How a reversal happens
The formal response is called representment (the steps are in can a merchant fight a chargeback): you send evidence back through your processor to the cardholder's bank before the response deadline. If the issuer accepts it, the funds are returned; on Shopify Payments the fee comes back too. If not, the chargeback stands or moves to pre-arbitration. American Express can charge back upfront, and you can still reverse it with the right documents inside the deadline.
What makes it likely to be accepted
- Evidence chosen for the reason code: Visa 13.1 needs delivery proof, Visa 10.4 needs proof the cardholder took part.
- A short rebuttal letter that answers the exact claim and cites each attached record, without accusing the customer.
- Submitted at least 2 days before the processor's due date.
The cardholder's bank decides whether to reverse it.
What doesn't reverse it
Refunding the customer after the chargeback is filed doesn't stop it, and you can end up refunding and being charged back.
Reason codes this answer covers
- Visa 10.4: Other Fraud: Card-Absent Environment: sometimes winnable
- Visa 13.1: Merchandise/Services Not Received: often winnable
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Sources
- Stripe Docs: How disputes work (inquiries, timing, unchallengeable disputes) (checked October 5, 2026)
- American Express: How to Manage and Help Prevent Disputes (US reference guide, version 2024PROP) (checked October 5, 2026)
- Shopify Help Center: Chargeback process (checked October 5, 2026)
- Verifi: Resolve pre-disputes automatically (RDR and CDRN) (checked October 5, 2026)
Last reviewed by Verdikx Research.