A customer disputes a rental after the power bank has been returned. The operator can see a payment, but the reviewer needs to understand what service was offered, what occurred and why the amount was charged. A useful evidence packet connects those facts without hiding an uncertain device event behind a payment screenshot.
This procedure is for an authorized operator preparing a response, not a guarantee of winning a dispute or a substitute for the applicable network requirements. Start with the specific dispute reason and the actual deadline shown in Stripe.
Keep the US transaction identifiable
Stripe’s US regional guidance lists Reader M2 and requires USD Terminal transactions with the appropriate US receiving account and reader Location. CoreCharge’s matched US route uses M2 with the cabinet’s internal Android application and native Terminal SDK, not a WisePad 3 substituted from another market.
The operator purchases and registers the reader through its own local Stripe account. Stripe processes rental funds there; CoreCharge links payment results with orders, dispensing, return and rent calculation. A physical-card transaction does not justify promising immunity from disputes, and the permitted venue use remains a separate confirmation.
Open the packet with one factual chronology
Identify the station, order and payment reference. State the displayed tariff version, observed release, recorded return and final rental calculation in time order. Label a customer statement as reported, a system event as recorded and an unresolved gap as unknown. Do not manufacture a missing timestamp to make the sequence appear complete.
| Packet section | Relevant evidence | What it should explain |
|---|---|---|
| Service offered | Terms and price presentation from the rental time. | What the customer was shown. |
| Payment | Actual Stripe reference, currency, amount and status. | Which financial operation is disputed. |
| Bank release | Order-linked cabinet and unit events. | Whether the requested service began. |
| Return and rent | Return record, duration and applicable calculation. | How the final charge was reached. |
| Customer contact | Relevant support correspondence and any correction. | What was raised and how the operator responded. |
Preserve the terms that were actually shown
A current screenshot does not prove what an earlier customer saw. Retain the available tariff and interface version associated with the rental. If the historical display cannot be established, say so and ask the authorized reviewer how to proceed rather than presenting a recreated panel as original evidence.
Include relevant return and cancellation wording, not an indiscriminate document dump. If the disputed amount was corrected or partially refunded, connect that action to the same payment reference. Do not assume a later correction makes the original dispute disappear.
Make the evidence readable and specific
Stripe recommends relevant, concise and legible dispute evidence. Its response guidance provides a submission process and warns that a submitted response cannot simply be amended with extra files afterward. Review the complete packet before the authorized person submits it, using the requirements for the actual dispute category.
Do not claim that a release command proves the customer received a bank when the physical result remains uncertain. Investigate the difference. Likewise, a return record establishes part of the rental history; it does not by itself explain the customer authorization or every pricing term.
The US M2 acceptance guide helps establish useful equipment references. The order support-file method provides a structure for collecting factual events before selecting dispute evidence.
Assign response authority and record the outcome
Keep payment secrets, full card numbers and unrelated customer information out of the packet. The authorized Stripe account user decides the response and tracks the outcome; CoreCharge operating records can support that decision without promising automatic dispute handling.
Record submission and follow-up separately from any outcome. Review the CoreCharge reader-ready station route, or request a US rental-record and evidence walkthrough for your operating process.
References and project scope
Technical references checked on 17 October 2026. The operating procedures above are planning guidance; hardware, account access and payment settings are confirmed for each deployment.