Shopify chargeback evidence checklist
By Zevron · 2 min read · Updated
For every dispute
- The order record: items, amount, date, and the billing and shipping addresses.
- The customer’s name and email as on the order.
- Your refund, return and cancellation policies as they were at the time of the order.
- Any support conversation with the customer.
- The dispute’s due date, written down.
By dispute type
| Dispute type | Gather | Guide |
|---|---|---|
| Subscription or recurring | Consent with terms version, renewal reminder, cancellation log, delivery or usage after renewal | Visa 13.2 |
| Not received | Fulfillment record, carrier delivery scan with timestamp and location | Visa 13.1 |
| Not as described | Dated listing snapshot, refund policy shown at checkout, support thread | Visa 13.3 |
| Fraud | Earlier undisputed orders, device and IP match, address and security-code checks, delivery to verified address | Visa 10.4 |
| Duplicate | Separate order records and fulfilment for each charge | Visa 12.6 |
Where each argument goes in Shopify
Shopify’s dispute evidence has a few text fields for your argument. Zevron files the rebuttal into the one that fits the dispute type:
| Dispute type | Evidence field | Required evidence |
|---|---|---|
| Renewal and cancellation | cancellationRebuttal | 3 required items |
| Item not received | uncategorizedText | 2 required items |
| Not as described | refundRefusalExplanation | 2 required items |
| Fraud (card not present) | uncategorizedText | 1 required items |
| General | uncategorizedText | 1 required items |
Attach documents as files, and cite each one by letter in the text so the reader can match them.
Before you submit
- Every claim in your text points to an attached record.
- Every file opens and is legible.
- Dates and amounts match the order.
- You’re submitting before the due date. There is no second submission.
For the step-by-step, see how to respond to a Shopify chargeback.
Questions
What evidence do I need for a Shopify chargeback?
The order record, customer details, your policies and any support conversation, plus what the dispute type needs: consent and reminders for subscriptions, delivery proof for not received, a dated listing for not as described, device history for fraud.
Can I add evidence after I submit?
No. The submission is final, so gather everything first.
Where does my written argument go?
In the evidence text field that fits the dispute type. Cite each attached file by letter.