On this page
  1. NoticeReason, amount, due date, and any issuer claim document.
  2. DecisionAccept if the claim is valid. Challenge only with records you can attach.
  3. RecordsMatch files to the reason. Drop anything that answers a different complaint.
  4. PacketCover facts, exhibit index, labeled files.
  5. PortalUpload in Shopify, Stripe, or Square. That is the filing.

The procedure

  1. 01
    Copy the facts off the notice

    Reason category, amount, order ID, due date, and the customer's stated complaint if the processor shows it. Shopify sometimes attaches an issuer claim document; read it before you write anything.

  2. 02
    Decide accept or challenge

    Accepting is not an admission of wrongdoing. Stripe notes it does not remove the dispute from your rate. Challenge when you have records that contradict the specific claim.

  3. 03
    Pick records that answer that reason

    Open the matching reason guide. Delivery proof for non-receipt. Listing versus delivered item for not-as-described. Authorization and account history for fraud.

  4. 04
    Label each file as an exhibit

    One job per file. Combine emails into one communications PDF if the portal allows only one file per type. See exhibit index.

  5. 05
    Submit in the processor portal

    Shopify can auto-submit on the due date if you save evidence and do not click Submit now. Stripe forwards the response immediately and you cannot edit it. Square's form is specific to that dispute. Check the portal in front of you.

Make the answer easy to review

A reviewer should be able to connect each assertion to a record.
Weak presentationClear presentation
A folder of screenshots with no labels.Exhibit B — delivery record: delivered to the order address on 14 May.
The customer is lying.The claim says item not received; the carrier record shows delivery to the address used at checkout.
A long policy pasted before the case facts.The order timeline first, then the short policy excerpt that applied when the customer purchased.
Every file the merchant can find.The few records that answer this reason, grouped by evidence type and readable without external links.

Contacting the customer

If they withdraw the dispute, you still usually need to submit that withdrawal as evidence. Stripe says submitting evidence is how you signal you are not accepting the dispute. Shopify says only the customer can reverse a chargeback with their bank, and you should still send the records.

Organize the packet before you upload

A clear cover position, exhibit index, and labeled files help a reviewer find the answer. See what evidence to submit and how to make a response packet. When the files are ready, build my case in Zocuments, then submit through your processor.