What this reason means
Your client doesn't recognize this payment on their card statement.
This is handled the same way as a claim that the payment wasn't authorized, so the same documents help.
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.
How the lists are organized
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.
Documents to prepare
Most important
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.
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.
Only if you have them
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.
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.
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.
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.
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.
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.
Looking for a different dispute reason? See Preparing your documents for a payment dispute.