Item not as described chargebacks on Shopify
What the bank is asking
The cardholder says the item was faulty, damaged or different from what you advertised. The bank wants to see what you promised, what you sent, and how you handled the complaint.
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.
- The product description and photos at the time of purchase. Products > the product. Save a screenshot; if you changed it since, use an archived copy.
- What you shipped and when. Orders > the order > Fulfillment.
- Your refund and return policy. Settings > Policies > Refund policy.
- Messages about the problem and your offer to fix it. Your support inbox, chat tool or order notes.
- Photos of the item before shipping, if you take them. Your own records.
Common gaps and how to fix them
- The customer never contacted you before going to the bank. Say so, and show your contact details and return process.
- You changed the product page or policy after the order. Use the version the customer saw, not today's.
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 product page describes it as: "[short quote]".
Our refund policy, published at [link], states: "[short quote]".
[If any] On [date] the customer wrote about [issue] and we offered [return or refund].
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