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Chargebacks

Shopify Chargeback Evidence Checklist

Who this is for

Finance teams, fraud operations leads, and Shopify operations managers responsible for responding to payment disputes.

Most chargeback disputes are lost not because the merchant was wrong, but because the evidence package was incomplete, poorly organized, or submitted too late. Payment processors and banks make decisions based on what you send — and the burden of proof is on the merchant. This checklist covers every document and data point that strengthens a dispute response, organized by chargeback reason code so you can build the right evidence package for each type of claim.

When to use this

  • You receive a chargeback notification from Shopify Payments or your payment processor.
  • You want to build a standard evidence template so your team handles disputes consistently.
  • Your chargeback win rate is below 40% and you need to diagnose what's missing from your responses.
  • You're assembling evidence for a specific dispute and want to ensure you haven't missed a critical document.
  • You're implementing dispute readiness controls before a high-volume sale period.

Step-by-step workflow

  1. 1

    Identify the chargeback reason code

    The reason code determines which evidence is most persuasive. Common codes: unauthorized transaction (4853/10.4), item not received (ISN/13.1), item not as described (SNAD/13.3), duplicate transaction, and subscription cancelled. Assemble evidence specific to the code rather than a generic package.

  2. 2

    Collect order-level proof

    Include: Shopify order confirmation with order number and timestamp, customer's name and billing address matching the card, IP address and device type at time of purchase, email address confirmation sent to the customer, and AVS/CVV match result if available.

  3. 3

    Collect shipping and delivery proof

    For item-not-received claims: carrier tracking number with full scan history, delivery confirmation with timestamp, signature confirmation if eligible, and proof of delivery photograph if available from the carrier. For high-value orders, require signature at delivery and retain this before disputes arise.

  4. 4

    Collect customer communication history

    Export the full support ticket or email thread related to the order. Include: date the customer first contacted you (before or after the dispute filing), your responses and their timestamps, any resolution offered, and whether the customer acknowledged the resolution.

  5. 5

    Collect product or service proof

    For not-as-described claims: product listing screenshots (from the date of purchase if possible), product specifications, and any customer-submitted photos you have on record. For digital goods or subscriptions: login event logs with timestamps, download activity, or API call records showing the customer used the product.

  6. 6

    Document your refund or resolution attempts

    Include any refund offer you made before the chargeback was filed, along with the customer's response. If a refund was already processed, include the Shopify refund record. Banks view a willingness to resolve directly as a strong indicator that the dispute was made in bad faith.

  7. 7

    Write a clear merchant rebuttal letter

    Summarize the order, the delivery evidence, and the contact history in 3–5 concise paragraphs. Reference each attached exhibit by name. Use plain, professional language — avoid emotional or confrontational framing. State clearly why the dispute should be decided in your favor.

  8. 8

    Submit before the response deadline

    Most processors give 7–30 days to respond. Shopify Payments shows the deadline in the Payment disputes section of your admin. Submit at least 48 hours before the deadline to allow for any processing issues. Late submissions are automatically decided against the merchant.

Frequently asked questions

Which chargeback reason codes have the highest merchant win rates?

Merchants typically win most often on 'item not received' chargebacks when they have strong delivery proof (tracking + signature). 'Unauthorized transaction' claims are harder to win unless you have device fingerprint and AVS/CVV match data. 'Not as described' requires detailed product documentation that matches the listing at time of purchase.

Can I win a chargeback if the customer already received a refund?

No — if a refund was already issued before or during the chargeback window, the funds have effectively been taken twice. In this case, immediately provide proof of the refund to your processor. Most processors will reverse the chargeback as a duplicate resolution once they see the refund evidence.

How do I track chargeback win rates in Shopify?

Shopify Payments shows dispute status per order in the Payment disputes section of your admin, but doesn't provide a native aggregate report. Export dispute records periodically and track win/loss outcomes by reason code in a spreadsheet or your analytics platform. This data is essential for improving your response quality over time.

Should I always fight chargebacks or accept some as a cost of business?

Fight every dispute where you have evidence of a legitimate transaction and delivery. Accept (or concede) disputes where the evidence is weak, the order value is below your dispute processing cost, or the customer contact history shows a genuine unresolved complaint. Maintaining a decision framework prevents your team from spending time on unwinnable disputes.

What is a 'friendly fraud' chargeback and how do I identify it?

Friendly fraud occurs when a customer files a chargeback for an order they legitimately received — to get a free product or avoid paying. Signals include: first-time buyer with no prior support contact, delivery confirmation showing package received, customer's account showing order was used/accessed, or a history of multiple chargebacks from the same address or card.

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