ChargebackKit
Evidence ChecklistShopify Payments

Shopify Payments Evidence Checklist

An evidence checklist for Shopify Payments disputes. Covers auto-collected evidence review, supplemental documentation, and Shopify-specific strategies for winning chargebacks.

Evidence Checklist (12 items)

  • 1Shopify order number and timeline
  • 2Auto-collected fulfillment data review
  • 3Supplemental tracking confirmation
  • 4Delivery photos or signature proof
  • 5Customer account history in Shopify
  • 6Shopify inbox communication logs
  • 7Product page screenshots
  • 8Store policy page URLs
  • 9Checkout policy acceptance proof
  • 10Additional transaction verification data
  • 11Customer satisfaction evidence
  • 12Related order history

Reviewing Shopify auto-evidence

Shopify automatically collects order details, customer information, and fulfillment data when a dispute is opened. Your first step should be reviewing this auto-collected evidence for accuracy and completeness. Incorrect auto-evidence can hurt your case more than missing evidence.

What Shopify misses

Shopify's auto-collection covers the basics but misses critical supplemental evidence. Customer communication outside of Shopify, delivery photos, signed receipts, and a compelling narrative must be added manually. The stores that win disputes consistently always supplement the auto-evidence.

Shopify policy documentation

Ensure your store has clearly visible refund, return, and cancellation policies linked from your checkout page. Shopify can reference these policies in disputes, but only if they exist and are accessible at the URLs listed in your store settings.

Timeline and deadlines

Shopify sends email notifications when disputes are opened and when deadlines approach. Do not wait for reminder emails. Check your Shopify admin regularly and respond as early as possible to give yourself time to gather strong evidence.

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Frequently Asked Questions

Does Shopify guarantee any dispute outcomes?↓
No. Shopify facilitates the evidence submission but the card network makes the final decision. Shopify cannot influence or guarantee the outcome of any dispute.
Can I edit Shopify auto-collected evidence?↓
You cannot edit the auto-collected fields, but you can add supplemental evidence and a narrative that provides context or corrections to the auto-collected data.
Should I contact the customer during a Shopify dispute?↓
You can try to resolve the issue directly with the customer. If the customer agrees to withdraw the dispute, they must contact their card issuer. Document any agreement in writing through Shopify's messaging system.

Related Templates

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Shopify Payments Response

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