Got a chargeback on Shopify Payments? The clock is already running. Here's how the process works, what evidence to submit for each reason, and where to respond.
Money first, then the clock
When a chargeback is opened, the disputed amount and a fee are taken from your balance right away. You usually have 7–21 days to respond. In the US the fee is $15, and you get it back if you win.
- Funds: Amount + fee withdrawn immediately
- Deadline: Usually 7–21 days to respond
- Fee (US): $15, refunded if you win
Respond from the order
Filter your orders by chargeback status to find open disputes. Open the order, click Add evidence in the chargeback banner, upload your documents, and submit before the deadline.
- Orders → filter: chargeback status = Open
- Open the order → Add evidence
- Upload, then submit before the due date
Match evidence to the reason
Match your evidence to the reason. For fraud, include billing details, the customer's IP address, and shipping and tracking. For product not received, the fulfillment date and tracking. For not as described, the product page that shows it matched.
- Fraudulent: Billing info, IP address, shipping + tracking
- Not received: Fulfillment date + tracking
- Not as described: Product page descriptions and photos
The fine print
Shopify submits your response on the due date even if you add nothing, but evidence can't be added after the deadline. And the card issuer, not Shopify, decides the outcome, which can take up to 75 days.
- Due date: Your response is submitted automatically
- Late evidence: Not accepted
- Decision: The card issuer, up to 75 days
Doing this at scale
The best chargeback evidence is collected before the dispute. RiskClarity logs every order decision with the signals behind it, ready to export when you need to respond. See RiskClarity.