Dispute types

The cardholder says they did not make this purchase at all.

Somebody else used their card, and they want the money back.

For a physical order, the answer is the delivery trail: who the order was for, where it was billed and shipped, and proof it arrived. For something delivered online there is no parcel to point at, so the answer is the account trail instead: the email and name on the order, the address it was billed to, the network address the order came from, and a record of the customer using what they bought.

The cardholder says they were charged twice for the same thing.

One purchase, two charges, and they want one back.

The answer here is narrower than most: identify the other charge the customer has in mind, and explain what it was for. If the two charges are for different things, saying which is different is the whole response.

The customer says they paid and nothing arrived.

The order never reached them.

For a physical order: the tracking number, proof of delivery, the date it shipped and the address it went to. For something delivered online there is nothing to track, so the answer is a record of the customer actually reaching what they bought: signing in, downloading, or opening it.

The customer got the thing, and says it was not what was promised.

Not that it is missing, but that it is wrong, broken, or not what the listing said.

The answer is what the customer was shown before they bought: the product description and page they ordered from, and the messages between you. Proof of delivery helps too, but the description is the centre of it.

The customer says you agreed to refund them and it never arrived.

Not that the purchase was wrong, but that the refund is missing.

Show the refund: when it was issued, for how much, and where it was sent. If the refund has not been issued, this is the dispute where accepting it is usually the honest answer.

The customer says they cancelled and were billed anyway.

The charge came after they had stopped the subscription.

The answer is when the customer cancelled, the messages between you, and any refund already issued. What usually decides it is what your terms said when they signed up. Your policies live in your Shopify settings and our read access does not reach them, so if your terms matter, say what they were in your response.

The customer does not recognise the charge on their statement.

Not necessarily fraud. Often they simply cannot tell what the line on their statement is.

The app asks for the same evidence as it does for a fraud claim, because the answer is the same shape: show who bought it, where it went, and that they got it. The difference is the tone rather than the evidence.

A processing or authorisation problem rather than a complaint about the order: a wrong amount, a wrong currency, a missing authorisation.

That something went wrong with the charge itself, rather than with what was bought.

What answers these differs case by case, so there is no standard list and the app does not invent one. Evidence strength is left unscored rather than marked down, and the dispute page explains why.