Shopify Protect and chargebacks: what it covers

What it covers

Shopify Protect protects eligible orders against fraudulent and unrecognized chargebacks, at no cost. The Help Center does not list other reasons as covered, so disputes for product not received, not as described, credit not processed, duplicate charges and cancelled subscriptions remain yours to answer.

Who is eligible

• Your store must be located in the United States and have a United States Shopify Payments account.
• Only orders processed through Shop Pay are covered. Installment plan orders do not qualify.
• Orders must contain only physical items that require shipping. Orders with digital products or in-store pickup items are not protected.
• For subscriptions, only the first order is eligible.

Fulfillment and delivery conditions

• The order must be fulfilled with a valid tracking number from a supported carrier within 7 days of being placed.
• Every item in the order must be fulfilled by a supported carrier, and all non-refunded items must be in a Fulfilled status.
• The carrier must mark the parcel as in transit within 10 days of the order being placed.
• Changing the shipping address after checkout voids the protection for that order. Tracking added after the fulfillment deadline does not qualify.

How to tell whether an order is protected

Only orders with a Shopify Protect status are covered. In the Shopify admin you can filter orders by protection status; check it on high value orders before you ship, because the conditions above are about how you fulfil the order.

What to do for the disputes it does not cover

RebutCase works on disputes on Shopify Payments in any country where it is offered, and checks each dispute's records for the evidence its reason needs. This is general guidance, not legal advice; re-check the Help Center pages below, since Shopify changes the conditions from time to time.

• Stores outside the United States: every chargeback, including fraud, needs your evidence. Start with the fraudulent and unrecognized guides.
• Orders paid without Shop Pay, digital goods, pickup orders, orders fulfilled late or changed after checkout: same.
• Non-fraud reasons on any store: the reason guides list what the bank asks for in each case.