNG only.
Size: all your files together must be 4.5 MB or smaller.
Pages: the limit depends on your client's card: 19 pages or fewer for some cards, fewer than 50 for others. We'll let you know the limit for your dispute.
Layout: US Letter or A4 pages in portrait, with text at 12 pt or larger. Please make sure every page is easy to read.
Screenshots: crop them to what matters, and point it out with bold text, callouts or arrows rather than color highlighting.
Audio, video and links: banks don't open these, so please send a screenshot or a short written summary instead.
Privacy: send only the relevant part of a conversation or log, with dates and who took part, and please hide any health details, such as diagnoses or medical history.
A few things to keep in mind
Documents can be submitted only once and can't be changed afterward, so please make sure everything you want to include is ready.
Sending sufficient and appropriate documents may increase the chances of winning the dispute, but it does not guarantee it.
We'll help review your documents and submit them to Stripe, and Stripe will forward them to your client's bank. The final decision rests with your client's bank, which reviews your documents and decides the outcome. Neither Everfit nor Stripe decides the dispute outcome.
We're here to help
If you're not sure which documents to send, or have any questions about a dispute, please contact our Customer Support team at support@everfit.io. We're happy to help.