Well, was told differently by credit card companies whom we had problems with chargebacks and they said they never received any info from shopify. They asked the date and last 4 digits of the credit card and would have this customer on a black list in their file. This is what WE experienced
Plus, when contacting shopify 3 times on the subject, they never gave me an answer about this. They answered random stuff no connections. Playing with me. So your analysis comes from ??
Chargebacks are seriously hurting small businesses like mine. It’s getting to the point where it doesn’t feel safe to sell online anymore, especially when we’re not protected. I recently had a chargeback where the customer clearly took advantage of two separate orders — and the evidence I submitted made that obvious. Still, the case was ruled against me.
We already pay processing fees, and then when hit with a chargeback, we get charged again all while losing the product and the shipping costs. It honestly feels like no one is reviewing these cases properly. Something has to change. Platforms like Shopify need to start protecting the businesses that keep their ecosystem running. We have to do something about it. I feel like I want to switch from Shopify since I’ll always feel worried about every sale I make.
I dont know for you, but for us the customer worked with us, and the bank even told the customer they did not received any reply from our party. You can do a real test by yourself, and check the whole process.
Since I’m in the middle of a complaint about a chargeback, I’m going to ask for evidence from Shopify and the bank to see exactly what was passed on and assessed.
I asked them before and never got the proof, not even the message saying they had passed my info. Twice I was chatting with someone who started sending me these prepared messages with NO connections and they ignore my question each time
Hi, can I ask what tools you are using to help address this before the order is placed? Are you using NoFraud, the Shopify Fraud filter, etc? I have an app called Deliverlitics. I’d be happy to evaluate your data for you (for free) to see if we would have identified these risky orders upfront before they are placed.
How does it work please ?
My chargeback was from a customer that bought few times and suddenly increased from one item to two items. No biggie, but she said they were too small, and was rushing us to reship, leaving on a trip she said. She gave me the return ups tracking which was ok and we reshipped before getting the returns. Few days later , still had not received and label was made but she never shipped. And she asked a chargeback !! And won. 4 gowns in hand, we had the emails to prove all but still. We called Amex and they said Shopify never sent our side of story. Was amex lying ?? In any case, they were going to go after her and she refunded us. And she still wanted to purchase and i said no. So, how does your app detects this ? And please not something where people ask their id. This lady was a doctor, easy to locate, but the credit cards are the best place to mess up their credits whith these crooks i find. People will have to fix a transaction in their lifetime and if you have bad credit, will not work when you need it for real
Fraud detection doesn’t work in arrears, or when the bank erroneously decides the transaction was fraudulent. That’s what has happened to us each time. We have over 60,000 transactions on Shopify, with four chargebacks, each one more aggravating than the last, as we didn’t send out orders on fraudulent purchases.
In the meantime, besides researching your customers (I check every one if them), you can be slow to ship. We never ship before 3 weeks, so someone who has been hacked has time to notice it. We say so on our website and I know when I get an order and they try to rush me, to void it.
Had a customer from Canada the other day ordering and shipping to a pobox in USA 
and she was nasty and pretentious because I voided the order. She said in Canada it worked this way and to hurry to rush her package. I told her, my sales agent is from the same town she is in in Canada (true) and she would call and explain to her it does not happen there either. She disapeared
There are some signs at times, like having delivered to a warehouse, filming locations with 20 doors and the package will show as delivered but our customer will never have in hand and claim (but her friend will have it for her).
Lots of stuff to check for as well and these are not chargebacks
If you have some ideas, am opened to try as well
I think a lot of us should do this, and follow exactly the process that Shopify advises in their help pages, eg a withdrawal letter from the customer is included in your appeal. That’s how you find our who is not following the rules, which gives you evidence to lobby government, because changing regulations are the only way to fix it.
We built a tool to help merchants prevent delivery-related chargebacks before they happen, not just flag orders after the damage is done. Our platform analyzes merchant-side data across the Shopify network for things like past return abuse, reship requests, suspicious address behavior, even customer service interactions — to detect patterns that lead to scams, friendly fraud or refund abuse.
Then we automatically take action based on risk level — whether that’s flagging the order, requiring signature delivery, or canceling it before fulfillment. We’re not another generic fraud tool. We’re purpose-built to stop scams and chargeback-prone behavior at the delivery level — where most fraud slips through.
Would you be open to a free chargeback audit? We can show you how our platform would’ve handled your past cases (no integration needed to start).
Thanks for sharing your experience — it highlights exactly why this solution is needed.
No, that would noy make a difference. All the apps you guys offer have no connections with the real problems
Let’s say, a customer that ordered 5 times and expensive stuff. We know who she is, owns a large company, etc. But one day, she wants to exchange for another size and her email fell into spams for 3 days only. But she was furious after the 2nd day, no answers and asked a chargeback. We used to check spams once a week, but now, every day.
How would your app have detected this ???
Thanks for the follow-up, @Pripri — that’s a really helpful example, and I completely agree that not all chargebacks stem from fraud, and some are just messy customer situations that escalate too quickly.You’re right: in the case you described — a good customer whose email landed in spam — no tool could have prevented that unless it was managing your inbox. That’s not what we do.
But where Deliverlitics can help is in reducing the overall volume of high-risk orders, so that edge cases like yours don’t feel so costly or frequent. Our platform focuses specifically on delivery-related scam and abuse patterns, things like:
We’re definitely not claiming to fix 100% of chargebacks — but if we can take 30–50% of the predictable abuse off your plate, it gives you more room to handle the genuine cases like that angry VIP customer who got caught in spam.Totally respect your skepticism, though — this space is full of tools that overpromise. If you’re ever curious to see what patterns we’d surface on your own store, the offer’s still open for a quick audit and use of our platform for free. Here is the marketplace link: Deliverlitics: Stop Scammers - Block delivery scams before they ship, automatically. | Shopify App Store
Instead of developing structures with 100 apps or endless procedure, how about focusing on connecting the shop owner directly to the bank?
Focusing on pattern is also good but, it means that many will suffer before updating your pattern, and the worst part, shopify isnt even giving us the chance to properly submit our evidence directly to the bank.
To make it worst, some are doing it on purpose to make money, which actually work pretty well. Althought shopify is not the only online platform that we can easily get items then get all the money refunded with a complaint to the bank.
Use a chargeback mitigation software such as Midigator and Signifyd to automatically send dispute responses with compelling evidence. You may frame your return policy to stipulate that written acknowledgment must be had before shipping return labels giving an edge against open chargebacks. So for pre-purchase sizing, this could also help you avoid the “wrong item” dispute. Hope this helps.
Hi @Bont
Chargebacks are often tricky since banks tend to side with the customer by default, and merchants have limited control once it gets to that stage.
One thing that might help is tightening up the return & refund process on your own store so customers are less likely to go to their bank first. Having a clear, easy-to-use self-service return portal can make a big difference — customers feel like they’re being taken care of right away, and you keep control of the process instead of letting it escalate to a chargeback.
Many merchants use automated return management tools like ParcelPanel Returns to build a branded return portal. It allows customers to quickly submit a return request, and offers flexible return options such as exchange items, refunding to store discount, gift card. This help prevent customers from jumping straight to a chargeback.
It won’t eliminate chargebacks completely, but giving customers a smoother way to resolve issues directly with you can definitely cut down on situations like the one you described, helping maintain both your revenue and customer satisfaction.