How long does a cancelled chargeback remain on an order?

[lizziepearl]

My customer opened a chargeback because she hadn't received her refund. Her return had actually been lost but the carrier had marked it as delivered. We were unaware of this, as she did not reach out to us first, and instead went directly to her bank to open the chargeback.

Long story short - we have it in writing from her that the chargeback was cancelled by the bank - but it's still showing on her order. It's been two weeks. We also tried to refund her despite the chargeback still showing, but the refund will not go through while the chargeback is open.

Anyone know how long the chargeback remains there after being cancelled/dropped? (or did she not actually contact her bank?) Is there something we need to do manually?

[Emily · Accepted solution]

Hi, @lizziepearl.

Thank you for reaching out! I am sorry to hear you received a chargeback. 

Once you have submitted the evidence against the chargeback, there is nothing else you can do on your end, as her bank has to make the decision. On average, this takes about 65-75 days, although few cases go past the 75-day mark. I completely understand the frustration with this. However, Shopify is the vessel to respond to the dispute, and the customer's bank is the "judge." There isn't a  way to know if your customer dropped the chargeback until the final decision is made. I highly recommend only refunding the customer once this chargeback has a result. 

Please let me know if you have any further questions! 
 
Take care,