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Disputing Shopify Balance card transactions

You can dispute Shopify Balance card transactions directly from your Shopify admin. You can dispute a charge on your Shopify Balance card for various reasons, such as the following categories:

  • not authorized (for example, you didn't make or approve the transaction)
  • purchase canceled or returned
  • charged multiple times
  • charged incorrect amount
  • product or service not as described
  • product or service not received
  • Automated Teller Machine (ATM) withdrawal funds not received

This article outlines the actions to take before disputing a Shopify Balance charge, considerations when disputing a charge, and how to report different types of disputes.

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Actions to take before disputing a charge

Before you dispute a charge, consider completing the following actions:

  • Consider contacting the vendor directly before creating a dispute. Directly reaching out to the vendor can sometimes resolve issues faster than initiating a formal dispute. If you need a transaction ID, then contact Shopify Support.
  • Confirm that the transaction is posted and check that it falls within the eligible dispute window, which is typically no older than 110 days.
  • Ensure that other users of your Shopify account don't recognize the transaction before proceeding with a dispute.

Disputing charges on your Shopify Balance account

Before you initiate a dispute, review the following considerations that apply to Shopify Balance disputes:

  • You can dispute only processed transactions. You can't dispute pending transactions until they have posted. Pending charges take 3-7 business days to post.
  • You must report disputes immediately.
  • Disputes must fall into specific categories to be eligible. Eligible categories vary depending on the type of transaction, such as card transaction or Automated Clearing House (ACH) transfer.
  • You can dispute only purchases. You can't dispute refunds.
  • You won't receive credit for disputed amounts while the dispute is under review.
  • Shopify Balance transaction disputes might take up to 90 days to resolve. Dispute decisions are final and you can't appeal them.
  • If you need to cancel a dispute, then contact Shopify Support within 24-48 hours of submitting it. You can't cancel a dispute after this window.

Required documentation for Shopify Balance disputes

When you open a dispute, you must provide documentation that supports your claim. The type of documentation that you provide depends on the dispute reason you choose.

Review the following table that explains the documentation requirements when opening a dispute.

The different types of Shopify Balance disputes and required documentation.
Type of disputeDescriptionRequired information
FraudulentNot authorized by cardholder. Card details have been lost or stolen and used fraudulently. The charge isn't recognized by the cardholder and was not made by the cardholder or a member of their family.

If you place an order on a store, but suspect that the store is fraudulent, then the dispute needs to be submitted for another reason, such as Product or service not received.
  • Explanation (Required): Description of the transaction and why it is disputed.
  • Additional documentation: Relevant documents, such as card statements and return shipping tracking, in PDF or JPEG format.
Non-fraudulentPurchase canceled. Charges for services or goods were canceled according to merchant policies. Doesn't include attempts at canceling the service or product outside the cancelation policy window.
  • Product type (Required)
  • Product description (Required)
  • Expected at date (Required)
  • Cancelation policy compliance (Required)
  • Canceled at (Required)
  • Cancellation reason (Required)
  • Returned at
  • Return status
  • Explanation
  • Additional documentation: Screenshots of correspondence
Charged multiple times. The same transaction charged more than one time, and doesn't include charges for multiple similar transactions made on purpose.Submit exactly one of the following:
  • Cash receipt: Receipt of the cash transaction.
  • Check image: Image of both sides of the check.
  • Original transaction: Token showing the first transaction.
Charged incorrect amount. The amount charged to your account isn't the agreed-upon total provided by the merchant at time of sale.
  • Product type (Required)
  • Product description (Required)
  • Receipt: Receipt of the transaction or contract with total payment details.
  • Explanation (Required)
  • Additional documentation: Screenshots of correspondence
Product or service not as described. Item or service received was different from what was described at the time of purchase. Doesn't include buyer's remorse, or service complaints based on subjective experiences not promised by merchant.
  • Received at (Required)
  • Return or cancelation status (Required): Outcome of return or cancelation attempt.
  • Returned or canceled at (Required)
  • Return or cancelation description (Required): Details of the return or cancelation process.
  • Explanation (Required)
  • Additional documentation: Screenshots of correspondence.
Product or service not received. Goods or services were paid for, but not delivered as agreed.
  • Product type (Required)
  • Product description (Required)
  • Expected at (Required)
  • Explanation: Specify if the product arrived late.
  • Additional documentation: Screenshots of emails or text messages.

Dispute fraudulent Shopify Balance card transactions from the Shopify admin

If you report a transaction as fraudulent, compromised, or your card is lost or stolen, then your Shopify Balance card is immediately canceled and a replacement is issued. Virtual replacement cards are issued immediately. For physical cards, your replacement card arrives within 5-8 business days. After you receive your new card, you must update any recurring payments with your new card details.

If you suspect a card transaction in your Shopify Balance account is fraudulent, then you can start the dispute process from the Balance section of your Shopify admin.

Steps:

Desktop

  1. From your Shopify admin, go to Finance.

  2. Click Balance.

  3. In the Transactions section, click the transaction that you want to report as fraudulent.

  4. Click Dispute transaction before the displayed date.

  5. Provide the supporting details for your dispute:

    1. Describe your issue.
    2. To attach any relevant evidence that supports your claim, such as police reports or correspondence with vendors, click Add file, and then click Continue. PDF files must be fewer than 50 pages. Ensure that you exclude any sensitive information, such as credit card numbers or personal passwords.

  6. Click Next.

  7. Optional: If you use a physical card, then confirm your shipping address for the replacement card:

    1. Review the shipping address on file.
    2. Optional: To update the shipping address, click Edit, and then add your current shipping address information.
    3. Click Next.

  8. Review the details of your dispute. If any details are inaccurate or you want to add more information, then click Edit to update the dispute.

  9. Click Submit report.

Mobile

  1. From the Shopify app, tap the Menu icon.

  2. Tap Finance, and then in the Accounts section, tap Balance.

  3. In the Transactions section, tap the transaction that you want to report as fraudulent.

  4. Tap Dispute transaction before the displayed date.

  5. In the Dispute transaction section, select a dispute reason.

  6. Provide the supporting details for your dispute:

    1. Describe your issue.
    2. To attach any relevant evidence that supports your claim, such as police reports or correspondence with vendors, tap Add file, and then tap Continue. PDF files must be fewer than 50 pages. Ensure that you exclude any sensitive information, such as credit card numbers or personal passwords.

  7. Tap Next.

  8. Optional: If you use a physical card, then confirm your shipping address for the replacement card:

    1. Review the shipping address on file.
    2. Optional: To update the shipping address, tap Edit, and then add your current shipping address information.
    3. Tap Next.

  9. Review the details of your dispute. If any details are inaccurate or you want to add more information, then tap Edit to update the dispute.

  10. Click Submit and replace card.

You can monitor the status of your fraudulent transaction report by viewing the transaction details in the Shopify Balance section of your Shopify admin.

Dispute non-fraudulent Shopify Balance transactions

If you want to dispute a Shopify Balance card transaction in a category that isn't fraud, such as a duplicate transaction or the product associated with the transaction was not received, then you can open a dispute in your Shopify admin.

Make sure to make a record of the transaction details for reference, and collect relevant documentation that supports your claim, such as receipts, correspondence with the vendor, proof of return, and service agreements.

Steps:

Desktop

  1. From your Shopify admin, go to Finance.

  2. Click Balance.

  3. In the Transactions section, click the transaction that you want to submit a dispute for.

  4. Click Dispute transaction before the displayed date.

  5. In the Dispute transaction section, select a dispute reason.

  6. Enter the required information, and then click Next.

  7. In the Supporting information section, enter information that's relevant to your dispute.

  8. Click Add files to upload documents that support your dispute. The total size of all files that you upload must be 4.5 MB or less, and less than 50 pages.

  9. In the Review and submit section, review the dispute information, and then click Submit.

Mobile

  1. From the Shopify app, tap the Menu icon.

  2. Tap Finance, and then in the Accounts section, tap Balance.

  3. In the Transactions section, tap the transaction that you want to submit a dispute for.

  4. Tap Dispute transaction before the displayed date.

  5. In the Dispute transaction section, select a dispute reason.

  6. Enter the required information, and then tap Next.

  7. In the Supporting information section, enter information relevant to your dispute.

  8. Tap Add files to upload documents that support your dispute. The total size of all files that you upload must be 4.5 MB or less, and less than 50 pages.

  9. In the Review and submit section, review the dispute information, and then tap Submit.

Resolution timeline and final decisions

Disputes can take up to 90 days to be resolved, depending on the complexity and the specifics dictated by network rules, such as Visa. When you open a dispute, you can't cancel it.

After you submit your dispute, it's reviewed by the card issuer, and in some cases the receiving bank. You receive email updates regarding the status and outcome of the dispute investigation. If the dispute is resolved in your favor, then your account is adjusted accordingly.

The decision made at the conclusion of the dispute process is final.