Shopify chargeback reasons explained: what each one means and what to do
By Zevron · 2 min read · Updated
Shopify reason to network code to playbook
| Shopify reason | Playbook | Network codes | What to read |
|---|---|---|---|
| Subscription cancelled | Renewal and cancellation | Visa 13.2, Mastercard 4841, Amex C28, Discover 4541 | Visa 13.2 |
| Unrecognized charge | Renewal and cancellation | Visa 13.2, Mastercard 4841, Amex C28, Discover 4541 | Visa 13.2 |
| General | Renewal and cancellation | Visa 13.2, Mastercard 4841, Amex C28, Discover 4541 | Visa 13.2 |
| Item not received | Item not received | Visa 13.1, Mastercard 4855, Amex C08 | Visa 13.1 |
| Not as described | Not as described | Visa 13.3, Mastercard 4853, Visa 13.6 | Visa 13.3 |
| Credit not processed | Not as described | Visa 13.3, Mastercard 4853, Visa 13.6 | Visa 13.3 |
| Fraudulent | Fraud (card not present) | Visa 10.4, Mastercard 4837, Amex F29 | Visa 10.4 |
| Not authorized | Fraud (card not present) | Visa 10.4, Mastercard 4837, Amex F29 | Visa 10.4 |
| Duplicate | General | Visa 12.6 | Visa 12.6 for duplicates |
| customer initiated | General | Visa 12.6 | Visa 12.6 for duplicates |
| incorrect account details | General | Visa 12.6 | Usually can’t be contested |
| insufficient funds | General | Visa 12.6 | Usually can’t be contested |
| bank cannot process | General | Visa 12.6 | Usually can’t be contested |
Shopify’s reason is a summary of the network’s code. The code in the bank’s notice is the more precise one, so read both.
The two that cause the most confusion
Unrecognized usually means the customer doesn’t recognize the charge. For a subscription brand it is most often a forgotten renewal. Treat it as a recurring-billing dispute and read what to do when a customer forgot they subscribed. Often the fix is a clearer statement descriptor.
General is a catch-all. The network code, not the Shopify label, tells you what the bank is claiming.
Reasons you usually can’t contest
Insufficient funds, bank cannot process and incorrect account details are problems with the customer’s account or the bank’s processing, not with your sale. There’s usually no evidence you can submit to change the outcome. Move on and keep the ratio in mind.
Next
Once you know the playbook, follow how to respond to a Shopify chargeback and the evidence checklist.
Questions
What reasons does Shopify show for a chargeback?
Subscription cancelled, unrecognized, fraudulent, product not received, product unacceptable, credit not processed, duplicate, not authorized, general, and a few account or bank issues such as insufficient funds.
What does “unrecognized” mean on a Shopify dispute?
The customer doesn’t recognize the charge. For subscription brands it is usually a forgotten renewal and is handled as a recurring-billing dispute.
Which Shopify reasons can’t be contested?
Insufficient funds, bank cannot process and incorrect account details usually can’t be contested.