Shopify checklist · updated May 10, 2026
Shopify says the bank or card company makes the final decision, not Shopify. That means the merchant’s job is to submit the strongest evidence before the admin deadline, organized around the exact dispute type.
Shopify’s process usually gives a limited response window. Open the chargeback in admin, confirm the due date, read the issuer claim if available, and gather only the documents that address that claim.
Shopify’s help guidance notes chargeback rates are based on the number of chargebacks, not the outcomes. That is why prevention and fast root-cause review matter even when you submit strong evidence.
By product type
| Product type | Evidence to collect | Best operating habit |
|---|---|---|
| Physical products | Carrier, tracking number, delivery status, full shipping address, signature or delivery photo for high-risk/high-value orders. | Store delivery proof and shipping address in one folder per disputed order. |
| Digital products | Download/access logs, license key delivery, account activity, IP/device timestamps, onboarding or receipt emails. | Preserve logs before retention windows expire. |
| Services | Booking confirmation, work logs, completion proof, signed forms, or customer acknowledgement. | Send completion confirmations immediately after service delivery. |
| Subscriptions | Subscription agreement, renewal notice, cancellation policy, usage logs, cancellation request history. | Make renewal/cancel terms explicit at checkout and in receipts. |
For fraudulent transaction claims, collect AVS/CVV, IP/device context, 3D Secure if present, order history, delivery confirmation, and customer messages acknowledging the order.
Physical delivery proof is different from digital access proof. A strong Shopify packet makes the issuer’s review easy by labeling the exact evidence type instead of mixing everything into a long screenshot dump.
Use VAMP Watch
Paste the order facts into the browser-only builder, download the outline, then create your Shopify response with a short summary and labeled evidence.
Sources