Shopify Payments Disputes
Shopify Chargeback Evidence: What to Submit and How to Win
When a customer disputes a charge through Shopify Payments, you need structured evidence that addresses the specific reason code. Here is what to submit and how to format it.
Build My Evidence Pack — $19What Shopify Payments Requires
Shopify Payments forwards your evidence to the card network (Visa, Mastercard, Amex). The card network — not Shopify — makes the final decision.
| Evidence Type | What It Proves | Priority |
|---|---|---|
| Shipping & Tracking | Order was shipped and delivered to the customer | Critical |
| Customer Communication | Buyer acknowledged order, delivery, or satisfaction | Critical |
| Billing Statement Descriptor | Charge description matches what customer expected | High |
| Refund/Cancellation Policy | Customer agreed to store policies at checkout | High |
| Order Confirmation | Customer received confirmation of their purchase | High |
| Product Description | Item delivered matches the product listing | High |
| Customer IP & Geolocation | Purchase originated from customer location | Medium |
| Previous Order History | Customer has a pattern of legitimate purchases | Medium |
Shopify Dispute Categories
Each category requires a different evidence strategy.
Fraudulent
Cardholder claims they did not authorize the charge.
Key: AVS/CVV match, IP geolocation, and prior purchase history are your strongest evidence. Shopify Payments records these automatically.
- AVS/CVV verification records
- IP address and device fingerprint
- Delivery confirmation to billing address
- Prior successful orders from same customer
Product Not Received
Customer claims the order was never delivered.
Key: Tracking with delivery confirmation to the shipping address on the order. For orders over $750, signature confirmation.
- Carrier tracking number with delivery status
- Delivery confirmation with date and address
- Shipping notification email sent to customer
- Proof of fulfillment from Shopify admin
Product Unacceptable
Customer claims the product was defective or not as described.
Key: Original product listing, customer communication, and your return/refund policy are critical.
- Product listing screenshots with description and images
- Return/refund policy shown at checkout
- Customer communication before and after delivery
- Proof of any replacement or partial refund offered
Subscription Cancelled
Customer claims they cancelled a recurring subscription.
Key: Proof that no cancellation request was received and the customer continued using the service after the charge.
- Subscription terms accepted at signup
- Cancellation policy with instructions
- Login/usage logs after the charge date
- No cancellation request on file
Step by Step: How to Respond
Review the dispute in Shopify admin
Navigate to Orders, find the disputed order, and review the chargeback details. Shopify shows the reason code, amount, and response deadline.
Understand inquiry vs chargeback
An inquiry is a pre-chargeback information request. Responding to inquiries can prevent chargebacks entirely. A chargeback is a formal dispute with funds already debited.
Gather evidence from Shopify
Shopify automatically collects some evidence (AVS/CVV results, IP address, order timeline). Supplement this with shipping proof, customer emails, and policy screenshots.
Build your evidence pack
Organize all evidence into a structured response. ChargebackKit formats this for the specific dispute type and card network reviewing your case.
Submit your response
Upload your evidence pack through the Shopify admin dispute response form. Add a clear, concise rebuttal statement. Shopify forwards this to the card network.
Respond to inquiries immediately
Shopify Payments sends inquiry notifications before some chargebacks. Responding to an inquiry with strong evidence can prevent the dispute from escalating to a chargeback entirely. Treat every inquiry as urgent — you have the same 7-day response window.
Frequently Asked Questions
How long do I have to respond to a Shopify chargeback?↓
What is the difference between a Shopify inquiry and a chargeback?↓
Does Shopify automatically submit evidence?↓
What is the Shopify chargeback fee?↓
Win your Shopify dispute
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