Server Error when submitting a Chargeback dispute.

[franklin14th]

I am attempting to submit a Chargeback dispute through the Shopify interface. I've added the document in .pdf file format and my comments but every time I click Submit, it gives me a red box popup at the bottom of the screen that just says "Server Error" then it goes away. It doesn't submit, doesn't save, nothing. 

What have I tried: I've tried clearing cookies, cache and history in Chrome. Tried Incognito. Tried Firefox and Safari. No luck with any of them. They all keep tossing up that "Server Error" in a red box. Please help!

[lenethidjao]

Hey Franklin14th,

I am having the same error, were you able to resolve it and can you please share if you were able to find a solution? Thank you. I tried doing the same trouble shooting as you did. 

[Maz]

Hi, @lenethidjao!

Thanks for getting in touch!

If you're receiving errors when trying to submit evidence for chargebacks, then it might be because the evidence does not meet the required guidelines below:

Guidelines

1. Only PDF, JPEG, or PNG file types are accepted.

2. Ensure that PDFs are PDF/A compliant.

3. Don't include PDF Portfolios. When necessary, merge multiple PDFs into one PDF file.

4. Ensure that each PDF has fewer than 50 pages.

5. Ensure that image files are cropped appropriately, are high contrast, and are legible. Use callouts or arrows to draw attention to pertinent information.

6. Ensure each evidence file doesn't exceed 2 MB.

7. Ensure that your combined evidence files don't exceed 4 MB.

8. Submit only one file for each type of evidence. If you have multiple files for one type of evidence, then combine them into a single image or PDF file.

9. Don't include audio or video files, links to external resources, or requests to call or email for more information.

If everything checks out, and you're still having issues, then please get in touch with our live support team here via this link for further assistance.

[lenethidjao]

Hello,

Thank you for your prompt response.

My file is less than 2MB and it was in PDF, it was only 4 pages but keep getting the same error.

I tried clearing cache and browser history, switched on a different browser from Chrome to Safari. Can you please advise? Thanks. 

[Ollie]

Hey @lenethidjao.

Thanks for the quick response.

I appreciate the context that you have provided as that is very helpful! Looking into this, if you are receiving a Server Error when attempting to submit a chargeback response - we will need to take a further look into the situation to advise the next steps. Since we are unable to authenticate you over the Community forums due to the sensitive information that needs to be shared, I am unable to view the specifics. In this case, you can get in direct contact with our live support by navigating to the Help Center. 

When you arrive at the Help Center, you will need to make the virtual assistant be aware that you would like to Speak with support and you will be connected with a Support Advisor accordingly. 

Let us know if you have any questions.