Shopify Chargeback Response Template

How Shopify chargebacks work

When a customer disputes a charge with their bank, the bank initiates a chargeback against your account. Shopify Payments notifies you by email and gives you a window to respond, typically 7 to 10 calendar days. If you do not respond, the bank rules in the cardholder's favour by default.

Your response goes to Shopify, who forwards your evidence pack to the card network. A reviewer at the bank then evaluates the evidence and decides whether to reverse the dispute in your favour or uphold it for the cardholder.

The reviewer is not reading your response looking for reasons to help you. They are checking whether your evidence package addresses the specific dispute claim. A well-structured response with clear, labelled evidence makes that job straightforward.

Before you write your response

Before drafting anything, take three minutes to do this:

1. Identify the reason code. It appears in the Shopify Payments dispute panel and in the notification email. Your evidence must address that specific code.
2. Pull the order details. Order number, order date, amount, customer name, billing address, and shipping address.
3. Check the tracking record. Screenshot the full carrier tracking history, including the delivery scan if one exists.
4. Export the customer communication. Download the order confirmation email, shipping notification, and any support tickets or chat logs related to this order.
5. Copy your shipping and return policies. You will reference these in the response.

Do not start writing the response until you have all of this in front of you. Writing first and gathering evidence second is the fastest way to end up with a weak submission.

The core response structure

A chargeback response has five components. Every submission should follow this order:

1. Summary: one short paragraph stating who you are, the order details, the dispute reason code, and your position (you fulfilled the order as agreed).
2. Facts: a factual account of the transaction from order placement through to delivery, referencing each piece of evidence.
3. Evidence index: a numbered list of every document you are attaching, with a one-line description of each.
4. Policy reference: your shipping policy and return policy in full.
5. Closing: a clear, professional statement requesting that the dispute be resolved in your favour.

Keep the entire response to two pages or less. Use plain headings for each section. Label your attachments with numbers matching the evidence index.

Chargeback response template

Copy and adapt this template for your dispute. Replace all placeholder text in brackets with your actual order details.

Adapting the template by reason code

The template above covers the standard structure. The facts and evidence section needs to be adapted based on the specific reason code. Here is how to adjust each common dispute type.

Item not received

Your response should focus on the delivery record. Lead with the carrier tracking confirmation showing delivery to the address on the order. If tracking shows the item was delivered, state this clearly and provide the delivery date, time, and address from the carrier record.

If tracking shows the item is still in transit or stuck, acknowledge this and provide the carrier inquiry reference number if you have opened one. Showing you took action is useful evidence of good-faith fulfilment.

Unauthorised transaction

Your response should establish that the cardholder or someone with access to their account placed the order. Include the IP address of the order (visible in Shopify order details), AVS and CVV match results, and any previous purchase history from the same customer. If the billing and shipping addresses match, include this.

Item not as described

Your response should demonstrate that what you sold matches what you advertised. Include screenshots of your product listing and description at the time of sale. If the customer did not contact you before filing a chargeback, include that communication history (or absence of it). Present your return policy and note that you would have accepted a return if the customer had reached out.

Credit not processed

If you did issue a refund, include the refund confirmation and the expected processing timeline. If you did not issue a refund because the customer was not eligible under your policy, present the policy in full and explain why the refund was not due.

Duplicate transaction

Include your order records showing each transaction was a separate, distinct order. If the customer placed two orders, show the two order confirmation emails with different order numbers and timestamps.

Evidence to attach

Label each file clearly before attaching. A naming convention like 01_order_confirmation.pdf, 02_tracking_screenshot.png makes your pack easy to navigate and signals a professional, organised merchant.

• Order confirmation from your Shopify dashboard (order number, customer details, items, total, date)
• Payment confirmation or transaction record
• Shipping confirmation with tracking number
• Full carrier tracking history screenshot (all events, including delivery scan if applicable)
• Proof of delivery photo or signature record if you have one
• Order confirmation email and shipping notification email sent to the customer
• Customer support correspondence (emails, chat logs, support ticket history)
• Product listing screenshot at the time of sale (for item not as described disputes)
• Your shipping policy and return policy in full

Submission checklist