Shopify Charge Back Disputes

When a fraudulent order has been placed the credit card holder may dispute the transaction and raise a chargeback dispute. This can also occur within PayPal and is handled within the PayPal platform.

For disputed credit card transactions this is handled through Shopify and there is usually 1 month provided to follow up with the purchaser and either get them to cancel the dispute, e.g. explain to them what the transaction is as some people do not recognise the business name on their statement or used a business credit card without the business knowledge.

These are the steps to resolve a chargeback dispute:

Step 1: Contact Customer
Call the customer by phone and ask them if they are aware of the chargeback, if it is somethiung they have raised, if they know a reason why this would have been raised etc.

Step 2: Follow Up with an Email
If you have spoken with customer or if you have not spoken with them send them an email.
This is an example email, amend as need be if you have not contacted them.
Hi CUSTOMER NAME,

Thanks for taking my call just now.

As mentioned there has been a dispute raised for the purchase you made for the PRODUCT NAME on the DATE for VALUE using the card ending in LAST 4 DIGITS (MasterCard)

Can you please check if it was your partner that has raised this dispute due to not recognising the business name on his statement and you both sharing the same card.

If you could please have this dispute cancelled that would be much appreciated.

Should you have any questions please reply to this email.

I will touch base in the coming days.

Kind Regards

Step 3: Check if Dispute is Cancelled and Follow Up
Check on the home page of Shopify if the dispute has been cancelled and if not call then email the customer again.
Only send an email after you have tried to call the customer to follow up.
Example email, to be sent after phone call attempt with no answer.

Hi CUSTOMER NAME,

I have tried to follow up by phone a few times but have not been able to reach you.

To avoid this being escalated further with the department of cyber crime can you please confirm you have requested for your partner to cancel the disputed transaction?

Appreciate your assistance with regards to this matter.

Kind Regards,

Step 4: Continue to Follow Up and if Dispute is NOT cancelled Submit Required Evidence / Information Via PayPal or Shopify Before The Closing Date