Chargeback response templates for Shopify, by reason

The structure

• Start with the order: number, date, items and total.
• Then the facts for the reason the bank gave, strongest first.
• Name the document for each fact, for example (Exhibit 2).
• Keep it short. Leave out opinions about the customer.

Product not received

Order [number] was placed on [date] for [items], total [amount] (Exhibit 1). It shipped on [date] with [carrier], tracking number [number] (Exhibit 2). The carrier records delivery on [date] to the shipping address on the order (Exhibits 2 and 3).

Fraudulent (unauthorized)

Order [number] was placed on [date] for [items], total [amount] (Exhibit 1). The card's address check returned [result] and the security code check returned [result] (Exhibit 2). The customer has [number] earlier paid orders with us without a dispute (Exhibit 3). It was delivered on [date] to the shipping address on the order (Exhibit 4).

Item not as described

Order [number] was placed on [date] for [items], total [amount] (Exhibit 1). The product page describes it as: "[short quote]" (Exhibit 2). Our refund policy, published at [link], states: "[short quote]" (Exhibit 3).

Credit not processed

Order [number] was placed on [date] for [items], total [amount] (Exhibit 1). We issued a refund of [amount] on [date] (Exhibit 2). Our refund policy, published at [link], states: "[short quote]" (Exhibit 3).

Subscription cancelled

Order [number] was placed on [date] for [plan], total [amount] (Exhibit 1). Our subscription policy, published at [link], states: "[short quote]" (Exhibit 2). Our records show the account [was used] on [date], after the renewal date (Exhibit 3).

Duplicate charge

Order [number] was placed on [date] for [items], total [amount] (Exhibit 1). The customer's other charge was a separate order: [amount] on [date] for [items] (Exhibit 2).

Common mistakes

• Long stories with no documents behind them.
• Dates or amounts that do not match the order.
• Accusing the cardholder, or emotional language.
• Links to outside pages: the bank wants files, not links.