Hi everyone,
I’d like to share a recent experience that has left me deeply frustrated and disappointed with how Shopify handles chargebacks — or more precisely, how little visibility and support merchants get during the process.
A few months ago, I received a chargeback from a customer. I gathered all the necessary evidence, submitted my appeal, and waited for the outcome.
Eventually, Shopify notified me that the customer’s bank had decided in their favor. So far, fair enough — that can happen.
But here’s the problem:
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Naturally, I wanted to see why the bank made that decision. What was their argument? What did they base it on?
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Shopify support told me they don’t have access to that information.
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I asked for the name of the bank involved — again, they said they can’t provide that.
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I asked for a copy of the reasoning or documentation the bank used to make their decision — again, not possible.
So basically, I’m expected to just accept the outcome blindly, without any right to transparency, explanation, or recourse. Shopify tells me it’s entirely the bank’s decision, but they won’t even tell me which bank. And apparently, there’s no way to challenge this or even understand it.
As a merchant, this makes me feel completely powerless. We’re expected to take all the risk, invest time in appealing, and in the end, we’re given zero information. Shopify acts as the intermediary but offers no real support when it matters most.
This is unacceptable. Chargebacks are already a stressful part of online business — the least Shopify could do is provide transparency and advocate for its merchants.
Has anyone else experienced something similar?