Subscription cancelled chargebacks on Shopify

What the bank is asking

The cardholder says they cancelled a subscription but were still charged. The bank wants the terms they agreed to and whether a valid cancellation came before the charge.

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.

• Subscription terms and cancellation policy. Settings > Policies (subscription policy or terms of service).
• Cancellation records, or proof that none arrived in time. Your subscription app or support inbox.
• Use of the service after the charge date. Your login, download or usage logs.
• Renewal reminders and receipts sent before the charge. Your email or subscription app.

Common gaps and how to fix them

• The customer did cancel in time. Refund the charge rather than dispute it.
• No usage records. Rely on the terms and the timing of any cancellation request, and say clearly what your records show.

Response outline

Replace each [placeholder] with facts from your records, and say which document shows each one. Never add a fact you cannot show.

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