The clock
7 to 21 days after the chargeback is filed
The due date is on the order. No time shown means 11:59pm that date, in your store's timezone. You can edit until then, but Submit now locks it early — and doing nothing still sends whatever Shopify collected.
reason code, as Shopify Payments shows it
Yes. The chargeback reason code appears on the order's chargeback details and links through to Shopify's reference. Read it, then build to it.
Where you submit
- 01Admin → Orders, filter Chargeback and inquiry status → Open
- 02Open the disputed order
- 03Add evidence to reach the Chargeback response page
- 04Fill the sections, then Enter any additional information
- 05Submit now — or leave it, and Shopify submits on the due date
What the form accepts
- accepted formats
- PDF, JPEG, PNG only — PDF/A compliant
- per file
- 2 MB
- total upload size
- 4 MB across all evidence
- pages per PDF
- fewer than 50
- files per evidence type
- one — merge, no PDF portfolios
- not accepted
- audio, video, external links
What Shopify Payments does for you
- yesCollects the evidence it already holds and submits it on the due date with no action from you.
- yesSurfaces the issuer's own claim document on the order page when the network provides it.
- yesOn product-not-received disputes, adds AI-generated insights to the submission — you can opt out.
What it leaves to you
- noIt will not refund the order once the chargeback starts — the bank has already pulled the funds.
- noThe automatic submission is generic. It is a floor, not a defence.
- noPressing Submit now closes the response even if the due date is a week away.
the common misreading
Shopify submitting for you is not the same as contesting
The auto-submission is whatever data was lying around. Merchants read the words submitted on your behalf and stop working. That is the gap between the 8% of disputes won outright and the 54% won when genuinely contested.
Now build what Shopify Payments will accept
- 2 MB per file and 4 MB total: the exhibit set has to be lean and legible.
- Add your evidence before the due date and the automatic submission stops being your defence.
- The additional-information step is where the rebuttal text goes, argued to the reason code shown on the order.
Single case — €39 · Five-pack — €79
Free until you see your own file.
No account, no password, ever.
codes that land here
- Visa 13.1merchandise or services not received
- Visa 10.4other fraud — card-absent environment
- Visa 13.3not as described or defective merchandise
other rails
stripe·paypal·mollie·klarna·adyen
We build the file, the issuer decides.