How Shopify submits chargeback evidence

With Shopify Payments, you respond to a chargeback or inquiry from the order in your Shopify admin.

Adding evidence

1. Go to Orders and open the disputed order.
2. In the chargeback banner, click Add evidence.
3. On the Chargeback response page, add information and upload files, then click Save. Your work is saved and you can return before the due date.

Two ways the evidence is sent

• Submit now. Click Submit now and confirm. The evidence goes to the card company and can no longer be changed.
• On the due date. If you do not submit, Shopify sends the saved evidence automatically on the due date, together with the order information it adds itself.

Deadlines

The due date is usually 7 to 21 days after the dispute opens. It shows in your store's timezone; if no time is shown, the deadline is 11:59 PM on that date. After it passes, no evidence can be added.

File rules

• PDF, JPEG or PNG only; PDFs under 50 pages.
• Each file up to 2 MB, all files together up to 4 MB.
• One file per type of evidence: combine several into one PDF.
• No audio, video or links to outside pages.

After you submit

The card company reviews the evidence. Shopify says this can take up to 75 days after you submit. You can follow the status on the order: open, submitted, won or lost.

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