Chargeback then customer cancels

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Tourist
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My customer filed a chargeback with their bank stating "Not Delivered". 

 

When the package finally arrived, the customer contacted their bank to cancel the chargeback.

 

My question is, will shopify get the "memo" that that it was cancelled and reverse the chargeback on my account (I'm using Shopify Payments)?

 

My customer also requested a refund for 2 of the products that are in the original order that was chargedback. We notified the customer that we cannot issue a refund until the chargeback has been reversed on our end.

 

Or what does this process look like and what do I need to do on my end to make sure that the chargeback is reversed, if anything?

 

Any help/advise, etc. is welcomed.

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Community Moderator
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This is an accepted solution.

Hi @jcorp,

 

Nick here from Shopify. Really good question! 

 

In an instance where a customer files for a chargeback then cancels it, it can sometimes take a while for the bank to recognize the cancelation. It can even take the full time allowed for a chargeback to process. Because of this, the best step to take is to see if the customer can provide you with an official letter from their bank, stating that it's canceled, and then the store owner (you) can submit that to Shopify via the admin for review. Shopify might be able to take a look at it with Stripe and expedite it, but can't always gaurentee success. 

 

If the response window is not open still, the best way to submit the customer bank letter would be by starting a ticket with Shopify via email. Shopify also has a help guide going through some of this which you can see here

 

I hope this helps and if you have any other questions about it, please don't hesitate to ask in a reply here. 

 

All the best, Nick

Nick | Community Moderator @ Shopify
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Tourist
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Hi @Nick ,

 

 

Thanks for the info! This was exactly what I was needing/looking for!

 

Great job!

 

Thanks again

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Fantastic to hear this @jcorp. As I mentioned if you have any other questions, just let me or the support team know

 

Shopify has a helpful guide about Fraud prevention which you could interest you to help prevent more chargebacks occurring. You can find it here. There is also a good selection of fraud prevention apps to choose from in the Shopify app store here

Nick | Community Moderator @ Shopify
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Hi @Nick ,

 

I know this is an old thread, but I have a similar issue where the customer canceled their chargeback and wants to proceed with an exchange.  She received the official bank email and forwarded it to me, and I attached it to our response in the chargeback.  I emailed Shopify suppor with no response, and I'm a bit concerned that it's been almost 30 days, and no response/change has occurred even though everything seems resolved on both our end and the bank's end.  Help would be appreciated! Thanks!

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Tourist
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Hi Courtney,

 

 

Once the chargeback has been filed with the bank, it still has to go through the process... I believe this case took near 3 months if I remember correctly. It was resolved in my favor (you'd think right?)... but just in case, I still submitted my Chargeback response, attaching emails, the buyer cancellation letter, etc... basically all evidence.

 

It's just a waiting game after that.

 

Hope this helps...

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Community Moderator
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Hi @courtneyc,

 

No worries about commenting on an older thread if it's relevant. As @jcorp mentioned it can take a while for this to come through, sometimes longer than 30 days. I know that's not the greatest feeling, having to wait, but once the chargeback process has started it must be followed through. Can you reply with your ticket no. from Shopify and I can follow up with you on it there if you want? 

 

The best way is to still follow the instructions I replied to @jcorp with initially about this. 

Nick | Community Moderator @ Shopify
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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