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rétrofacturation?
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- Identify whether a Shopify case is an inquiry, a chargeback, or a third-party provider dispute.
- Shopify Payments automatically submits available evidence on the due date; review and enrich it beforehand.
- Match documents to the actual allegation and retain submission confirmation.
- Check refunds, withdrawals, and Shopify Protect eligibility as separate case tasks.
This guide covers the merchant evidence-review task for a Shopify dispute. It explains what to check in the order and case records before submission. For the chargeback and inquiry lifecycle, use the Shopify chargeback guide.
A Shopify dispute is a payment complaint that can appear as an inquiry or chargeback, depending on the payment provider and card network. For Shopify Payments, merchants manage the response in Shopify admin, while the card issuer decides the outcome.
Shopify provides order and payment records that help you assemble a response. Start by identifying the provider and case type, then check the evidence before its submission deadline. For funds and fees, see Shopify chargebacks.
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Distinguish an Inquiry From a Chargeback
| Case type | What changes? | Your next action |
|---|---|---|
| Demande de renseignements | The issuer requests information; disputed funds have not been taken at this stage. | Answer the request and monitor for escalation. |
| Rétrofacturation | The disputed amount and applicable fee are debited. | Review the reason and decide whether to accept or challenge. |
| Third-party provider case | The response may be handled outside Shopify admin. | Follow that provider’s case instructions and deadline. |
Shopify’s chargeback process guide explains the workflow. Treat a later chargeback as a new response task even if your team already answered an inquiry.
Review the Evidence Before Automatic Submission
For Shopify Payments, Shopify automatically collects available evidence and submits it on the due date. You can add relevant evidence and submit earlier. Do not assume that doing nothing guarantees an automatic loss, or that the automatically available records fully answer the buyer’s claim. See Shopify’s resolution instructions. For Shopify’s network-level program, see our guide to the Shopify Network Dispute Resolution Program (NDRP).
- Open and assign the case
Open the disputed order and record the claim, amount, deadline, and owner.
- Read the buyer’s allegation
Read the buyer’s allegation before choosing attachments.
- Check prefilled evidence
Check automatically populated details against the order and payment records.
- Add missing relevant records
Add missing customer communications, fulfillment records, or cancellation details.
- Review and confirm submission
Review the complete response before early submission and retain the confirmation.
Give each case a single owner even when support, fulfillment, and finance all contribute. Use standard evidence categories so staff can locate documents without sending a generic packet for every claim.
Choose Documents by Dispute Reason
| Allégation | Useful records | Common gap |
|---|---|---|
| Non reçu | Promised delivery date, tracking, destination, and delivery record. | Tracking belongs to another shipment or does not show the disputed item. |
| Ne correspond pas à la description | Purchase-time listing, variant, complaint, and resolution offer. | Current listing differs from the version the customer saw. |
| Unauthorized | Available authentication, order, account, and customer records. | Delivery is presented as the only proof of authorization. |
| Crédit non traité | Refund date, amount, and processor reference. | A support promise is mistaken for a completed refund. |
Use the detailed guides for nonreceipt and not-as-described disputes when those are the actual claims. Evidence should help the issuer evaluate the case, rather than ask the reviewer to infer the answer from unrelated screenshots.
Handle Withdrawals, Refunds, and Protection Separately
Use the current case and provider requirements
Keep three Shopify questions distinct
Withdrawal and reimbursement
A customer’s statement that they withdrew a dispute is not a completed bank withdrawal. Follow Shopify’s instructions for bank confirmation and continue responding while the case remains open. Check the payment and case status before issuing any separate reimbursement; refunds and chargebacks can otherwise overlap.
Transaction protection
If an order displays Shopify Protect coverage, verify that order’s status and the type of chargeback. The program addresses eligible fraudulent or unrecognized chargebacks, not every customer complaint. Refer to Shopify Protect’s order requirements instead of assuming all Shop Pay orders qualify. To see where Protect stops and dispute tools take over, compare Shopify Protect vs chargeback apps.
Turn Case Outcomes Into Store Improvements
Review late deliveries, unclear descriptors, return friction, and billing errors. Track dispute volume separately from recovered revenue. Winning a case does not demonstrate that the underlying customer experience is fixed.
You can complement your store’s workflow with Chargeflow’s automated recovery to organize evidence and manage supported disputes.
Review the Shopify evidence submission
This page owns the evidence-review task. Use the Shopify chargeback and inquiry guide for the broader case lifecycle. First identify whether Shopify Payments or a third-party provider processed the order, then open the case in the applicable response workflow.
| Review field | What the reviewer checks |
|---|---|
| Payment and order | The order, transaction, amount, currency, and claim refer to the same payment. |
| Purchase-time promise | The selected item or service, variant, terms, and relevant description. |
| Claim-specific records | Delivery for nonreceipt; description and return chronology for a mismatch; credits for a refund complaint. |
| Submission readiness | Displayed due date, supported fields, actual attached files, and the final submission status. |
Shopify’s primary guide distinguishes chargebacks and inquiries. Review the evidence collected for the case and the applicable provider instructions; do not assume storefront data alone completes every response.
Continue learning: Payment platforms
Use Payment Platform Disputes: Stripe, Shopify, and PayPal Guides to choose the next merchant task in this topic.
- Shopify Chargebacks and Inquiries: Process and Merchant Responsibilities: Shopify chargeback and inquiry lifecycle and payment-provider scope.
- Stripe Chargebacks: Reconcile Balances, Fees and Recovery: Stripe chargeback balance reconciliation, fees, and outcome credits.
Sources and scope
Source notes updated: October 11, 2026. Shopify Payments merchant disputes. A storefront using a third-party payment provider follows that provider’s case workflow. Check the store’s country, the displayed response deadline and the order’s protection eligibility before applying a fee or protection statement.
- Shopify Payments: responses, deadlines and country fees
- Shopify Protect: eligible orders and protection requirements
For a live case, retain the governing document’s edition or effective date, the relevant provision, and the provider notice.
Foire aux questions
Does Shopify submit dispute evidence automatically?
For Shopify Payments, Shopify automatically submits available evidence on the due date. Merchants can review and add relevant evidence beforehand or submit earlier. Third-party providers can use different workflows.
Who decides a Shopify Payments dispute?
The card issuer decides a Shopify Payments dispute after reviewing the case. Shopify facilitates the merchant response and communicates the result.
Does Shopify Protect cover every dispute?
Shopify Protect covers eligible fraudulent or unrecognized chargebacks on qualifying orders. It does not cover every order or every dispute reason.
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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