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Visa 13.2: Cancelled Recurring Transaction
What it means: The cardholder says they cancelled a recurring charge / subscription but were still billed.
How to respond: Show the terms were agreed to, that no cancellation was received before the billing date, and any continued usage after the charge.
Stripe usually labels this dispute as: subscription_canceled (check the reason shown on your dispute — Stripe maps network codes to its own categories).
Evidence checklist
- Cancellation policy and subscription terms, and evidence the customer agreed to them at checkout
- Proof the subscription was not cancelled before the disputed billing date, or that the customer kept using it afterwards
- 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
- Receipt / invoice showing what was purchased, price, date and the customer's details
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.
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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.
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