Shopify chargebacks: the evidence to send for each reason
How chargebacks work in Shopify Payments, the evidence that answers each reason, and the file rules that catch stores out.
A chargeback is decided by the customer's bank, on the evidence you send within a short window. This guide covers how that works in Shopify Payments, what to send for each reason, and the file rules that catch people out. If the payment went through PayPal or another provider, the dispute is handled by that provider instead.
How a chargeback works in Shopify
- The customer disputes the charge with their bank, and Shopify lets you know.
- The due date for your response is on the order, usually 7 to 21 days after the dispute was filed.
- On the due date, Shopify sends your response to the card company, even if you haven't added any evidence. If you submit early, you can't change it afterwards.
- The bank that issued the card decides, not Shopify. That can take up to 75 days after you submit.
- If you win, the disputed amount and the chargeback fee are returned to you.
Disputes come in two kinds:
| Inquiry | Chargeback | |
|---|---|---|
| Your money | Nothing is taken while the bank investigates. | The disputed amount and the chargeback fee are taken straight away. |
| If it goes the customer's way | It can become a full chargeback. | You lose the amount and the fee. |
Not every dispute can be responded to; Shopify shows you when one can.
Talk to the customer first
Plenty of disputes are misunderstandings: a store name the customer didn't recognise on their statement, a parcel left with a neighbour, a return they thought was refunded. Contact the customer. If they agree to drop the dispute, they need to tell their bank, and you should still submit evidence of that agreement. Keep in mind that once a chargeback has been made, you can't refund the order anymore.
Respond in your Shopify admin
- Go to Orders and open the disputed order. To see all of them, filter by Chargeback and inquiry status: Open.
- In the chargeback banner, click Add evidence.
- On the Chargeback response page, check the details, write your explanation and upload your files. Click Save as you go.
- When it's complete, click Submit now, or let it go on the due date.
If you decide not to fight it, choose Accept chargeback instead.
The file rules
These catch a lot of stores out, especially the size limits:
- Only PDF, JPEG or PNG files. No videos.
- Each file at most 2 MB, and all your files together at most 4 MB.
- PDFs under 50 pages, in the archival PDF/A format, and not PDF portfolios.
- One file for each type of evidence.
So if your proof is a video, turn it into a PDF with time-stamped stills of the moments that matter. Shrink photos and screenshots before uploading, and put the evidence that answers the reason first.
The evidence to send for each reason
Shopify shows the reason the customer gave, and the evidence should answer that reason, not the order in general. Shopify's suggestions are below, with what tends to help most.
Product not received
The customer says the order never arrived.
- Shopify suggests: when you fulfilled the order, the customer's billing information, and the shipping and tracking information. Shopify uploads the order's fulfillment events for you.
- What helps most: a carrier delivery scan to the order's address, the signature if there was one, and any message where the customer mentions the parcel. A record of the box being packed shows what left and when; it supports the delivery proof, but doesn't replace it.
Product unacceptable
The customer says it arrived defective, damaged or not as described. Missing items and “the box was empty” often land here.
- Shopify suggests: when you fulfilled the order, the billing information, shipping and tracking, and descriptions or pictures from your store showing the products were as described. Also send proof if the customer didn't try to return it first, or if you sent a replacement.
- What helps most: the product page as it was when they ordered, photos or video of the exact item going into their box, the box's weight, and your return policy, with whether they used it.
Fraudulent
The cardholder says they didn't authorize the payment.
- Shopify suggests: when you fulfilled the order, the billing information, the IP address and country used for the order, and shipping and tracking.
- What helps most: billing and shipping addresses that match, earlier orders from the same customer that weren't disputed, and delivery to the cardholder's address. A packing video doesn't show who paid, so lead with the order and delivery details.
Unrecognized
The customer doesn't recognise your store's name on their statement. The evidence is the same as for fraudulent; a friendly message reminding them of the order often ends it sooner.
Credit not processed
The customer says they returned the item or cancelled, and wasn't refunded.
- Shopify suggests: your refund and return policies, when and where the customer saw them, your messages about the refund, and why they weren't entitled to one.
- What helps most: for a return, a record of what actually came back and its condition. An empty box, a different item or a used one is the reason a refund was refused.
Duplicate, subscription canceled and general
- Duplicate: explain the two charges, with receipts showing they were for different products.
- Subscription canceled: your cancellation policy and the messages about the cancellation.
- General: the products ordered, when you fulfilled them, the billing information, the IP address and country, your messages with the customer, tracking, and any earlier refunds or replacements.
Write a short explanation
Whoever reviews the case reads quickly. Answer the reason in the first sentence or two, then list what's attached. Stick to facts you can show. For example, for a missing item:
“The customer says the wallet was missing from the box. Our packing record shows all three items, including the wallet, scanned into this order's box on October 14 at 14:32, and the box weighed 0.62 kg (expected 0.60 kg). The carrier delivered it to the order's address on October 16. Attached: Proof of packing (PDF), carrier tracking, and our messages with the customer.”
After you submit
The bank's decision can take up to 75 days; an inquiry usually takes 65 to 75 days. If you win, the disputed amount and the fee come back to you. Banks can still side with the customer even when you send delivery confirmation or other strong evidence, so good evidence improves your odds rather than guaranteeing them.
Fewer chargebacks next time
- Make your name recognisable. Check how your store appears on customers' card statements in your Shopify Payments settings.
- Answer “where's my order?” fast, with tracking.
- Ask for a signature on high-value orders.
- Keep a record of every box as it's packed, and of every return as it's opened, before you refund.
Sources: Shopify Help Center, Responding to chargebacks and inquiries, Reasons for a chargeback or inquiry and Managing chargebacks in the Shopify admin, as of October 2026. Rules change; the due date and options on the order in your admin are what count.