Anyone actually winning Visa 13.2 "Subscription Canceled" chargebacks? 0% win rate here.
Running a B2C SaaS, Stripe for billing. My biggest chargeback category by far is Visa 13.2 (subscription_canceled) - customer claims they canceled but we kept billing them. Totally sucks because it is very obviously not the case most of the time, just someone being cute with refunds.
We're submitting what feels like solid evidence packages: system logs showing no cancellation attempt before the charge, cancel event logs with timestamps and IPs, full payment history showing months of successful payments, usage logs showing active product use right up to the dispute, Gmail search showing zero support contact, and TOS with auto-renewal + non-refundable clauses.
Still losing every single one.
A couple things I'm trying to figure out:
Has anyone actually won a 13.2? What evidence made the difference? Starting to wonder if the category is just unwinnable for online SaaS.
We got a representment denied once because the bank said our recurring billing terms weren't "separate and distinct" from our general TOS. We've since built out a dedicated recurring billing section in our terms (cancellation procedures, billing disclosures, chargeback policy, etc.) but it's still within the same TOS page, not a separate URL. Anyone know if that actually matters or if a clearly separated section is enough?
For those who send cancellation confirmation emails - has using the ESP send log (showing no email was triggered = no cancellation happened) actually moved the needle with banks?
Anyone have luck with the "customer viewed the cancel page but didn't cancel" angle? We log every interaction with the cancellation flow and can show customers who looked at the cancel page months before the dispute but chose not to cancel until after being charged.
Would love to hear what's actually working. Most of the advice I've found online is just restating Stripe's docs which clearly isn't enough.