We do not offer subscriptions via our online store. We have received our second chargeback from a customer who claims to have cancelled their subscription. We lost our first chargeback for this claim, ironically. Shopify sets up the chargeback response requiring copies of our subscription cancellation policy (again, we do not offer subscriptions), as well as wanting to know why we didn’t cancel a customer’s subscription, etc. Lastly, our SHOPIFY PROTECTION for this order has also been revoked for this order because of this customer’s illegitimate claim. How do we handle this chargeback, this time, without losing it? Also, Shopify can clearly see we do not offer subscription services – so, our SHOPIFY PROTECTION should not be taken away and/or removed for this order, right?
Chargebacks are never a great situation to deal with, especially when the reason for the chargeback appears to be inaccurate.
In regards to the decision of resolving the chargeback, that is something that is up to the customer’s bank and not Shopify. In these situations Shopify is the middle-man, giving you an avenue to submit evidence supporting your side of the claim to the customers bank. The final decision is always up to the customer’s bank to make.
In regards to Shopify Protect, it is only available for chargeback protection on orders that are marked as Fraudulent or Unrecognized by the customer: Shopify Protect - Addressing chargebacks. Since the chargeback reason for this order would be different than that, it is not eligible for Shopify Protect.