Managing chargebacks and inquiries

When you get a chargeback or inquiry on an order made with Shopify Payments, Shopify will collect evidence and send it to the customer's bank on the due date. Before Shopify sends the response, you can add additional evidence in the Shopify admin.

View and add evidence for a chargeback

To view the evidence for a chargeback:

  1. From your Shopify admin, click Orders.

  2. Click the order that is being disputed.

  3. In the chargeback banner, click View evidence:

    The View evidence button

The type of evidence you should add depends on the reason for the chargeback.

View all chargebacks and inquiries

To see which of your orders have chargebacks or inquiries:

  1. From your Shopify admin, click Orders.

  2. Click Filter orders.

  3. From the Select a filter... drop-down menu, select Chargeback and inquiry status:

    Selecting Chargeback and inquiry status from the drop-down menu
  4. From the Select a value... drop-down menu, select open:

    Selecting open chargebacks and inquiries from the drop-down menu
  5. Click Add filter.

You'll see a list of all the orders with chargebacks or inquiries that Shopify hasn't sent to the customer's bank yet.

Chargeback status

The status of a chargeback or inquiry explains which part of the process it's in. A chargeback or inquiry can be in one of the following states:

  • open: Shopify hasn't sent the response yet. You can still add evidence to the response.
  • submitted: The customer's bank is reviewing the evidence and making a decision about the chargeback or inquiry.
  • won: You won the chargeback.
  • lost: You lost the chargeback.

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