Disputing ACH debit transactions in Shopify Balance
This guide outlines how to manage Automated Clearing House (ACH) debit disputes by contacting Shopify Support, or submitting them manually in the Shopify Balance section of your Shopify admin.
When an ACH debit is performed on your Shopify Balance account, you receive an email with details of the transaction. If the ACH debit from your Shopify Balance account is incorrect, then you can contact Shopify Support to submit a dispute. You can't submit disputes relating to incorrect debit transactions manually.
If you believe that an Automated Clearing House (ACH) debit transaction is fraudulent, then you must contact Shopify Support to report the transaction.
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Eligible dispute categories for ACH transfers
To submit a dispute for an ACH transfer, the transfer must belong to one of the following categories:
- duplicate charges
- incorrect amounts
- unauthorized transactions
- wrong receiver name
- wrong account number or routing number
Contact Shopify Support to dispute ACH transfer transactions
For incorrect or suspected fraudulent transactions, you need to contact Shopify Support.
Steps:
- From your Shopify admin, go to Finance > Balance.
- In the Transactions section, click the transaction that you want to dispute.
- Collect relevant documentation that supports your claim, such as receipts, correspondence with the vendor, proof of return, and service agreements.
- Contact Shopify Support and provide details about the transaction, the reason for the dispute, and any additional evidence required by Support.
- Confirm that all information is accurate, and request that Shopify Support submits your dispute.
Canceling and resolving ACH transaction disputes
You have up to 48 hours from creating a dispute to request its cancellation. If a dispute is canceled, then it can't be reopened later.
You can't cancel a dispute when you report a fraudulent charge manually in your Shopify admin.
Resolution timelines and final decisions for ACH transaction disputes
ACH debit reversals can take up to 3 business days to process. If a dispute is resolved in your favor, then it might take up to 3 additional business days for the funds to return to your account. Decisions made at the end of the dispute process are final and can't be reversed.