How to handle chargeback on Delivered order?

Shopify Discussion
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Topic summary

A merchant faces a $227 chargeback despite having proof of delivery and customer communication confirming order details via WhatsApp. The customer filed the dispute two days after delivery and has stopped responding. Shopify flagged the buyer as potentially fraudulent and has already withdrawn the disputed amount, with a December 18th deadline to submit dispute documentation.

Recommended documentation to submit:

  • Proof of delivery with tracking showing recipient address and delivery confirmation
  • WhatsApp conversation screenshots (with timestamps) confirming measurements and shipping address
  • Pre-shipping email attempt showing good-faith communication
  • Order timeline from Shopify including payment and shipping confirmations

Prevention strategies suggested:

  • Require signature confirmation for high-value orders
  • Avoid fulfilling orders flagged as high-risk by Shopify
  • Implement manual payment capture for suspicious orders
  • Use additional verification (card digits, billing ZIP, ID requests)
  • Check for red flags: address mismatches, IP location discrepancies
  • Consider third-party fraud prevention apps (FraudFalcon, FraudGuard, Signifyd mentioned)
  • Enable payment gateway features like Verified by Visa or Mastercard SecureCode

Multiple respondents emphasize submitting documentation as early as possible and note that Shopify provides templates for dispute responses.

Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
1

Hello Shopify Community,

I recently encountered a chargeback situation with one of my customers, and I need your guidance on how to best handle this issue. Here are the details:

  1. Order Details:

    • The order was for a product costing $227 USD.
    • It was delivered on time, and I have tracking details to prove it.

  2. Communication with the Customer:

    • Before shipping, I sent a size confirmation email to the customer, but they did not respond.
    • I later contacted the customer via WhatsApp Business, and they confirmed the measurements there.
    • I also confirmed the shipping address during our WhatsApp conversation.

  3. Current Issue:

    • Despite the order being delivered and communication taking place, the customer filed a chargeback two days ago.
    • Shopify’s fraud analysis suggests that the buyer might be fraudulent.
    • Additionally, the customer tried placing more orders on my store but abandoned the checkout process.

  4. Customer’s Current Status:

    • The customer is no longer responding to my WhatsApp messages.

  5. Shopify’s Role:

    • Shopify has already charged the disputed amount from my bank.
    • I have until December 18th to submit the required documentation for the chargeback dispute.

  6. Questions:

    • What documentation should I submit to reverse this chargeback? For example, proof of delivery, screenshots of WhatsApp conversations, fraud analysis details, etc.
    • Is there a way to avoid such situations in the future? Should I enable certain fraud detection measures or adjust my checkout process?
    • Does Shopify offer additional support for chargebacks?

I would greatly appreciate any tips, insights, or similar experiences that could help me resolve this situation successfully.

Thank you!

2

Hi @RizwanSubbhani ,

1. Documentation to Submit for the Chargeback

  • Proof of Delivery

  • Order Details

  • Customer Communication

  • Fraud Analysis

  • Your Refund Policy

  • Additional Notes

2. Preventing Future Chargebacks

  • For high-value orders, require a signature upon delivery to provide stronger proof in disputes.
  • Avoid shipping to addresses or customers flagged as high-risk by Shopify.
  • For additional verification, set up payment gateway features like Verified by Visa or Mastercard SecureCode.

3. Shopify’s Support for Chargebacks

  • Shopify’s chargeback system helps you upload required documentation and provides templates for dispute responses.
  • Consider apps like FraudBlock or Signifyd, which can provide automatic chargeback protection and insurance.

You need to submit the required documents ASAP, and if you require help with that you can contact a developer which has experience with chargeback.

If you need any further assistance or have any queries, feel free to contact me.

Was my reply helpful? Click Like to let me know!

Was your question answered? Mark it as an Accepted Solution and click like.

3

Hey :waving_hand:t4:

sorry to hear that!

Regarding avoiding such situations:

I would never fulfill orders that are flagged as high risk by shopify. If you approve your orders manually then don’t approve orders with high risk.

There are also certain rules that Shopify suggests to check to avoid any fraudulent orders:

  • Shipping and billing address mismatch

  • IP Address from other location than the address

  • Shopify risk high

and some more.

You could build these rules and cancel orders automatically by using Shopify Flow.

Or you could use a third-party app. We’ve built FraudFalcon exactly for this reason :blush: