This one is for Shopify sellers, not cardholders. The bank decides one question — the question set by the reason on your chargeback — and your response has to answer that question and nothing else. Pick the reason shown in your admin and get the exact evidence pack for it, your due-date range, and the refund rule for your case.
By Muhammad Umer, founder of Chargeback Clock. Evidence lists and windows checked October 29, 2026 — every pack item is taken from Shopify's own per-reason evidence lists. The date on your own chargeback in your admin beats every date on this page: if it differs, use it.
What evidence does your reason need?
Pick the reason exactly as Shopify shows it on the chargeback, say whether it is a chargeback or an inquiry, and add the filed date if you have it. Everything runs in your browser and is never sent anywhere. This checker asks for no order numbers, card numbers, or merchant IDs — never enter those into any checker.
The date the chargeback or inquiry was filed, not the date you opened the email. With it, the checker gives you the 7-day safe end and the 21-day outer end of your window. Without it, you still get the full pack.
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Where this comes from
The pack is Shopify's own list, not our invention
Every item in every pack above is taken from Shopify Help Center, "Reasons for a chargeback or inquiry" (checked October 29, 2026), which lists the evidence to send for each of its eight reason categories. The 7–21 day window, the file rules, and the no-refund and no-edits rules come from Shopify Help Center, "Managing chargebacks in the Shopify admin" (checked October 29, 2026). If Shopify's pages change, the pages govern — re-check the reason list on your own case before submitting.
Why the reason decides the pack
A chargeback lost on Shopify is usually a dispute answered with the wrong evidence. On a Fraudulent charge, delivery proof alone does not answer the bank's question — the bank is asking whether the real cardholder made the purchase, so the pack leads with billing information, IP address and country, and fulfillment records. On Product not received, the question flips: did the customer receive the order, so tracking and delivery status are the core, and tracking that stops at "label created" proves nothing. On Duplicate, the whole case is two receipts side by side with an explanation. Send the pack that answers your reason's question, and leave out documents that answer a different question — reviewers decide on the evidence that maps to the allegation, not on the thickness of the folder.
The three traps in every Shopify case
First, the deadline: Shopify publishes only a 7–21 day range, and the date on your own case — in your store's timezone — is the real one. Plan to the 7-day safe end, not the 21-day outer end. Second, the refund trap: once a chargeback has started you cannot refund the order through Shopify, and promising the customer a refund at that point helps nobody — the route is to ask them to withdraw the chargeback with their bank and submit their withdrawal statement as evidence. The inquiry is the exception: there, a full refund stops a chargeback forming, but a partial refund does not. Third, the submission trap: you can edit and save as you go until the due date, but the moment you click Submit now, no further edits are possible — and if you never submit early, Shopify sends your saved evidence on the due date whether it is complete or not. Review the whole pack before either event.
Want the full story, with the sources?
The companion article works through all eight reasons, the two accept-instead-of-fight rules, the chargeback-vs-inquiry refund rule, the file constraints, and what happens after you submit — each claim tied to its Shopify source. Read it here: Shopify chargeback evidence: the exact pack for each reason.
It depends on the reason shown on the chargeback: Fraudulent and Unrecognized need fulfillment date and time, billing information, IP address and country, and shipping and tracking information; Duplicate needs an explanation of the two charges plus receipts proving different products; Subscription canceled needs the cancellation policy, cancellation notifications, and where the customer was informed of the policy; Product not received needs fulfillment, billing, and tracking proof; Product unacceptable adds listing descriptions or pictures proving the item was as described; Credit not processed needs refund policies and refund correspondence; General needs order details, fulfillment, billing, IP and country, and customer communications.
Shopify gives 7 to 21 days after the chargeback or inquiry is filed, shown per case in your admin in your store's timezone (11:59 PM if no time is shown). Plan to the 7-day safe end; the date on your own case governs.
No. Once the chargeback process has started, the order's payment cannot be refunded through Shopify — the funds have already been taken by the bank. If it is only an inquiry, a refund is possible, and a full refund stops a chargeback forming; a partial refund does not.
No. You can edit and save any time before the due date, but after you click Submit now you cannot make further edits. If you do not submit early, Shopify sends your saved evidence on the due date.
Shopify states two accept rules: accept a Duplicate chargeback if you charged twice for the same product or service, and accept a Subscription-canceled chargeback if you charged after the customer canceled.
Sources (checked October 29, 2026): Shopify Help Center, "Reasons for a chargeback or inquiry" — eight reason categories and their per-reason evidence lists, accept rules for Duplicate and Subscription canceled, and the credit-not-processed refund rule; Shopify Help Center, "Managing chargebacks in the Shopify admin" — 7–21 day due-date range in the store's timezone (11:59 PM if no time shown), edit-until-due-date and no-edits-after-Submit-now rules, automatic submission on the due date, file constraints (PDF/JPEG/PNG, PDF/A, under 50 pages, 2 MB per file, 4 MB combined, one file per type), statuses, and the no-refund-after-chargeback rule with the inquiry exception; Shopify Help Center, "Resolving a chargeback or inquiry" — inquiry refund handling and the withdrawal-letter process; Shopify Help Center, "Responding to chargebacks and inquiries" — bank review up to 75 days after submission and final, non-appealable decisions; Stripe Support, "Add additional dispute evidence after submission" — corroboration that submitted dispute evidence cannot be resubmitted or manually adjusted.
General information only — not legal or financial advice. Evidence requirements are set by the card company and the issuing bank for your specific case, and the date and evidence list on your own chargeback in your Shopify admin govern. This checker applies Shopify's published per-reason lists to the reason you picked. Never enter an order number, card number, or merchant ID into any checker — no genuine evidence check needs them.
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