How to strengthen evidence in a chargeback dispute?

[LilyOuyang]

A customer purchased our product. Due to a system-generated risk alert, we requested photos of her ID, the last four digits of her bank card, and a bank transaction screenshot for verification.

• Once verified, we proceeded to ship the product.
• However, after the shipment, the customer decided she no longer wanted the product.
• Consequently, we intercepted the vehicle and returned it to our warehouse, informing the customer of a handling fee for the return process. Despite agreeing to this fee, the customer later initiated a chargeback.

• In this situation, considering the shipping information does not indicate the customer received the bike, how should we present our evidence in the chargeback dispute to strengthen our position?
• Since we've never won a chargeback dispute on Shopify, I'm curious about the critical factors or criteria Shopify uses to resolve such disputes.

Your assistance in this matter would be greatly appreciated. Thank you!

[ViandMerc]

Shopify, you heard Lily, the people want to know:

• Since we've never won a chargeback dispute on Shopify, I'm curious about the critical factors or criteria Shopify uses to resolve such disputes.

Shopify needs to step up on behalf of the merchants you claim to support. Massive credit card companies and sketchy customers win 100% of the time. Help us!