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Answer "I cancelled" disputes with the records you already keep
Recurring billing draws more disputes than one-off sales. Most turn on three facts: what the member agreed to at signup, whether and when they asked to cancel, and whether they kept using what they paid for.
The disputes you'll see most, and what answers them
The member says they cancelled and were charged anyway.
What answers it
- The recurring terms they accepted at signup: price, interval, and how to cancel
- Your cancellation records, showing no request before the charge
- Logins or use after the disputed charge
- The renewal reminder you sent, for trials and introductory offers
When accepting is the better choice
They cancelled before the charge and were billed anyway, or a trial converted with no reminder.
The member doesn't recognize the charge, often an annual renewal.
What answers it
- How the name on their statement links to your brand and website
- Their subscription history and earlier undisputed payments
- The renewal receipt sent to their email
When accepting is the better choice
You can't link the charge to a known member.
The cardholder says they didn't sign up at all.
What answers it
- 3D Secure authentication, if the payment used it
- Earlier payments and logins from the same account, IP address, or device
- Activity tying the account to the cardholder's email
When accepting is the better choice
Nothing links the account to the cardholder, or you suspect real fraud.
Questions
A member says they cancelled, but we have no record of it. Can I respond?
Yes. Show the recurring terms they accepted at signup, your cancellation records with no request before the charge, and their use after the charge. If they did ask to cancel before the charge and were billed anyway, accepting is usually the better choice.
Do I need to remind members before a renewal?
For free trials and introductory offers, Visa and Mastercard expect a reminder before the first full charge, with a way to cancel online. Without one, a cancellation dispute after a trial is hard to win.
How is this different from Stripe's Smart Disputes?
Smart Disputes builds a response from data Stripe already holds and charges 30% of the disputed amount when you win. Upheld asks for the evidence that lives outside Stripe, such as cancellation records, logins, and renewal reminders, shows you every sentence before anything is sent, and charges a flat price per submitted dispute.
Does a won dispute still count against my account?
Yes. A dispute counts toward your dispute rate with Stripe and the card networks whether you win or lose, so preventing disputes matters as much as winning them.
Will Upheld send anything to the bank without my approval?
No. You read every sentence of the response, with the source of each fact beside it, and nothing is submitted until you approve it. With the free tool, you copy the draft and submit it yourself.
Have a dispute open now?
Get a draft built only from your answers, the evidence to attach, and an honest read on whether it's worth fighting. No sign-up.
Draft a free response