Shopify Payments Dispute Response Template

Evidence Checklist (8 items)

When to use this template

Use this template when Shopify notifies you of a chargeback on a Shopify Payments transaction. Shopify automatically collects some evidence from your store, but winning disputes requires supplementing that with a strong rebuttal narrative and additional proof.

How Shopify Payments disputes work

Shopify Payments disputes are processed through Stripe (Shopify's payment processor). When a chargeback is filed, Shopify automatically gathers order details, fulfillment data, and customer information. You have a limited window to review this evidence, add supplemental materials, and submit your response through the Shopify admin.

Supplementing Shopify auto-evidence

While Shopify collects basic order and fulfillment data automatically, this alone rarely wins disputes. Add a clear rebuttal narrative, delivery photos, customer communication showing the product was received and satisfactory, and screenshots of your store policies. The narrative should directly address the specific reason code.

Shopify-specific tips

Use Shopify's built-in dispute response form rather than trying to contact the card network directly. Ensure your store policies are clearly linked in your checkout flow, as Shopify can reference these automatically. Keep your fulfillment data up to date since Shopify pulls this information when building your case.

Frequently Asked Questions

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