When customers dispute charges through their banks, Shopify merchants face chargebacks that can result in lost revenue and additional fees. Understanding how to properly submit evidence for these disputes is crucial for protecting your business and increasing your chances of winning chargeback cases.
A chargeback occurs when a customer contacts their bank to dispute a transaction, prompting the bank to reverse the payment and request evidence from the merchant. For merchants using Shopify Payments, you have a limited timeframe to submit evidence that the charge was valid, typically 7 to 21 days after the chargeback is filed. When the due date has passed, you cannot submit further evidence and the result becomes final.
How to submit chargeback evidence
To submit evidence for a chargeback dispute on Shopify, follow these verified steps:
Step 1: Access your chargeback cases Log in to your Shopify admin and navigate to the Orders section. Click on “Add filters” and choose “Chargeback and inquiry status,” then select “Open” to view pending disputes that still allow evidence submission.
Step 2: Select the disputed order Click on the specific order that is being disputed. You will see a chargeback banner displayed on the order page.
Step 3: Begin the response process In the chargeback banner, click “Submit response” to access the Chargeback response page.
Step 4: Review and add information Review the chargeback details that Shopify has automatically gathered. You can add any additional information that supports your case.
Step 5: Upload evidence files Upload your evidence files according to Shopify’s guidelines. Evidence files must be in PDF, JPEG, or PNG format, with each file under 2 MB and total evidence files under 4 MB. PDFs must be PDF/A compliant and under 50 pages each.
Step 6: Submit your response Click “Preview response” first to ensure everything is correct, then click “Submit response” to send your evidence to the credit card company.
Important evidence requirements:
Evidence files must not exceed 2 MB per file, with combined evidence files totaling no more than 4 MB. Submit a maximum of one file for each evidence type, combining multiple files of the same type into a single file when necessary. Image files should be high-contrast and printable in black and white, as many banks receive chargeback evidence through fax machines. Do not include audio or video files, links to external materials, or requests for additional contact.
Timeline and follow-up: You can add additional evidence anytime before the chargeback due date. After submission, the credit card company reviews the evidence, which can take up to 75 days. After evidence is submitted, the chargeback or inquiry is resolved within 120 days.
Conclusion
Successfully submitting evidence for Shopify chargebacks requires prompt action, proper documentation, and adherence to specific file requirements. Shopify automatically collects basic transaction evidence and sends it to the credit card company, but merchants can significantly improve their chances by adding comprehensive additional evidence before the deadline. Timely action is crucial, as delays can result in automatic loss of the dispute. By following these verified steps and providing clear, organized evidence that proves the transaction’s legitimacy, merchants can better protect their revenue and maintain positive relationships with payment processors.
