Shopify · How to respond

How to respond to a Shopify chargeback, step by step

By Zevron · 2 min read · Updated

The steps

  1. Find the dispute and its due date. Shopify notifies you and lists the dispute against the order. Write the deadline down: an unanswered dispute is lost.
  2. Identify the reason. Shopify shows a reason, such as subscription cancelled, unrecognized, fraudulent or not received. This guide maps each Shopify reason to its network code and the right playbook.
  3. Decide whether to fight. Look at your records against the reason. If they’re strong, fight. If the customer cancelled or you promised a refund, refund. See refund or fight.
  4. Gather the evidence. Use the evidence checklist for the reason.
  5. Write the response. Short, factual, in the order the bank expects, with each claim citing a lettered exhibit.
  6. Submit once. The submission is final. Check every file opens and every date matches before you send it.
  7. Wait for the decision. Banks typically take weeks to decide. Shopify shows the outcome on the dispute.

Writing the response

  • Lead with the strongest point.
  • One claim per sentence, each tied to an exhibit.
  • No emotion and no argument about the customer’s character.
  • State what the customer agreed to, when, and what records show.

Templates for each type are in the reason-code guides, starting with Visa 13.2 for subscriptions.

Mistakes that lose winnable disputes

  • Missing the due date. An unanswered dispute is lost automatically.
  • Submitting before you have everything. There is no second submission.
  • Sending your general policy instead of this customer’s own records.
  • Writing a long story instead of short claims tied to exhibits.
  • Fighting a case you should have refunded, such as a customer who really did cancel.

Doing it at volume

Each response takes time: pulling the order, reminders, cancellation log and delivery record from separate systems and checking each claim against its source. Zevron does that for every dispute, files clean responses on autopilot and sends anything unusual to a person. You can see what you’re leaving on the table with the free chargeback audit.

Questions

How long do I have to respond to a Shopify chargeback?

Until the due date shown on the dispute. An unanswered dispute is lost, so write the deadline down as soon as it arrives.

Can I respond more than once?

No. The submission is final, so gather everything before you submit.

How long until I hear the outcome?

Banks typically take weeks to decide. Shopify shows the result on the dispute.

How to respond to a Shopify chargeback, step by step · Zevron