Managing chargebacks and inquiries

Note

To manage your chargebacks and inquiries in the Shopify admin, you need to be using Shopify Payments.

When you get a chargeback or inquiry on an order made with Shopify Payments, Shopify collects evidence and sends it to the credit card company on the due date. Before Shopify sends the response, you can add additional evidence in the Shopify admin. After the evidence is submitted, the chargeback or inquiry is resolved within 120 days.

Note

Before you use Shopify Payments, review the following requirements:

• Shopify Payments is only available to stores that operate in certain countries and regions. Learn more about which countries and regions are supported.
• To use Shopify Payments, you must secure your account by setting up two-step authentication. Learn more about setting up two-step authentication and account security in general. If you decide to deactivate two-step authentication in the future, then you expose your account and financial information to potential criminal attacks.

Chargebacks are decided by the cardholder's bank. Shopify can't influence or revert this decision. Shopify can assist you by providing information to dispute the chargeback.

Refer to the section on chargebacks for more information about the types of chargebacks as well as strategies to prevent them.

In this section

• Chargebacks in the Shopify admin

• Fraud and dispute monitoring programs