How to find and answer a chargeback in Shopify
- Filter your ordersOrders → Search and filter → Add filter → Chargeback and inquiry status → Open.
- Open the orderThe chargeback banner shows the due date in your store's timezone and the issuer's claim. Clicking the reason code opens Shopify's guidance.
- Add evidence and saveClick Add evidence, add your text and files, and save. You can keep editing until the due date.
- Submit before the due dateSubmit now sends it early and locks it. If you don't submit, Shopify sends what you saved on the due date.
- Check where alerts goChargeback emails go to your store contact email, under Settings → Store details.
Evidence file limits
- PDF, JPEG or PNG only.
- Each file 2 MB or less, and all files together 4 MB or less.
- PDFs under 50 pages, PDF/A compliant, and no PDF Portfolios.
- One file per evidence type, so merge several screenshots into one PDF rather than uploading them one by one.
You can also accept the chargeback instead of submitting evidence.
Example: a payout that came up short
A store owner sees a payout $104 short: an $89 order and the $15 fee. Filtering Orders by Chargeback and inquiry status: Open shows one order, disputed as product not received, due in 8 days in the store's timezone. The carrier delivery scan and the customer's "thanks, it arrived" message go into one PDF under 4 MB, submitted 2 days early.
Where Verdikx fits
Verdikx imports Shopify Payments disputes automatically, sorted by deadline, builds the evidence packet as one PDF from the records saved when each order was placed, and its AI drafts the response for you to review. You submit it in Shopify admin, or from Verdikx where Shopify has approved direct submission for your store. See Shopify chargebacks.
Reason codes this answer covers
- Visa 13.1: Merchandise/Services Not Received: often winnable
More questions
Why didn't I get an email about my Shopify chargeback?
Shopify sends chargeback notifications to your store contact email, which you can check under Settings > Store details. Closed or paused stores still receive them. If that inbox isn't watched, filter Orders by Chargeback and inquiry status to see every open case.
Can I edit my Shopify chargeback evidence after submitting?
No. Until the due date you can keep saving changes, but once you click Submit now the evidence is locked. If you don't submit, Shopify sends what you saved on the due date, so check it is complete before then.
See it on your own orders.
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Sources
- Shopify Help Center: Managing chargebacks in the Shopify admin (checked October 16, 2026)
- Shopify Help Center: Chargeback process (checked October 5, 2026)
Last reviewed by Verdikx Research.