← Shopify dispute types
Shopify chargeback reason: Fraudulent
What it means: The cardholder says they did not authorize the charge (for example, the card was stolen). Shopify notes this is the most common chargeback reason.
Try first: Contact the customer first: the purchase may have been forgotten or made by a family member. If they agree the charge is valid, ask them to withdraw the dispute with their bank and submit their withdrawal confirmation as evidence.
Evidence checklist
- Date and time the order was fulfilled
- Billing information the customer used, and AVS/CVC results
- IP address and country used for the order
- Shipping and tracking information, with delivery confirmation to the order address
- Prior undisputed orders from the same customer
- Any communication where the customer acknowledges the order
Related card network reason codes
The issuer's reason code (if shown) is more specific:
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: Shopify Help Center. Shopify isn't involved in deciding chargeback outcomes; the card issuer decides.
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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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