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- Confirm whether Shopify Payments or another provider processed the order.
- Use the exact case deadline and your store’s regional fee terms.
- Review available evidence and order-level protection eligibility.
- Reconcile refunds and track recovery separately from dispute rates.
A Shopify chargeback is a card-payment dispute raised through the cardholder’s bank against a purchase from your store. When the payment used Shopify Payments, you review the case and prepare the response in the Shopify admin; a third-party payment provider may use a different workflow.
Check the Payment Provider and Case Type
Shopify supports the merchant’s dispute workflow, while the cardholder’s bank evaluates the case. An inquiry asks for information without immediately removing the disputed funds. A formal chargeback involves a debit and may include a fee. Some eligible events resolve automatically through network resolution programs.
See Shopify’s chargeback and inquiry overview for the distinction. If another provider processed the payment, check that provider’s instructions rather than assuming the Shopify Payments process applies.
Use the Current Deadline and Fee Schedule
| Item | Reference | Action |
|---|---|---|
| Délai de réponse | Usually 7–21 days in Shopify’s documentation | Use the exact deadline displayed for your case |
| Issuer review | Can take up to 75 days after submission | Monitor the case rather than promising a resolution date |
| US chargeback fee | $15 USD in Shopify’s published country table | Confirm your store’s country and current terms |
| Fee treatment after a win | Shopify’s overview notes country or regional differences | Reconcile the actual fee adjustment |
| Décision finale | Shopify describes the bank’s decision as final | Do not promise an appeal or additional evidence after the decision |
The timing and fee examples come from Shopify’s response and country-fee guide. They are not a universal deadline or fee for every provider operating on a Shopify store.
Review the Available Evidence Before It Is Sent
Shopify Payments can populate available data and send a response on the due date. Review the case early so missing context can be added. Check the actual submission status rather than assuming that a case was lost because you did not submit it manually.
Use the dispute reason to select records:
- For a delivery complaint, connect the shipment, delivery address, and promised delivery date to the order.
- For digital goods, distinguish provisioned access from actual use and retain relevant timestamps.
- For cancellation disputes, reconcile the request date, effective cancellation, and subsequent billing.
- For duplicate or refund complaints, compare payment IDs, amounts, and completed credits.
- For unauthorized-payment claims, review authentication and transaction context without claiming that a single signal proves identity.
Use the reason-code guide and evidence standardization checklist to organize records. The process guide helps assign owners and confirm submission.
Check Shopify Protect on the Actual Order
Shopify Protect supports eligible fraudulent and unrecognized chargebacks on qualifying orders. Check the protection status and the current order-protection requirements before assuming coverage. Fulfillment and other conditions matter; coverage does not replace preparation for every dispute type.
The chargeback protection guide explains how to separate transaction eligibility from broader dispute management.
Handle Refunds and Withdrawals Through the Case Workflow
If a customer says they withdrew the chargeback, follow Shopify’s withdrawal instructions and submit the required bank documentation while the case remains active. A customer message alone does not establish that the case closed.
Review refund and chargeback differences before initiating another credit. Reconcile existing refunds and the disputed amount so different teams do not reimburse the same payment twice.
Measure Prevention Separately From Recovery
Winning a dispute recovers funds but does not remove the filed dispute from your chargeback rate. Shopify distinguishes standard reporting from an NDRP-inclusive rate that also includes network-resolved disputes. Check the metric’s definition before assuming that every early resolution is excluded from account monitoring.
Use prevention controls to address recurring causes and alert workflows for eligible early resolutions. Track unresolved cases, submission failures, and customer service problems alongside recovered funds.
Choose the Shopify lifecycle task or evidence task
Use this guide to identify the case stage, payment-provider route, outcome, and applicable protection. When the operational question is which order records to review before a submission, continue to the Shopify dispute evidence checklist. Keep a separate finance record for the disputed amount, fees, credits, and any earlier refund.
A Shopify storefront does not establish that Shopify Payments processed every order. Confirm the payment provider and the case notice before assigning a response. An inquiry and a filed chargeback also require different case-stage decisions; retain the notice and final submission or resolution status.
Continue learning: Payment platforms
Use Payment Platform Disputes: Stripe, Shopify, and PayPal Guides to choose the next merchant task in this topic.
- Shopify Dispute Evidence: Review Your Submission: Reviewing Shopify order evidence before a dispute submission.
- Stripe Chargebacks: Reconcile Balances, Fees and Recovery: Stripe chargeback balance reconciliation, fees, and outcome credits.
Foire aux questions
Does Shopify decide chargeback outcomes?
Shopify supports the merchant response workflow. The cardholder’s bank evaluates the chargeback and Shopify cannot overturn its final decision.
Does Shopify submit available evidence automatically?
For Shopify Payments, available information can be populated and submitted on the due date. Review the case early and add relevant missing evidence before the deadline.
Is the Shopify chargeback fee always refunded after a win?
Fee treatment can depend on country or region, as Shopify’s overview notes. Check the terms for your store and reconcile the actual balance adjustment.
Does winning a Shopify chargeback reduce the filed-dispute count?
Winning a Shopify chargeback does not remove the filed dispute from the chargeback rate. Measure recovered funds separately from dispute incidence.
rétrofacturation?
Ce n'est plus votre problème.
Récupérez 4 fois plus d'rétrofacturation s et PRÉVENTION jusqu'à 90 % des messages entrants, grâce à l'IA et à un réseau mondial de 20 000 commerçants.
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