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Discover AA: Does Not Recognize

What it means: The cardholder does not recognize the charge on their statement.

How to respond: Help the issuer connect the charge to your business and the customer: descriptor, order details, and delivery/usage.

Stripe usually labels this dispute as: unrecognized (check the reason shown on your dispute — Stripe maps network codes to its own categories).

Evidence checklist

• Your statement descriptor and how it relates to your business name/website (customers often dispute charges they do not recognize)
• Receipt / invoice showing what was purchased, price, date and the customer's details
• Shipping documentation: carrier, tracking number, delivery date and delivery address matching the address on the order
• For digital goods / SaaS: access or download logs showing the customer logged in or used the service after purchase
• Customer communication (emails, chat, support tickets) — especially anything where the customer acknowledges the order or the product
• IP address, device / browser details and timestamps of the order, and how they match the customer's past activity

Tips

• Address the specific reason code — a generic letter that argues the wrong issue is a common reason responses fail.
• Submit before the evidence due date shown in your Stripe/Shopify dashboard; most processors allow one submission.
• Keep it factual and concise; label each exhibit.
• If the customer is right, accepting the dispute or refunding may cost less than fighting it.

DisputeDesk provides general information and document preparation help. It is not legal advice, and we do not guarantee any dispute outcome — the card issuer decides. Reason-code names and rules change; always check the dispute details in your Stripe or Shopify dashboard and the card network's current rules.
DisputeDesk is operated by Avenbridge Technology Limited (Hong Kong). Privacy