Shopify Payments dispute types
Shopify shows one of eight reasons on each chargeback or inquiry. Pick yours for what it means and what evidence to submit.
- Fraudulent — The cardholder says they did not authorize the charge (for example, the card was stolen). Shopify notes this is the most common chargeback reason.
- Unrecognized — The customer doesn't recognize the merchant name or location on their card statement.
- Duplicate — The customer believes they were charged twice for the same product or service.
- Subscription canceled — The customer believes they were charged for a subscription after it should have been canceled.
- Product not received — The customer says they paid but never received the order.
- Product unacceptable — The customer says the product was defective, damaged or not as described.
- Credit not processed — The customer says they were promised a refund or credit that never arrived.
- General — A chargeback that does not fit the other categories. Read the issuer claim (when Shopify shows one) to see what the customer actually says.
Good to know
- Shopify Payments generally adds available order data (such as product details, billing and shipping addresses, and tracking) to your response automatically and submits it on the due date; you can add more evidence before then.
- Evidence deadlines are typically 7 to 21 days after the chargeback is filed — use the due date shown in your Shopify admin.
- Once the bank decides, the outcome is final; you cannot add evidence or appeal through Shopify.
- If the customer agrees to drop the dispute, they need an official withdrawal letter from their bank (a statement screenshot is not enough); submit it as evidence.
- Banks often receive evidence by fax: use clear, high-contrast documents that print well in black and white.
Source for dispute type names and guidance: Shopify Help Center.
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DisputeDesk provides general information and document preparation help. It is not legal advice, and we do not guarantee any dispute outcome — the card issuer decides. Reason-code names and rules change; always check the dispute details in your Stripe or Shopify dashboard and the card network's current rules.
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