Unrecognized charge chargebacks on Shopify
What the bank is asking
The cardholder does not recognize the charge on their statement. The bank wants to see what was bought, by whom, and that it reached them.
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 order details and the name on your card statement. Orders > the order; Settings > Payments for your statement descriptor.
- Earlier orders from the same customer. Customers > the customer.
- Delivery to the customer's address. Orders > the order > Fulfillment.
- Order confirmation and shipping emails sent to the customer. Your email records.
Common gaps and how to fix them
- Your statement name does not look like your store name. Explain the link between the two, and consider changing the descriptor.
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].
It shipped on [date] with [carrier], tracking number [number].
The customer has ordered from us since [date].
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