Shopify Payments chargebacks
with the evidence packet already built

How Shopify Payments disputes work

When a cardholder disputes a payment, their bank opens either an inquiry or a chargeback. With an inquiry, the bank asks for information and does not take the disputed amount or a fee right away. With a chargeback, the disputed amount and a chargeback fee are withdrawn immediately. Shopify lists the fee by country; in the United States it is $15 USD.

You then have limited time, usually 7 to 21 days, to build your response in Shopify admin. After you submit, the card issuer's review can take up to 75 days. If you win, Shopify says the disputed amount and chargeback fee are returned; if you lose, there is no appeal. Shopify is not involved in deciding outcomes. Fees and handling vary by country, so check Shopify's page for yours.

Some Shop Pay orders are covered by Shopify Protect, which protects eligible orders against fraudulent and unrecognized chargebacks at no cost. Check whether an order is covered before spending time on a response.

What Verdikx adds

Verdikx is a fraud, chargeback and dispute platform for e-commerce and SaaS merchants, built by Verdikx LLC (New Jersey, United States). On a connected Shopify store:

• Automatic import. Shopify Payments disputes appear in Disputes → Cases with no extra connection, sorted by deadline (days left, hours left under 48 hours, or Overdue).
• Evidence already captured. Every order was saved to the evidence vault with a timestamp when it was placed, including the policies shown at the time, so the packet reflects what the customer actually saw.
• Packet built on arrival. Order and payment records, shipments and any carrier scans on file, delivery destination, refunds, customer conversations and your reviewed response, in one PDF.
• Reason-code playbooks. What tends to matter for fraud, item not received, not as described or credit not processed claims.
• Checks before you submit. A consistency review catches issues a bank would notice (for example a policy that changed after the order). On every plan, the contradiction finder looks for records that contradict the cardholder's claim (on Starter, its AI claim check shares the 10 AI cases a month with AI drafts); only findings you approve go into the packet.

How submission works

There are two paths, and the case tells you which one applies:

1. Submit to Shopify from Verdikx. Available only when Shopify has approved direct evidence submission for Verdikx on your store. Shopify accepts one submission per dispute, the PDF must be under 4 MB, and it can't be edited afterwards.
2. Submit in Shopify admin (the usual path). Download the packet, click Open dispute in Shopify, add the evidence and click Submit evidence in Shopify. Back in Verdikx, mark the case as sent so your queue and results stay accurate.

Autopilot (Growth and Pro) can auto-submit Shopify Payments cases only when the case shows Submit to Shopify, and only inside the limits you set; by default it submits 48 hours before the deadline. See Autopilot.

Finding chargebacks in Shopify admin

In Shopify admin, open Orders, click Search and filter, add the filter Chargeback and inquiry status and choose Open. Shopify emails new chargebacks to your store contact email (Settings → Store details). Each order's chargeback banner shows the due date in your store's timezone. Add evidence lets you save and edit until then, Submit now sends it early and locks it, and if you don't submit, Shopify sends what you saved on the due date. Evidence files must be PDF, JPEG or PNG, at most 2 MB each and 4 MB together, with PDFs under 50 pages and one file per evidence type. See where to find chargebacks in Shopify.

Payout holds (reserves)

Shopify can place a reserve on a Shopify Payments account: a temporary hold on a portion of transactions, or in some cases the full amount, to cover potential chargebacks and refunds. Elevated chargeback activity, increased refund rates, long delivery timelines, extended billing cycles and sudden volume surges are among the factors Shopify names. A reserve is a fixed amount or a percentage (for example 10% of each transaction for 120 days), its terms arrive by email, and Shopify reviews it before it expires. See can chargebacks get your Shopify payouts held.

PayPal Wallet payments

Where Shopify Payments offers PayPal Wallet, Shopify handles those disputes differently: you can issue only a full refund once a dispute is open, and funds are held during the inquiry. Disputes on legacy PayPal Express Checkout orders are managed in PayPal, not Shopify. See PayPal disputes for what Verdikx supports there today.

Plans and limits

Shopify Payments dispute evidence is on every plan, starting with Starter at $29/month (7-day trial). Verdikx does not reimburse chargebacks or change the bank's decision, and it does not submit anything to Shopify unless you (or Autopilot, inside your limits) confirm it.