ZocumentsOn this page
What to do, in order
- 01Open the dispute
In Orders, filter Chargeback and inquiry status = Open. Read the reason, amount, and due date in your store timezone.
- 02Decide accept vs challenge
If the claim is valid, accepting can be cheaper than a weak challenge. Challenge only with records that answer this reason.
- 03Gather matching evidence
Use the reason guides and what evidence to submit. Delivery proof for non-receipt. Listing versus item for not-as-described.
- 04Organize a clear packet
Cover facts, exhibit index, labeled files that fit Shopify's PDF/JPEG/PNG rules. Build my case in Zocuments if you want help labeling exhibits — files stay in your browser.
- 05Upload in admin before the due date
Add evidence from the order banner. Submit now locks edits; otherwise Shopify submits on the due date, including auto-collected order data. After the deadline, Shopify publishes no exceptions.
Chargeback versus inquiry
| Chargeback | Inquiry | |
|---|---|---|
| Funds | Disputed amount and fee withdrawn immediately | No money taken during the investigation |
| If you win | Amount and fee returned | Nothing to return |
| If you lose | You keep nothing | May escalate to a full chargeback |
Statuses you will see
- Open — you can still add evidence.
- Submitted — waiting on the issuer.
- Won / lost — final for that case in admin.
- Some network dispute-resolution programs skip the open window and resolve automatically.
File rules Shopify publishes
PDF, JPEG, or PNG. PDFs PDF/A compliant, not portfolios, under 50 pages. Each file under 2 MB; combined under 4 MB. One file per evidence type. No audio, video, or external links. Crop and use arrows instead of hoping the reviewer finds the line.
Fees and rate
Shopify publishes a per-country chargeback fee table (for example $15 USD in the United States) and returns the fee if you win. The chargeback rate counts disputes filed. Winning does not remove the filing from the rate.
