Chargeback inquiries on Shopify
What the bank is asking
An inquiry is a question from the cardholder's bank before a chargeback. No money is taken yet, but an unanswered or weak response can turn into a full chargeback.
Evidence checklist
With Shopify Payments, Shopify already adds order details, addresses, fulfillment and tracking, refunds and the customer's earlier orders to your response. Focus on the evidence only you have.
- The same evidence as for a chargeback with the same reason. See the guide for the reason the bank gave.
- Messages that resolve the customer's question. Your support inbox.
Common gaps and how to fix them
- You want to refund instead. A refund is possible during an inquiry because no money has been taken, though Shopify does not recommend it. Do not refund and dispute at once.
Response outline
Replace each [placeholder] with facts from your records, and say which document shows each one. Never add a fact you cannot show.
Order [order number] was placed on [date] for [items], total [amount].
[Evidence for the reason given, as in the matching guide.]
RebutCase collects this evidence from your store for you, checks it for gaps, and writes a response that cites each item. Learn about RebutCase.
This is general guidance, not legal advice. Shopify and the card networks set the rules; banks decide every dispute. All guides