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
• merchandise not as described
• not received
• service not as described
• stolen
• 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 merchandise 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	Report in Shopify admin	Report to Shopify Support
Fraudulent	The charge isn't recognized by the cardholder and was not made by the cardholder or a member of their family.	✔
	Card details have been lost or stolen and used fraudulently
Non-fraudulent	The charge isn't recognized by the cardholder and was not made by the cardholder or a member of their family.		✔
	Duplicate charges
	Merchandise is not as described
	Service is not as described
	Charges received after cancellation of subscription or service
	Any other type of dispute that doesn't meet the specific requirements of a fraudulent dispute as outlined here

Disputing 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 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:

1. From your Shopify admin, go to Finance.

2. Go to Balance.

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

4. Click Report suspected fraud.

5. Optional: If you suspect multiple transactions being fraudulent, then click Add more to include additional transactions in your report.

6. Review the transactions that you select, and then click Continue.

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

8. Optional: For physical cards, confirm your shipping address, and then click Continue.

9. Select I confirm that I did not authorize the selected transaction(s) to confirm your report, and then click Submit report.

10. Click Continue.

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

Contacting Shopify Support to dispute other types of transactions

If you want to dispute a card transaction in a category except fraud, then you must contact Shopify Support to begin the process.

Steps:

1. From your Shopify admin, go to Finance.

2. Go to Balance.

3. In the Transactions section, click the transaction that you want to dispute, and then take notes of the transaction details for reference.

4. Collect relevant documentation that supports your claim, such as receipts, correspondence with the vendor, proof of return, and service agreements.

5. Contact Shopify Support and provide details about the transaction, the reason for the dispute, and any additional evidence required by Support.

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