Credit not processed chargebacks on Shopify

What the bank is asking

The cardholder says they were promised a refund or credit that never came. The bank wants to see that you refunded, or why no refund was due.

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.

• Refund records with dates and amounts. Orders > the order > timeline. Shopify adds refunds automatically.
• Your refund policy. Settings > Policies > Refund policy.
• Return tracking, if the refund depended on a return. Orders > the order > returns, or your carrier's tracking page.
• Messages about the refund. Your support inbox or chat tool.

Common gaps and how to fix them

• A refund was issued after the chargeback started. State the refund date plainly. You cannot refund an order through Shopify once a chargeback has started.
• Only part of the amount was refunded. Explain why the rest was not due, citing your policy.
• The item never came back. Show the return was not received, with your return policy.

Response outline

Replace each [placeholder] with facts from your records, and say which document shows each one. Never add a fact you cannot show.

This is general guidance, not legal advice. Shopify and the card networks set the rules; banks decide every dispute. All guides