First steps when a chargeback arrives
- Read the reason codeLook the code up in the reason code lookup. It decides which evidence counts, whatever the customer's message says.
- Note the due dateUse the date on the case, not a network rule, and plan to submit at least 2 days early so a failed upload can be fixed.
- Don't refund the orderThe disputed amount is already gone. Stripe doesn't let you refund a disputed charge outside the dispute while it is open.
- Decide: fight or acceptAccept when your records show the customer is right. The fight or accept tool walks through it.
- Gather everything, then submit onceList what the code needs with the evidence checklist builder, write a short letter, attach every record and submit.
Why the first hour matters
On Shopify Payments the disputed amount and a fee ($15 in the United States) are taken as soon as the chargeback opens, and Stripe debits the amount plus a dispute fee the same way. You usually have 7 to 21 days to respond. Stripe says a missed deadline is an automatic loss, and Shopify sends whatever evidence you saved on the due date even if you never pressed submit. Stripe forwards a response once and you can't add to it, so the first hour is for reading, not replying.
Example: a $120 order disputed as fraud
A cardholder's bank files Visa 10.4 on a $120 order, labelled "fraudulent" and due in 9 days. The tracking shows a delivery scan, but for a fraud claim that isn't enough: delivery shows where the parcel went, not who paid. The response needs the AVS and CVV results, the checkout IP address and any earlier undisputed orders from the same customer. Two qualifying earlier orders on the same card can make it a Compelling Evidence 3.0 case.
Where Verdikx fits
Verdikx imports Shopify Payments disputes automatically and opens each case with a deadline countdown and the playbook for its reason code. Its AI drafts the response from your store's own records for you to review, and the AI claim check flags records that contradict the cardholder's claim. Starter covers AI drafts and the AI claim check for 10 cases a month; Growth and Pro are unlimited (fair use). The cardholder's bank still decides.
Reason codes this answer covers
- Visa 10.4: Other Fraud: Card-Absent Environment: sometimes winnable
- Visa 13.1: Merchandise/Services Not Received: often winnable
More questions
Can I ignore a chargeback I don't want to fight?
Accept it rather than ignore it. On Stripe a missed deadline is an automatic loss, and on Shopify Payments whatever evidence is saved goes to the bank on the due date. Accepting is fine when the claim is right or the effort outweighs the amount; the dispute counts toward your chargeback ratio either way.
Should I call the customer's bank about a chargeback?
It usually doesn't help. The issuer decides on the response your processor forwards, and Stripe advises against asking the bank to call or email you for more information. If it may be a misunderstanding, contact the customer instead: only they can ask their bank to withdraw the dispute.
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Sources
- Shopify Help Center: Chargeback process (checked October 5, 2026)
- Stripe Docs: How disputes work (inquiries, timing, unchallengeable disputes) (checked October 5, 2026)
- Stripe Docs: Respond to disputes (checked October 16, 2026)
Last reviewed by Verdikx Research.