Shop app

Shopify Discussion
1

Hi Shopify Community,

We recently shipped a product to a customer who later filed a chargeback, claiming the product was damaged. However, we submitted clear photo evidence from UPS showing the package was delivered in good condition.

Despite providing this documentation through Shopify’s chargeback support system, Visa ultimately ruled in favor of the customer.

To complicate matters, because our store has a low volume of sales (we’re still under 100), we haven’t been approved for the Shop app yet—which may have helped bolster buyer trust and improve our credibility.

Here’s what I’m hoping to understand:

  1. Dispute Process – Are there any additional recourse or appeal options through Shopify or Visa after a chargeback has been closed?

  2. Fraud/Protection Review – Can Shopify provide further support or guidance in cases where evidence seems strong but the dispute is still lost?

  3. Shop App Eligibility – Is there any flexibility or support from Shopify to help newer, lower-volume merchants gain early access to the Shop app, especially when building reputation is critical?

  4. Best Practices – What strategies can other small businesses suggest to protect themselves from similar outcomes in the future?

Any advice from experienced sellers or Shopify support members would be greatly appreciated. Thank you in advance!

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