why i lost chargeback after fulfilled the order?

[uksll]

my customer opened a chargeback saying she did not get the package, however the tracking information shows the package was delivered. Why i lost the chargeback after i fulfilled the order and provided all the evidence? 

[Emily]

Hi, @uksll.

Thank you for reaching out! 

Loosing a chargeback dispute, even after providing evidence of delivery, can be frustrating. However, Shopify is not the one who determines who wins the chargeback, we just provide an integration so that a chargeback may be responded to. The customers bank will be the one in control of going over evidence and deciding. Once the chargeback decision has been made by the bank, that decision is final. 

Please let me know if you have any further questions!