← Shopify dispute types
Shopify chargeback reason: Unrecognized
What it means: The customer doesn't recognize the merchant name or location on their card statement.
Try first: Contact the customer and explain what the charge was for. If they agree it is valid, ask them to withdraw the dispute with their bank. Check that your statement descriptor clearly matches your store name.
Evidence checklist
- Date and time the order was fulfilled
- Billing information the customer used
- IP address and country used for the order
- Shipping and tracking information
- Your statement descriptor and how it relates to your store name / website
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.
DisputeDesk is operated by Avenbridge Technology Limited (Hong Kong). Privacy