Duplicate charge chargebacks on Shopify
What the bank is asking
The cardholder says they were charged twice for one purchase. The bank wants to see that each charge was a separate order, or that any duplicate was refunded.
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.
- Each order's number, date, items and total. Orders > search by the customer.
- Transaction timestamps for each charge. Orders > the order > timeline.
- Refund records, if a duplicate was refunded. Orders > the order > timeline.
Common gaps and how to fix them
- Same items, same amount, same day. It may be a real duplicate: check, and refund if so.
- One charge was only a pending authorization. Explain that authorizations are temporary holds, with the timestamps.
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].
The customer's other charge was a separate order: [amount] on [date] for [items].
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