Disputing Shopify Balance card transactions

You can dispute fraudulent Shopify Balance card transactions directly from your Shopify admin. If you want to submit a dispute relating to a different type of transaction, then you need to contact Shopify Support. You can dispute a charge on your Shopify Balance card for various reasons, including, but not limited to, the following categories:

• fraudulent
• canceled
• compromised
• duplicate
• lost or stolen
• merchandise or service not as described
• not received
• other reasons

This article outlines the actions to take before disputing a Shopify Balance charge, considerations when disputing a charge, and how to report different types of disputes.

Actions to take before disputing a charge

Before you dispute a charge, consider completing the following actions:

• Consider contacting the vendor directly before creating a dispute. Directly reaching out to the vendor can sometimes resolve issues faster than initiating a formal dispute. If you need a transaction ID, then contact Shopify Support.
• Confirm that the transaction is posted and check that it falls within the eligible dispute window, which is typically no older than 110 days.
• Ensure that other users of your Shopify account don't recognize the transaction before proceeding with a dispute.

Disputing charges on your Shopify Balance account

Before you initiate a dispute, review the following considerations:

• You can dispute only processed transactions.
• You must report disputes immediately.
• Disputes must fall into specific categories to be eligible. Eligible categories vary depending on the type of transaction, such as card transaction or Automated Clearing House (ACH) transfer.
• You can dispute only purchases. Refunds can't be disputed.
• Shopify Balance transaction disputes might take up to 90 days to be resolved, and the decision made at the end of the dispute process is final.

Reporting different types of disputes

The dispute process is different depending on the category of transaction you want to report:

• If you suspect the transaction is fraudulent, then you can submit a dispute directly from your Shopify admin.
• If the transaction falls under another category, such as Product or service not as described, then you must contact Shopify Support to submit the dispute.

The following table explains what method to use when opening a dispute:

The different types of Shopify Balance disputes, and how to report them to Shopify.

Type of dispute	Description	Required documentation	How to submit a dispute
Fraudulent	Not authorized by cardholder. Card details have been lost or stolen and used fraudulently. The charge isn't recognized by the cardholder and was not made by the cardholder or a member of their family. If you place an order on a store, but suspect that the store is fraudulent, then the dispute needs to be submitted for another reason, such as Product or service not received.	Explanation (Required): Description of the transaction and why it is disputed. Additional documentation: Relevant documents, such as card statements and return shipping tracking, in PDF or JPEG format.	Report directly in your Shopify admin.
Non-fraudulent	Purchase canceled. Charges for services or goods were canceled according to merchant policies. Doesn't include attempts at canceling the service or product outside the cancelation policy window.	Product type (Required) Product description (Required) Expected at date (Required) Cancelation policy compliance (Required) Canceled at (Required) Cancellation reason (Required) Returned at Return status Explanation Additional documentation: Screenshots of correspondence	Submit dispute to Shopify Support.
	Charged multiple times. The same transaction charged more than one time, and doesn't include charges for multiple similar transactions made on purpose.	Submit exactly one of the following: Cash receipt: Receipt of the cash transaction. Check image: Image of both sides of the check. Original transaction: Token showing the first transaction.
	Charged incorrect amount. The amount charged to your account isn't the agreed-upon total provided by the merchant at time of sale.	Product type (Required) Product description (Required) Receipt: Receipt of the transaction or contract with total payment details. Explanation (Required) Additional documentation: Screenshots of correspondence
	Product or service not as described. Item or service received was different from what was described at the time of purchase. Doesn't include buyer's remorse, or service complaints based on subjective experiences not promised by merchant.	Received at (Required) Return or cancelation status (Required): Outcome of return or cancelation attempt. Returned or canceled at (Required) Return or cancelation description (Required): Details of the return or cancelation process. Explanation (Required) Additional documentation: Screenshots of correspondence.
	Product or service not received. Goods or services were paid for, but not delivered as agreed.	Product type (Required) Product description (Required) Expected at (Required) Explanation: Specify if the product arrived late. Additional documentation: Screenshots of emails or text messages.

Dispute fraudulent Shopify Balance card transactions from the Shopify admin

Note

Fraudulent transactions need to be reported only when you don't recognize a charge on your account. If you place an order on a store, but suspect that the store is fraudulent, then the dispute needs to be submitted for another reason, such as Product or service not received.

If you report a transaction as fraudulent, compromised, or your card is lost or stolen, then your Shopify Balance card is immediately canceled and a replacement is issued. Virtual replacement cards are issued immediately. For physical cards, your replacement card arrives within 5-8 business days. After you receive your new card, you must update any recurring payments with your new card details.

If you suspect a card transaction in your Shopify Balance account is fraudulent, then you can start the dispute process from the Balance section of your Shopify admin.

Steps:

Desktop

1. From your Shopify admin, go to Finance.

2. Click Balance.

3. In the Transactions section, click the transaction that you want to report as fraudulent.

4. Click Report any issues before the displayed date.

5. In the Did you authorize this transaction? section, select No as the dispute reason, and then click Next.

6. Provide the supporting details for your dispute:

   1. Describe your issue.
   2. To attach any relevant evidence that supports your claim, such as police reports or correspondence with vendors, click Add file, and then click Continue. Ensure that you exclude any sensitive information, such as credit card numbers or personal passwords.

7. Click Next.

8. Optional: If you used a physical card, confirm your shipping address for the replacement card:

   1. Review the shipping address on file.
   2. Optional: To update the shipping address, click , and then add your current shipping address information.
   3. Click Next.

9. Review the details of your dispute. If any details are inaccurate or you want to add more information, then click to update the dispute.

10. Click Submit report.

Mobile app

1. From the Shopify app, tap the icon.

2. Tap Finance, and then in the Accounts section, tap Balance.

3. In the Transactions section, tap the transaction that you want to report as fraudulent.

4. Tap Report any issues before the displayed date.

5. In the Did you authorize this transaction? section, select No as the dispute reason, and then tap Next.

6. Provide the supporting details for your dispute:

   1. Describe your issue.
   2. To attach any relevant evidence that supports your claim, such as police reports or correspondence with vendors, tap Add file, and then tap Continue. Ensure that you exclude any sensitive information, such as credit card numbers or personal passwords.

7. Tap Next.

8. Optional: If you used a physical card, confirm your shipping address for the replacement card:

   1. Review the shipping address on file.
   2. Optional: To update the shipping address, tap , and then add your current shipping address information.
   3. Tap Next.

9. Review the details of your dispute. If any details are inaccurate or you want to add more information, then tap to update the dispute.

10. Click Submit and replace card.

You can monitor the status of your fraudulent transaction report by viewing the transaction details in the Shopify Balance section of your Shopify admin.

Dispute non-fraudulent transactions by contacting Shopify Support

If you want to dispute a card transaction in a category that isn't fraud, then you must contact Shopify Support to begin the process. Take notes of the transaction details for reference, and collect relevant documentation that supports your claim, such as receipts, correspondence with the vendor, proof of return, and service agreements.

You can ask to contact Support through live chat in the Help Center Assistant.

Steps:

Desktop

1. From your Shopify admin, go to Finance.

2. Click Balance.

3. In the Transactions section, click the transaction that you want to submit a dispute for.

4. Click Report any issues before the displayed date.

5. In the Did you authorize this transaction? section, select Yes as the dispute reason, and then click Visit Help Center.

6. Click the chat icon on any page of the Shopify Help Center to open the Help Center Assistant, and then ask to contact Support.

7. After being connected with Shopify Support, provide details about the transaction, the reason for the dispute, and any additional evidence required by Support.

8. Confirm that all information is accurate, and then request Shopify Support to submit your dispute on your behalf.

Mobile app

1. From the Shopify app, tap the icon.

2. Tap Finance, and then in the Accounts section, tap Balance.

3. In the Transactions section, tap the transaction that you want to submit a dispute for.

4. Tap Report any issues before the displayed date.

5. In the Did you authorize this transaction? section, select Yes as the dispute reason, and then tap Visit Help Center.

6. Tap the chat icon on any page of the Shopify Help Center to open the Help Center Assistant, and then ask to contact Support.

7. After being connected with Shopify Support, provide details about the transaction, the reason for the dispute, and any additional evidence required by Support.

8. Confirm that all information is accurate, and then request Shopify Support to submit your dispute on your behalf.

Resolution timeline and final decisions

Disputes can take up to 90 days to be resolved, depending on the complexity and the specifics dictated by network rules (for example, Visa).

After you submit your dispute, it's reviewed by the card issuer, and in some cases the receiving bank. You receive email updates regarding the status and outcome of the dispute investigation. If the dispute is resolved in your favor, then your account is adjusted accordingly.

The decision made at the conclusion of the dispute process is final.