Your Shopify chargeback rate: how it is counted

Last checked 3 November 2026

Shopify watches a rolling 90-day chargeback rate for every Shopify Payments account. Two things surprise merchants: disputes you win still count, and at 1.5% a store can be moved into a program where disputes are refunded automatically with no evidence window. This page sets out what the Help Center says, with the figures as written.

Where to see it

Settings, Payments, then the Shopify Payments account: the Chargeback monitoring section.
Analytics, Reports: search for the "Rolling 90-day chargeback rate (NDRP)" report to compare the rate with and without disputes resolved through a network program.

What counts

All disputes customers open, on chargeback-eligible transactions. Payments through third-party providers are excluded.
Each point of the report covers that date and the previous 89 days, in your store's time zone.
Winning a chargeback does not remove it from the rate.
Disputes resolved automatically through a network dispute resolution program count too.

The 1.5% line and network dispute resolution programs

A store with a chargeback rate of 1.5% or higher over the last 90 days can be enrolled automatically in a network dispute resolution program; enrolment can also follow a regular review of chargeback risk. Stores below a minimum order volume are excluded, and enrolled stores are notified.

Inside the program, disputes are resolved automatically: the full order amount is reimbursed to the customer, there is no evidence-submission window and no option to contest, and the outcome is final. A dispute resolution fee applies to each one (for example $15 USD in the United States and £10 GBP in the United Kingdom), and a 10% reserve applies to payouts.

The card network programs behind it

Shopify's Help Center lists the networks' own monitoring programs. The figures below are copied from that page on 3 November 2026; re-check it before acting on them.

Program	Threshold as listed	Noted consequence
Visa Acquirer Monitoring Program (VAMP)	Ratio 0.5% with a count of 5 (non-compliant); 1.5% with a count of 1,500 (excessive)	Extended enrolment can restrict the use of Shopify Payments
Mastercard Excessive Chargeback Program	100 to 299 disputes and 1.5% to 2.99% (ECM); 300 or more and 3% (HECM)	Escalating fines; removal after 3 consecutive months below the threshold
Mastercard Excessive Fraud Merchant	1,000 or more payments, $50,000 fraud volume and a 0.50% fraud chargeback rate	Fines from $500 a month
MATCH listing, code 4	Chargebacks above 1% of Mastercard sales transactions in a month	Future processor applications are often declined

What a high rate leads to at Shopify

If the rate becomes high you may receive a notification about your Shopify Payments account health, and actions can include a reserve on payouts, with the terms sent by email. The Help Center's advice is to review recent chargeback activity and take steps to reduce future chargebacks.

Habits that keep the count down

RebutCase shows your estimated rate next to the 1.5% line every week, and flags a new order from a customer who disputed before. This is general guidance, not legal advice.

A statement descriptor that carries the store's name, so charges are recognised.
Tracking on every order and a delivery note to the customer, so not received claims have an answer before they are made.
Fast replies to refund requests: an inquiry answered with a refund never becomes a chargeback.
Clear policies shown at checkout, saved as they change.

Questions merchants ask

Do chargebacks I win count toward my Shopify chargeback rate?

Yes. The Help Center states that winning a chargeback does not remove it from the rate.

What chargeback rate puts a Shopify store in a network dispute resolution program?

A rate of 1.5% or higher over the last 90 days can enrol a store automatically, subject to a minimum order volume. Shopify may also enrol a store after a review of chargeback risk.

Can I contest a dispute resolved through a network program?

No. Those disputes are refunded automatically with no evidence window, and the outcome is final.

Sources: Shopify Help Center: Monitoring your store's chargebacks; Shopify Help Center: Network dispute resolution programs; Shopify Help Center: Fraud and dispute monitoring programs.

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