Shopify Terugboekingen

A Shopify chargeback is a forced reversal of a card payment: a customer disputes the charge with their bank instead of asking you for a refund, and the bank pulls the disputed amount out of your Shopify Payments balance immediately, before you are notified. You only get the funds back if you fight the dispute and win.

Shopify Payments acts as your payment service provider here, which is why the entire dispute plays out inside your Shopify admin rather than a separate portal. This page is the quick-reference version: definitions, deadlines, fees, and a fast-scan reason-code list. For dispute strategy, evidence checklists by reason code, and the exact VAMP threshold math, read the complete Shopify chargebacks guide.

How a Shopify Chargeback Works

1. Customer disputes the charge with their card issuer, citing fraud, non-delivery, or another reason, not with you or Shopify.
2. The issuer files the chargeback and pulls the disputed amount plus a fee from your Shopify Payments balance right away.
3. Shopify notifies you in the admin, with the reason code and your response deadline, typically 7-21 days.
4. You accept or fight it, submitting evidence matched to the reason code if you choose to fight.
5. The issuer rules, usually within up to 75 days of your submission. There is no appeal once the decision is made.

Shopify Chargeback Quick Reference

Common Shopify Chargeback Reason Codes

Shopify sorts every dispute into one of eight reason codes. Here is what each means at a glance; for the evidence checklist behind each one, see our chargeback reason codes breakdown.

• Fraudulent: the cardholder says they never authorized the charge. The most common code, and the one abusers gravitate to.
• Unrecognized billing: the customer does not recognize your business name on their statement.
• Duplicate charge: the customer believes you billed them twice for one purchase.
• Subscription canceled: the customer was billed after they believe they canceled.
• Product not received: the customer says the order never arrived.
• Product unacceptable: the item arrived damaged, defective, or different from the listing.
• Credit not processed: the customer returned an item or canceled, but never received the refund.
• General: the dispute does not fit any of the codes above.

Shopify Protect: What It Actually Covers

Shopify Protect is free fraud coverage built into Shop Pay, but its eligibility rules are narrower than most merchants assume:

• Covers fraudulent and unrecognized-transaction chargebacks only. Every other reason code is still yours to fight.
• The order must contain physical items only. Digital goods and buy-online-pickup-in-store orders are excluded, even if a physical item is also in the cart.
• You must ship within 7 days of the order using a supported carrier, and the shipment must show an "in transit" scan within 10 days.
• The order must reach Fulfilled status with no refunded items, and changing the shipping address after checkout voids coverage.
• For a subscription, only the first order is covered. Recurring renewal charges are not.
• Coverage is limited to merchants with a US-based Shopify Payments account.

Everything outside that box, most product-not-received, product-unacceptable, credit-not-processed, duplicate-charge, and subscription-canceled disputes, still lands on you to answer manually.

Accept or Fight: Your Two Options

• Accept it when the claim is legitimate or you have no evidence. The reversal becomes permanent and the fee is not refunded.
• Fight it (represent) by submitting evidence to the card issuer through Shopify. This is the right call in most cases, especially when you can prove delivery, authorization, or a valid refund policy.

Manual responses built inside Shopify admin win less than 20% of the time, mostly because reason-code-specific evidence gets missed or submitted late. AI agent chargeback liability is adding a new wrinkle here too, as more Shopify orders start as purchases placed by an AI agent rather than a person browsing the store. See our agentic commerce chargebacks evidence playbook for how that changes what counts as proof.

Preventing Shopify Chargebacks

Here are the fastest wins; for the full strategy, see chargeback prevention.

• Use a billing descriptor that matches your store name so customers recognize the charge.
• Ship with tracking and require signatures on high-value orders.
• Keep your refund policy visible at checkout and honor it quickly. Most "credit not processed" disputes start as a policy or timing gap, not fraud.
• Run ecommerce fraud prevention checks before fulfillment, not just Shopify's built-in score.
• Set up chargeback alerts so you can refund a disputable order before it becomes a formal chargeback and a fee.

A meaningful share of "fraud"-coded disputes are not fraud at all. They are friendly fraud, where the cardholder made the purchase but disputes it anyway. Structured evidence, not just prevention, is what defeats that category.

Veelgestelde vragen

What's the difference between a Shopify chargeback and a refund?

A refund is something you initiate and control. A Shopify chargeback is filed by the customer's bank, which pulls the funds back from your Shopify Payments balance without asking you first, and adds a fee on top. See our full breakdown of what a chargeback is for how the two compare.

Hoe lang heb ik de tijd om te reageren op een terugvordering via Shopify ?

Typically 7-21 days from the date Shopify notifies you, though the exact deadline is shown on the chargeback banner in your Shopify admin. Submit at least a few days early, since no edits are allowed once you submit.

Do I get the chargeback fee back if I win?

Yes. If the issuer rules in your favor, the disputed amount and the chargeback fee are both returned. If you lose, neither is refunded, and the decision cannot be appealed.

What happens if I miss the deadline?

Shopify treats a missed deadline as an automatic loss. The disputed amount and the fee stay with the customer permanently, with no option to submit evidence afterward.

Does the Shopify chargeback fee change by country?

Yes. It is commonly $15 USD for US merchants, but the amount varies by country and payment region, so check your Shopify Payments settings for the exact figure that applies to your store.