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Topic summary
Merchants are expressing widespread frustration with Shopify’s chargeback process, reporting consistent losses despite providing compelling evidence including delivery confirmations, tracking information, signed receipts, customer communications, and even photos of products in use or being delivered.
Core Issues Raised:
- Banks consistently side with customers regardless of merchant evidence submitted
- Shopify refuses to provide bank contact details, preventing direct merchant communication
- No transparency about what evidence actually reaches the bank or how decisions are made
- Significant delays in submitting responses (merchants report Shopify waiting until deadline despite early submission)
- Limited interface for uploading evidence (single photo, no formatting retention)
- Merchants losing thousands of dollars to what they describe as “online theft”
Merchant Concerns:
- Suspicion that evidence isn’t properly forwarded to banks or card issuers (Visa/Mastercard)
- Banks have conflict of interest favoring their own customers
- Shop Pay protection claims appear ineffective
- Some merchants report 100% loss rate on chargebacks
- $15 chargeback fees plus lost merchandise and transaction fees
Actions Being Taken:
- EU-based merchants filing formal complaints alleging non-compliance with EU regulations
- Some pursuing legal action or small claims court
- Attempts to contact banks directly (mostly unsuccessful)
- Merchants considering class action
Shopify’s official response maintains they are merely intermediaries with no influence over bank decisions, directing merchants to help documentation—a response merchants find inadequate and dismissive of systemic problems.
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