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Disputing a charge on your Shopify Credit account

As a Shopify merchant, it's important to maintain oversight of your financial transactions, including those on your Shopify Credit account. If you encounter a transaction you believe is incorrect, then you have the option to dispute it.

If you suspect that your Shopify Credit business charge card has been compromised, lost, stolen, or fraudulently used, then you should cancel the card and request a replacement immediately to safeguard your account and prevent any further unauthorized activity.

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Understanding the difference between a dispute and a refund

A dispute arises when you identify an error or issue with a specific charge on your account, declaring that either the billing is incorrect, or the vendor failed to meet the agreed terms of service. This could involve cases of incorrect billing amounts, dissatisfaction with the quality of goods or services, or non-delivery of goods or services. The dispute process involves formally contesting the charge through Shopify Credit (the card issuer), who then investigates and mediates with the vendor to resolve the issue.

In contrast, a refund is a straightforward request made directly to the vendor for the return of money on a purchase, typically due to a change of plans, dissatisfaction with the purchase, or a decision to return the goods based on the return policy. Unlike disputes, refunds don't involve the card issuer in the initial stages and are handled directly between you and the seller.

The key difference is how each type of dispute is resolved. Disputes involve an intermediary (the card issuer) and are based on claims of billing errors or failure to fulfill service terms. Refunds are direct transactions with the seller based on customer satisfaction or returns policies, without questioning the legitimacy of the initial transaction.

Compromised Shopify Credit business cards

If you believe that your Shopify Credit business card has been compromised, lost, stolen, or used fraudulently, then you should cancel the card and order a new one immediately upon detection.

Learn how to replace or lock your Shopify Credit business card.

Actions to take before disputing a charge

Before disputing a charge, consider contacting the vendor and reviewing the transaction details:

  • Check with other account users: Ensure that other users of your Shopify account don't recognize the transaction before proceeding with a dispute.
  • Contact the vendor: In many instances, reaching out to the vendor directly can lead to a quicker resolution. Consider attempting to resolve the issue with the vendor prior to filing a dispute. If you need a transaction ID, then you need to contact Shopify Support.
  • Review transaction details: Ensure the transaction has been posted and verify that the transaction date is within the eligible dispute window (not older than 60 days except in the case of unauthorized use).

Disputing charges on your Shopify Credit account

Before you initiate a dispute, review the following considerations:

  • You can dispute only processed transactions.
  • 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. Refunds can't be disputed.
  • Shopify Credit transaction disputes might take up to 90 days to be resolved, and the decision made at the end of the dispute process is final.

Required documentation for Shopify Credit 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 Credit 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 Credit business charge card transactions from the Shopify admin

If you report a transaction as fraudulent, compromised, or your card is lost or stolen, then your Shopify Credit business charge 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 Credit account is fraudulent, then you can start the dispute process from the Credit section of your Shopify admin.

Steps:

Desktop

  1. From your Shopify admin, go to Finance.

  2. Click Credit.

  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. Click Add file to upload any relevant evidence that supports your claim, such as police reports or correspondence with vendors, 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 used 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 Credit.

  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. Tap Add file to upload any relevant evidence that supports your claim, such as police reports or correspondence with vendors, 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 used 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. Tap Submit and replace card.

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

Dispute non-fraudulent Shopify Credit transactions

If you want to dispute a card transaction in a category that isn't fraud, for example where there is a duplicate transaction or the product associated with the transaction was not received, then you can open a dispute in your Shopify admin. Take notes 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 Credit.

  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 relevant to your dispute.

  8. Click Add files to add supporting documentation. The total size of all files must be 4.5 MB or less. PDF files must be fewer 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 Credit.

  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 must be 4.5 MB or less. PDF files must be fewer 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 Shopify Credit's banking partners. You receive email updates regarding the status and outcome of the dispute investigation. If the dispute is resolved in your favor, then your account will be adjusted accordingly.

Any fees incurred by the transaction are also returned to your account.

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