so I recently made a accidental dispute with a company called pro tuning freaks , for software , and take note I said BY ACCIDENT, well my bank was notified by me immediately and still Shopify deducted the money from their account and charged them a fee for chargeback, long story short this money is and does belong to pro tuning freaks , and my bank canceled the dispute immediately and showed proof it was in fact handled and canceled yet Shopify still holds the chargeback status as OPEN and HASNT returned MY MONEY to this company which it’s supposed to return to because I’m locked out of my account I spent the 645$ to obtain with pro tuning freaks and they won’t allow me access again until Shopify returns my money and cancels the status for the chargeback. If not I will be taking Shopify to summons to court and press legal charges
Topic summary
A customer accidentally initiated a chargeback on a ~$645 software purchase from Pro Tuning Freaks, notified their bank immediately, and the bank cancelled the dispute with proof. Shopify’s system still shows the chargeback as open, funds and a fee were debited from the merchant, and the customer’s access to the software remains blocked until the status is updated and funds are returned.
Chargebacks are resolved between the cardholder, their bank/issuer, and the store; Shopify does not decide outcomes. When a customer cancels a chargeback, the platform typically awaits the bank/issuer’s update before reflecting the change.
Action items: follow the guide on resolving a chargeback cancelled by a customer, wait for bank updates or request expedited review, and contact Shopify Support via the Help Center for direct case review (Community cannot access account-specific information).
Status: open and unresolved. Key outstanding issue is when Shopify will update the chargeback status and return funds to the merchant so the customer’s access can be restored.
Hi, @Joshuawaller883 . I’m happy to share some information to help you out with this!
For context, chargebacks are handled between the cardholder, the cardholder’s bank or credit card company, and the store the payment was made on. Shopify is not involved in the decision making process of chargeback outcomes. You can find more information on the chargeback process here. Since you cancelled the chargeback, you’ll want to follow the process explained in this guide on resolving a chargeback canceled by a customer.
In most cases, we’ll need to wait for your bank or credit card company to update everything on their end, but in some cases we may be able to get this updated in our systems more quickly. In order for us to look into this with you, please speak with our support team through the Help Center here. We can’t see any of this information over the Shopify Community, but if you speak with us through the page I shared we’d be able to review this with you in more detail.
Please let me know if you have any questions about the chargeback process.