What Shopify sends in a chargeback, and what it misses

What Shopify adds for you

When the information exists for the order, Shopify includes:

• The title, variant and quantity of each product ordered.
• The customer's name and email address.
• The billing and shipping addresses saved on the order.
• The IP address used to place the order.
• The shipping date, carrier and tracking number of each fulfillment, and a PDF of the tracking details (for some carriers with the delivery photo).
• Refunds you issued for the order.
• The customer's earlier orders that were not disputed, and earlier disputes they opened.
• Depending on the dispute, payment verification results or the relevant store policy, and for product not received disputes, AI-generated insights you can opt out of.

Where to see it

In your Shopify admin, go to Orders and open the disputed order. In the chargeback banner, click Add evidence. The Chargeback response page shows the dispute and lets you add information and files.

What Shopify cannot know

Shopify only has what is in your admin. These often decide a case and only you have them:

• Emails, chat logs and other messages with the customer.
• A delivery photo or signature, if it is not in the tracking PDF.
• Access or usage logs for digital products and services.
• Your product listing as it was when the customer bought.
• The policy that applied at purchase, and where the customer agreed to it.

Which disputes need the most from you

Order data goes furthest for product not received disputes. Disputes about items not as described, refunds not processed and cancelled subscriptions depend much more on your own records: the listing, your policy and your messages.

A five-minute routine

• Open the dispute and read what the bank says the problem is.
• Look at what Shopify has already included.
• Add the missing pieces: messages, photos, policies, usage logs.
• Click Save. Then click Submit now, or let Shopify send it on the due date.