Questions merchants actually ask
Answers cite the processor documentation they come from.
What can I do free, and what needs a plan?
Every new account gets one complete case free: upload, reading, the platform’s decision points, the evidence check, the statement, the attachment pack and the review PDF. After that, free accounts can run three diagnoses a month (upload, reading and evidence check) but generating the statement and pack needs a plan or a single-case credit. The free case is per person, not per account: material already processed under another account is stopped before reading.
Will the platform accept what you generate?
Nobody can promise that, and we do not. What we do: the evidence check is written against what each platform and the courts actually require for that dispute type — for “item not received” on Pinduoduo, for example, a carrier scan is not enough; you need the buyer’s own signature or their consent to a locker or proxy. Every gap is shown before you generate, with the rule it comes from, so you know what you are filing on.
快递市场管理办法 第二十八条Does Rebuti submit the evidence for me?
Never automatically. You normally file the production dispute yourself. An optional Stripe live path remains off unless a server feature gate and exact user-and-account allowlist permit its rk_live_ key; it rechecks the dispute and frozen pack, runs a fresh dry run, and requires dispute-specific confirmation before submit=true.
docs.stripe.com/api/disputes/updateWhat win rate should I expect?
We do not publish one and you should be sceptical of anyone who does. Stripe describes overturning a dispute as difficult even with strong evidence, and outcomes depend on the network, the reason code and the issuer. What we can promise is that everything in your pack is traceable to a record you hold.
docs.stripe.com/disputes/best-practicesIs there a standard Visa/Mastercard evidence PDF you generate?
There is no such document. Requirements differ by network, by reason code and by whether you sold a physical product, a digital product or an offline service — Stripe publishes a different recommended field set for each combination. The checklist follows those published sets and cites them in the pack.
docs.stripe.com/disputes/categoriesMy store never recorded the checkout IP. Can you fill it in?
No, and that is the point. An IP address, a delivery signature or a terms-acceptance timestamp that was never captured cannot be reconstructed afterwards. The pack lists the field as missing, says why it matters, and leaves it to you to decide whether to proceed.
I use Stripe. Does it already do this?
Stripe Smart Disputes assembles and submits an evidence packet, charging 30% of the disputed amount on each win, and it auto-submits by default if you do nothing. That is genuinely convenient. The trade-offs are the percentage on large disputes, and that Stripe states you remain responsible for the accuracy of data it assembled. Check `submission_count` on your dispute before filing anything — if Stripe already submitted, your one chance is gone.
stripe.com/pricingWhat are the file limits I need to respect?
For Stripe: PDF, JPEG and PNG only; 4.5 MB combined across all attachments; under 50 pages combined, and 19 pages when the network is Mastercard; one file per evidence type; 20,000 characters on each documented text field and 150,000 across all of them. The workspace meters these live and the pack prints where you stand against each one.
docs.stripe.com/disputes/best-practicesWhat access do you need to my Stripe account?
For importing, use a restricted key with read access to Disputes, Charges and Customers; every import call is a GET. Submission uses a separate restricted key with Disputes read/write and Files write. Test mode accepts rk_test_; live mode accepts rk_live_ only for an explicitly allowlisted user-and-account pair. Full sk_ keys are rejected. Stored credentials are encrypted with AES-256-GCM.
Is the pack written by AI?
The pack itself is not — it is assembled deterministically from your records, with no model involved. On the Pro plan you can additionally have a rebuttal statement drafted from the evidence ledger; that statement is labelled with the model that wrote it, both in the app and inside the PDF, and it is yours to review and edit before anything is filed.
Can I get a refund?
Case credits are refundable while unused — write to us and we reverse them to the original payment method. A 30-day plan on which no case has been generated can be refunded the same way. Card subscriptions can be cancelled any time and stay active until the end of the paid month.