No Show (SaaS) Chargebacks: Usage Logs & Win Rates

No show (SaaS) disputes claim the customer signed up but the service was never delivered or accessible. For SaaS businesses, success depends on usage logs and access documentation.

What “No Show (SaaS)” Means

This dispute occurs when:

A customer claims they never received access to the SaaS product
The service was inaccessible or didn’t work as expected
Onboarding emails weren’t received or were unclear
Customer couldn’t log in or activate their account

Key distinction: This is about access and delivery, not product quality.

Common Triggers

Access credentials not delivered (email went to spam)
Account activation issues (broken links, expired tokens)
Login problems (password reset failures, technical errors)
Unclear onboarding (customer didn’t know how to access)
Service downtime during trial period

How Banks Evaluate No-Show Claims

Issuers look for proof of access:

Account creation: Was account successfully created?
Access logs: Did customer log in or use the service?
Email delivery: Were access credentials sent and delivered?
Usage data: Any feature usage, downloads, or activity?

Default position: Banks side with cardholders without proof of access and usage.

Win Likelihood: Medium (40-60%)

Win probability: Medium

Evidence That Wins

✅ Login logs showing customer accessed the service
✅ Usage data (features used, pages viewed, actions taken)
✅ Email delivery confirmation for access credentials
✅ Account activity (profile updates, settings changes)
✅ Support interactions where customer asked product questions
✅ Download logs for desktop apps or resources

Evidence That Rarely Works

❌ “Account was created” without usage proof
❌ No login or activity logs
❌ Access emails sent but not delivered (spam)
❌ Technical issues preventing access
❌ No customer support interactions

Freeze Risk Assessment: Medium

Freeze risk: Medium

Why no-show disputes are moderately risky:

Pattern recognition: Multiple disputes signal onboarding problems
Customer experience: High rates indicate access issues
Preventable nature: Fixable through better onboarding

Critical thresholds:

3-5 disputes in 30 days: Monitoring begins
Dispute rate above 0.75%: Account freeze risk escalates

Prevention: Improve SaaS Onboarding

Access Delivery

Immediate access: Provide instant login after signup
Clear credentials: Send access instructions immediately
Multiple delivery: Email + in-app notifications
Spam-proof emails: Use authenticated domains, clear subject lines
Backup access: SMS or alternative delivery methods

Onboarding Experience

Welcome email: Clear “Get Started” instructions
Guided tour: In-app onboarding flow
Quick wins: Show value in first session
Support visibility: Easy access to help
Activation tracking: Monitor who hasn’t logged in

Usage Tracking

Login logs: Track every login with timestamp and IP
Feature usage: Monitor which features are accessed
Session duration: Track time spent in app
Action logs: Record key user actions
Email engagement: Track email opens and clicks

Clear Verdict: When to Fight vs. Refund

Fight Only If You Have:

✅ Login logs showing customer accessed the service
✅ Usage data proving customer used features
✅ Email delivery confirmation
✅ Account activity logs
✅ Low current dispute rate (less than 0.5%)

Refund Immediately If:

❌ No login or usage logs
❌ Technical issues prevented access
❌ Access emails went to spam
❌ Customer has valid claim of no access
❌ Already elevated dispute rate (greater than 0.75%)

Strategic refund: If onboarding failed, refund and fix the flow.

Response Timeline

You have 7-21 days to respond.

Action plan:

Day 1: Pull login and usage logs
Day 1-2: Check email delivery status
Day 2-3: Review account activity
Day 3-5: Build evidence package
Day 5-7: Submit via Stripe Dashboard

What to Submit If Fighting

Your evidence package should include:

Login logs: Timestamps, IP addresses, user agents
Usage data: Features accessed, actions taken
Email delivery: Confirmation of access credential delivery
Account activity: Profile updates, settings changes
Support interactions: Any customer questions about the product
Session data: Time spent in app, pages viewed

Format: PDF with login timeline and usage summary. Make it obvious the customer accessed and used the service.

Assess Your Dispute Risk (30 seconds)

Related guides: Services Not Provided • Product Not Received • When NOT to Fight