Fraudulent (unauthorized) chargebacks on Shopify
What the bank is asking
The cardholder says they did not make or allow the purchase. The bank wants signs that the real cardholder placed the order.
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.
- Address check (AVS) and security code (CVV) results. Orders > the order > the payment details in the timeline or transaction details.
- Earlier orders from the same customer that were not disputed. Customers > the customer > orders. Shopify adds this automatically.
- Billing and shipping addresses, and whether they match. Orders > the order > Customer.
- Delivery to the customer's address. Orders > the order > Fulfillment and your carrier's tracking page.
- For Visa disputes processed from 24 Oct 2026: at least two earlier orders on the same card or a linked payment credential (such as a token), placed 120 to 365 days before the dispute and not disputed, that match on the IP address or device plus one more detail: the customer account or login, the full delivery address, or the device ID. Customers > the customer > orders, and each order's details. Visa's rules list this as evidence for fraud disputes; the bank decides how much weight it gets.
- 3D Secure or other verification, if it happened. Orders > the order > payment details.
- Messages from the customer about the order. Your support inbox or chat tool.
Common gaps and how to fix them
- First order from this customer, and the addresses differ. Add any contact with the customer that shows they knew about the order, such as a reply to the shipping email.
- Address or security code check did not match. Do not claim the checks passed. Rely on delivery and contact evidence, or consider accepting the dispute.
- The order may be covered by Shopify Protect. Check the order: eligible Shop Pay orders protected by Shopify Protect may not need a response.
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 card's address check returned [result] and the security code check returned [result].
The customer has [number] earlier paid orders with us without a dispute.
It was delivered on [date] to the shipping address on the order.
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