I called Visa and they asked for a number in the transaction details, I can’t remember which and they told me Chase was the issuing bank.
Topic summary
Shopify merchants are experiencing systematic losses in chargeback disputes, even when providing what they believe is compelling evidence. The frustration centers on several key issues:
Common scenarios leading to lost chargebacks:
- Customers ordering wrong sizes, refusing return processes, then filing chargebacks
- Customers receiving refunds but still winning chargebacks for the full amount
- Legitimate purchases flagged as fraudulent by banks after card hacking incidents
Core complaint about Shopify’s system:
Multiple merchants report that credit card companies claim they never receive the evidence/responses submitted through Shopify’s chargeback system. When merchants contact banks directly, they’re told no information was transmitted, suggesting a potential technical failure in how Shopify communicates with card issuers.
Financial impact:
Merchants lose the product, original payment, already-issued refunds, and chargeback fees (typically $15-25). One example: $800 chargeback on an order already refunded $650, resulting in potential $1,465 total loss.
Merchant strategies emerging:
- Contacting card issuers directly with transaction details
- Filing complaints with financial regulatory authorities (like Australia’s AFCA)
- Delaying shipments 3+ weeks to allow hacked cardholders time to notice fraudulent charges
- Carefully screening orders for red flags
Status: Ongoing frustration with no clear resolution. Merchants feel banks automatically favor cardholders regardless of evidence quality.
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