Must I refill chargeback forms when providing additional proof?

[DerekD42]

I received a fradulent chargeback claim- contacted the buyer, who states they never filed it, and that they also received what they paid for. Lets assume Shopify is going to use AI or automation to decide who wins the case (usually deciding in the buyers favor no matter what). But that aside, I filled out the forms of proof with all the screen grabs and submitted it. I later realized I had a better screen shot of proof (and additional one), and when I hit the "update" form, I'm given a blank form all over again. My question- do I need to fill out all and everything once again, or does this update send additional proof on top of what I already sent. This seems a terrible/archaic system to be honest. I have been having quite a few problems with Shopify, so perhaps this is my cue to pack up and finally leave. 

[Shay]

Hi @DerekD42 

Thank you for reaching out to the community forums about the chargeback you received on your store. Receiving a chargeback is never a fun situation to be in. I also want you to know that any feedback you wish to share about the process will be heard!

When submitting the form for a chargeback, if you go to update the form then we recommend filling in all the details along with the updated information. The bank will only accept a single form and to ensure accuracy of the details, if you go to update the form, all fields need to be refilled. You can copy and paste any text based responses to a text document on your device so you don't have to write it out again. 

I want to let you know as well that Shopify does not partake in the decision making process of a chargeback. Our presence in a chargeback is only there to provide the documentation from the merchant/order to the bank that initiated the chargeback. The banking institute makes the final decision based on the evidence provided by both you and the customer. 

If you have been in contact with the customer about this chargeback and they claim to not know of it, then the customer will still need to contact their bank because the bank may have initiated the chargeback on their behalf. The customer is the only person who can inquire about the chargeback and will want to make sure that no fraudulent activity is going on. If the customer wants to cancel the chargeback, they can then request a letter of withdrawal to share with you to include in your response to the chargeback.

[KRSabers]

It's totally ridiculous isn't it? I had a chargeback case recently. Shipment was successfully delivered with DHL Express. Signed for and everything. £200 GBP+ order.

Customer filed a chargeback for fraud. No contact from the customer. No emails. No messages etc. Despite giving proof of delivery and the shipping waybill, the customer still won the chargeback.

Shopify really do not care at all. They just say "We can't do anything about it".

Problem is, how the hell do we know how Shopify is fighting the card issuer on this?! Why can't the merchants (us) deal with the card issuers directly.

I DO NOT trust Shopify to fight these disputes for me. I am perfectly capable of doing it myself! 

[DerekD42]

I even have emails from the buyer admitting they got it, they said they
were sorry, and then they said they would take care of it and call the
bank- they never did.

I sent ALL those emails to the bank/case and I'm sure this will STILL
decided against me- to add insult to injury, I end up with a $15 bank
penalty fee as well.

The worst....