Stripe disputes for SaaS and digital goods companies

Without a physical product, product not received and subscription canceled dominate the picture. Both get resolved the same fundamental way: proving whether the customer actually had, or didn't have, access to what they paid for.

Where a physical goods dispute rests on delivery confirmation, a digital one rests on access. Login timestamps, download records, and API or session activity after the purchase date directly answer the claim that a customer never received anything.

The strongest evidence here is usually usage after the disputed charge date: a customer who logged in and used the product after the date they claim to have canceled has a hard claim to sustain. Pair that with a timestamped cancellation record, or the clear absence of one, and the case is usually straightforward.

The evidence that matters most for SaaS disputes: access activity logs (logins, downloads, sessions), service documentation confirming when access was granted, and customer communication referencing actual use of the product. Specificity matters here just as much as it does for shipping evidence: a login timestamp two days after a disputed charge is a much stronger fact than a vague statement that the account was active.

A meaningful share of subscription canceled disputes trace back to a cancellation flow that's hard to find or complete, not a merchant doing anything wrong. If this reason code recurs often, it's worth treating as a product signal, not just a dispute pattern.