How can I get my store back on the Shop app after a chargeback?

[LEVY1]

I shipped out an item and it was stolen from the person's porch. I offered to replace the item and the customer told me they were going to put in a claim with the USPS because this has happened many times before where their packages have been stolen.

I am not sure what the outcome was with that but then I  received a notification of a chargeback and now I have been removed from the shop app.

I have a small business and I don’t think this is fair because I did deliver and have proof of the delivery of the package and had no control over it being stolen. Why was I removed from the shop app?

How long before I can sell on the shop app again? Does anyone know? 

[Greta · Accepted solution]

Hi, @LEVY1!

Thanks for your question, I'm happy to share more information with you. 

First, I do recommend responding to the chargeback and sharing any additional information and evidence you have. You can find more information on how to do that in this help document. 

In order to be eligible for the Shop sales channel, your store has to have a chargeback rate of less than 1% in the last six months. You can find all the details about our requirements here. It's important to remember that even if you aren't currently able to use the Shop sales channel, that doesn't impact your store or account as a whole. 

Lastly, I recommend checking out our help document about preventing chargebacks in the future! 

Please let me know if you have any other questions.

[YHF2022]

I have the same question as Jan333 below.  Information about dates would be useful.

[Topseat]

That's a stupid response actually..... We don't need a lesson on what the shop app requirements are... I think what people are wondering is how do you get forgiveness and get back on the shop app other than the 1% chargeback rate..... And especially for a business, say like mine for example, where a whopping 93% of my total store sales were coming directly from the shop app.. and Shopify and the shop app drop me like a hot potato on both my stores because of one fraudulent man who caused multiple chargebacks between two of my stores... This is an individual I carried a conversation on for a day and a half back and forth on WhatsApp to verify everything that A smart business owner should verify when the order was marked fraudulent in order to see if it was worthy of fulfilling..... When an owner does every single thing they are supposed to do including the silly response to the chargeback which does nothing.. there's no recourse or forgiveness for him making a gut call and ended up losing on the gut call.... So now Shopify can kindly explain how a person like me is supposed to recover 93% of lost sales without the very app that was creating the Lost sales to begin with.... that is the definition of ignorance ! The situation is almost caused me to go elsewhere on another platform and just start over because without the shop app I'm basically closed on both stores..... So we don't need to read materials in the Shopify app about blah blah blah here's the requirements of the shop app... And blah blah blah we're all dumb as* and don't know how to figure out how to prevent chargebacks... I think people are looking for real answers here as to whether or not the shop app can make an exception for a case like mine where an owner did everything in their power to prevent the charge back including communicating with the customer more than several times... Well rules are rules, but I can say undoubtedly that if I had the shop app right now with all the SEO work I've done on my website I would be getting multiple

Sales on a daily basis in Shopify is missing out on all that money to collect their fees etc for their cut of my sales 

[Topseat]

Shopify deserves to lose their cut of my sales in my opinion because of this

[jan333]

Hello Shopify - what date is used for the 6 months to clear a chsrgeback? Is it the date of sale , date of bank decision or the date the customer charges back? The date of sale was Oct 17 2023 and our Shop is still inactive due to this one . Thank you. J

[Mr-Fragrance]

@LEVY1 

Shopify fraud indicators advise ship the item low chance of chargeback. Merchants should always do extra due dilligence on the order, then ship. If a rogue customer wants to put a false chargeback, they will. The banks are poor at reviewing chargebacks, they will 95% of the time favour the customer. Shopify does not consider any other facts, even though, it's there fraud indicators saying low risk, fulfil order.

Once you lose a chargeback, it's a long road back. My advice, forget Shop app, just learn and try to prevent chargebacks, I appreciate this can be out of your control.

[Topseat]

No doubt Mr fragrance.... If the shop app doesn't want my money that was being created 93% of my sales... Then I'll give it to somebody else.... I'd say that's pretty dumbass on their part !!

[Mr-Fragrance]

@Topseat 

I fully understand why Shopify has the chargeback rule, to stop rogue merchants. However, they consider no other facts, was it genuine fraud or customer complaint. I was targeted by a gang, my inexperience looked at the Shopify indicators, then fulfilled the order. In hindsight, I should have looked at other things. The indicators are not correct, it said one payment attempt, after the chargebacks, I noticed multiple payment attempts and one abandoned checkout.In total, I had three fraud transactions over 3 days. I have recently noticed the fraud indicators have slightly improved. 

Your allowed one chargeback every 100 transactions to remain on the shop app. If you get two, that's it your off the shop app. Given three chargebacks, I need to sell two hundred items or get to the 6 month period, whatever comes first. If your a merchant selling low value items, yes, you could sell that volume in two or three months. I sell expensive stuff, so have to wait 6 months. I'm truly gutted, I will again miss Christmas trade. I had Google merchant issues first year.

I had a potential wanting to purchase an item. I thought fraud, so never fulfilled the order. That person left me a negative review on Trustpiliot. Merchants get shafted left, right and centre.

[Topseat]

No doubt merchants get shafted... I have two Shopify stores and if I told you the story of the first you would feel my disgust.... The first order on that store was me purchasing an item for myself off my own website mainly to test my check out... What followed that was out of the next eight orders seven were fraudulent... That was my baptism into business with Shopify by fire.... Here I am with the first registered eight orders on my store and not one of them put a dollar in my pocket except for what I bought for myself...... Shopify prove to me right away that they did nothing or we're going to do nothing to prevent hackers into my store attacking me I guess because I was new and they felt I didn't know anything..... But they truly underestimated me but even with that being said it doesn't matter because Shopify didn't do anything to protect me as a merchant... I mean let's get real when somebody's swiping a card 7-8 times why isn't there a system to shut them down after say the second or

third try ??.. I think it's pretty **bleep** and today's day and age that a platform with their reputation and size of Shopify can allow somebody to get to your check out and swipe a card unsuccessfully 7 and 8 times and just go ahead and mark the order fraud and that's the best they can do, that's pretty pathetic protection for your merchant.. they seem happy to just collect their fees and Dole out their punishments, customer service at Shopify used to be state-of-the-art absolute diamond in the rough ...nowadays it's average at best !... I wish you the best of success, trust me I know exactly what you're going through and I'm in the waiting game just like you waiting for the 6 months to be up.... I was told that the chargeback percentage is based on a percentage of sales that were specifically made with Shopify payments... So explain to me how I'm supposed to recover 93% of my business without the shop app when the shop app was the one that was giving me that 93%... So now I have to make up the 93% I lost and probably then some in order to get my percentage back in line because I don't even know when the 6 months are up if my sales numbers based on their criteria and the percentage created by those numbers is going to be high enough to offset the charge back and get me back on the shop app anyway so I may still be stuck after 6 months and that actually sucks !... I wish you the best of luck buddy... And I appreciate your reply here ..

[Mr-Fragrance]

@Topseat 

After the fraud transactions, I moved to manual payments aceptance. The advantages of using this method, you can vet all orders, you will not incur credit card fees etc if you cancel the order. My sales volume is low, manual payment acceptance works a treat, you need to explore that. No need to worry about cancelling an order and incurring transaction fees.

The Shop app was great, I had Google Merchant issues, my first sale was on Shop app. Great shame I'm not on it now!