Managing chargebacks and inquiries: Ultimate Guide
By Sam Nguyen
Dealing with chargebacks can be a frustrating experience for any Shopify merchant. Losing revenue and facing potential disputes can be disheartening, but don’t let a chargeback derail your business!
This guide will empower you with the knowledge and tools to navigate the chargeback process effectively, providing step-by-step instructions on how to view and submit evidence, increasing your chances of a successful resolution. Let’s get started!
How to view all chargebacks and inquiries on Shopify
Take a closer look at our guide to smoothly view all of the chargebacks and inquiries on your Shopify store:
Step 1: Go to Orders
The first thing is to log in to your Shopify account → Shopify admin → Orders
Step 2: Choose Filter orders
At the Orders section, you can click on the “Add filters” button (+) → Choose the “Chargeback and inquiry status” to proceed.
Step 3: Choose the Chargeback status
There are 4 types of Chargeback statuses that you can select:
- Open: The chargeback is still pending, and you can add evidence to your response before Shopify submits it to the card issuer.
- Submitted: Shopify has sent your response and evidence to the card issuer, and the dispute is under review.
- Won: The card issuer ruled in your favor, and the disputed funds are returned to you.
- Lost: The card issuer ruled against you, and the funds remain with the customer.
Simply tick on the status you wish to view. We recommend you select the Open option to continue.
Step 4: Congratulations! You can view the chargebacks now
After completing all the above steps, a list of all orders with chargebacks and inquiries which has not been sent to your credit card will appear on your screen display.
There are cases in which you may get lost in chargebacks Shopify provides you with a chance to recover this loss in sales for each affected order which is called Chargeback responses. By using it, you can add more evidence directly from Shopify and the system will help you to send it to the credit card company.
How to add evidence and submit a Chargeback on Shopify
Step 1: Find the Order
In your Shopify admin, go to Orders and click on the disputed one.
Step 2: Start Your Response
Click “Submit response” in the chargeback banner.
Step 3: Review & Add Details
Check the chargeback info and enter any extra details you have.
Step 4: Upload Evidence
Add files that support your case (invoices, shipping proof, etc.).
Step 5: Finalize
Click “Submit response” to send your response to the payment provider.
How to accept a Chargeback
To accept a chargeback in Shopify:
- Go to the order’s page in your Shopify admin.
- Find the chargeback banner and click “Submit response.”
- On the response page, select “Accept chargeback.”
- Finally, click “Submit response” to confirm.
Troubleshooting: Chargeback options
No “Submit Response” Button:
- Timing: Ensure the chargeback is still in the “Open” status, allowing for a response. Once submitted to the card issuer, you cannot add evidence through Shopify.
- Payment Provider: Confirm your payment provider supports in-Shopify evidence submission. If not, you may need to contact them directly.
Evidence Upload Issues:
- File Type: Make sure your files are in accepted formats (PDF, JPEG, PNG).
- File Size & Limits: PDFs should be PDF/A compliant, not Portfolios, under 50 pages each, and within the size limit (typically 5MB per file).
- Merge PDFs: If needed, combine multiple PDFs into a single file before uploading.
Other Problems:
- Can’t Find the Order: Double-check the order number and ensure it’s not archived or deleted.
- Technical Glitches: Clear your browser cache, try a different browser, or contact Shopify Support.
FAQs
Conclusion
Facing a chargeback can feel like a punch to the gut for your business, but don’t let it knock you out! By proactively viewing and submitting evidence through Shopify, you can fight back and increase your chances of a favorable outcome.
Have you ever successfully disputed a chargeback? Share your tips and tricks in the comments below – let’s empower each other to protect our businesses!
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- How to Set Up Notifications and Fraud Prevention on Shopify
- How to Report Tax on Shopify: A Complete Guide
- Update your Tax Details on Shopify: A Step-By-Step Guide
- How to Verify your Identity on Shopify
