How long should I expect a chargeback resolution to take?

Payments + Shipping & Fulfilment
1

I was notified about a chargeback for an order that had already been processed and shipped. The customer received the product 4 days after the order was placed. 1 day after his claim. The customer did not recognize the credit card charge, so he filed a “fraudulent” claim with his credit card company. I contacted the buyer. He realized he had filed this chargeback in error. I responded to the chargeback in Shopify in April noting that it was submitted in error. He notified his CC company with the same information. I can’t believe it takes this long to rectify. Is this the process that I should expect for any chargeback? Today’s new message says the response could take up to 75 days from today. That means when the entire process is through and I receive the actual payment and reimbursement for the chargeback fee, it will be nearly 6 months after the actual sale and delivery of items. Not what I would deem “World Class Service”.

2

Hi @Ed443 .

I completely understand your frustration here. Chargebacks are known to be long and arduous processes but this is something that is out of our control.

The reason for the long timelines is due to the fact that the banks must facilitate the process between both parties involved. When chargebacks are NOT submitted in error, there are a lot of details that go into both parties claims/responses to the chargeback. Receiving and reviewing this information can take a very long time. With the amount of claims any given financial institution recieves, we can only imagine that the backlog they are faced with must increase the timeline for deliberation.

All to say, Shopify simplifies the chargeback process for our merchants by allowing them to answer to it directly from their Shopify account. Our involvement is capped there and we cannot accelerate or inquire as to the status of the chargeback any more than our merchants.

I’m sorry I cannot be of more help to resolve this for you. Ultimately, I hope this clears things up a bit in terms of Shopify’s involvement in the chargeback process.

All the best,