Shopify Chargeback Evidence Checklist

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.

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.

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.

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.

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.

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.

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.

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.