Chargeback

Payments + Shipping & Fulfilment

Topic summary

A merchant received a chargeback through Shopify Payments after a customer claimed non-delivery, despite FedEx confirming successful delivery. The merchant had email interactions with the customer and submitted evidence including tracking details and transaction records.

Current Status:

  • The bank ruled in favor of the customer
  • Customer now has both the product and refunded money
  • Shopify will deduct the chargeback amount from the merchant’s next payout

Key Points:

  • Chargebacks are handled by the customer’s bank, not Shopify
  • Evidence responses should include email communications, transaction details, and shipping/tracking information
  • The merchant believes this is fraud and is seeking guidance on filing a police complaint or other legal recourse

The situation remains unresolved, with the merchant looking for options beyond the standard chargeback dispute process.

Summarized with AI on November 1. AI used: claude-sonnet-4-5-20250929.
1

Hi everyone, I got a chargeback from a customer as I use shopify payments. The customer got their money back and shopify will deduct the amount from my next payout.

The customer basically opened a case as she didn’t get the product but FedEx clearly delivered the product. The customer herself ordered the product and was in interaction with my sales team.

Now this is so stupid from shopify that without confirming, they have given the amount back and will charge me back without even knowing that the customer have the product and also now the money.

What should I do? I have already submitted my response, but is there anything else that can be done?

2

Hi @Raffey7 ,

We need to send the proper evidence response , email communication screenshot, transaction and shipping details with tracking details.
The response can be vary based on the dispute reason.
Also, shopify don’t verify the chargeback. Chargeback is handled by the bank from there the customer has processed the transaction.

Let me know if you are still facing the chargeback issues.

Thank you.

3

The bank has sided with the customer. My products are with the customer and now the customer has the money too. It’s a complete fraud from the customers’ end. How can I file a complaint in the police or somewhere.? Please let me know.