Shopify Chargeback Response Template [Free Download 2026]
Quick answer
Free Shopify chargeback templates for fraudulent, not received, and subscription disputes — the three types covering 90%+ of Shopify chargebacks. Shopify pre-fills order metadata, but you must write the merchant narrative and add delivery/usage evidence. ChargeMate generates custom Shopify responses at $10/case with 80%+ win rate.
Shopify makes it easy to submit dispute evidence — but Shopify Protect only covers orders it marks as low-risk fraud. For everything else (high-risk fraud, not received, subscription disputes), you write the response yourself. These templates show you exactly what to say.
ChargeMate writes Shopify dispute responses for you.
$10/case. Works with Shopify Payments (Stripe) and all other Shopify gateways. 3 free cases.
Shopify Dispute Process (Step by Step)
Shopify Admin → Orders → select disputed order → "View chargeback"
Shopify pre-fills: customer email, IP, order ID, Fraud Analysis score, billing/shipping address
You add: carrier tracking, delivery confirmation PDF, customer service emails, merchant narrative (use templates below)
Click "Submit response" — Shopify submits to Shopify Payments (Stripe) which submits to the card network
Monitor outcome in Shopify Admin. Decision in 30–75 days. If lost, check if pre-arbitration is available for high-value disputes.
Template 1: Fraudulent Dispute (Not Authorized)
Most common. Use when cardholder claims they didn't make the purchase.
SHOPIFY MERCHANT EXPLANATION — Fraudulent Dispute ORDER DETAILS: Order #[SHOPIFY-ORDER-ID] | Date: [DATE] | Amount: [AMOUNT] Card: [NETWORK] ending [XXXX] MERCHANT NARRATIVE: This is a legitimate purchase authorized by the cardholder. I dispute the claim of fraud for the following reasons: 1. ORDER AUTHENTICATION: - Ordered from IP [IP-ADDRESS] ([CITY, COUNTRY]) - Billing address matches shipping address on file - Email [EMAIL] was confirmed before order processed - Shopify Fraud Analysis: [LOW/MEDIUM] risk score 2. DELIVERY CONFIRMATION: - Shipped [DATE] via [CARRIER], Tracking: [TRACKING-NUMBER] - Delivered [DATE] to: [FULL SHIPPING ADDRESS] - [DELIVERY METHOD: Signature/Photo/GPS confirmation] — see attachment 3. PRIOR PURCHASE HISTORY (if available): - Previous order [DATE]: $[AMOUNT] — not disputed — same card/email 4. POST-SALE CONTACT: No inquiry about non-receipt or unauthorized transaction before dispute. I request reversal of this chargeback. Evidence attached: carrier delivery confirmation, [any other evidence]. [Store Name] | [Date]
Template 2: Product Not Received
For physical goods merchants. Delivery confirmation is essential.
SHOPIFY MERCHANT EXPLANATION — Not Received Dispute
ORDER DETAILS:
Order #[SHOPIFY-ORDER-ID] | Date: [DATE] | Amount: [AMOUNT]
MERCHANT NARRATIVE:
The goods were shipped and delivered to the cardholder's address.
1. SHIPPING RECORD:
Shipped [DATE] via [CARRIER].
Tracking: [TRACKING-NUMBER]
[Attach carrier tracking PDF]
2. DELIVERY CONFIRMATION:
Delivered [DATE] at [TIME] to [FULL ADDRESS].
[CHOOSE: Signature from recipient "[NAME]" obtained /
Delivery photo confirmation at door (attached) /
GPS delivery confirmation at address]
3. CUSTOMER CONTACT:
No contact received from customer about non-receipt before this dispute.
[If contacted: Customer contacted [DATE] — we [offered/advised] [RESOLUTION]]
The goods were delivered as ordered. Carrier record directly contradicts
the claim of non-receipt. Evidence: [CARRIER] delivery confirmation attached.
[Store Name] | [Date]Template 3: Subscription / Subscription Cancelled
For recurring billing disputes — show ToS acceptance, advance renewal notice, usage records.
SHOPIFY MERCHANT EXPLANATION — Subscription / Cancelled Dispute ORDER DETAILS: Order #[SHOPIFY-ORDER-ID] | Charge Date: [DATE] | Amount: [AMOUNT] Product: [SUBSCRIPTION/PRODUCT NAME] — Monthly/Annual subscription MERCHANT NARRATIVE: This is a legitimate subscription renewal. The cardholder accepted our subscription terms at signup and received advance renewal notice. 1. SUBSCRIPTION AUTHORIZATION: Customer subscribed on [INITIAL-DATE] and accepted Terms of Service including: "Subscriptions renew [monthly/annually] until cancelled. Cancel before [X] days prior to renewal date." [Attach ToS acceptance screenshot or log] 2. RENEWAL NOTICE: Renewal notice emailed to [EMAIL] on [DATE-BEFORE-RENEWAL]. [Attach email delivery confirmation if available] 3. NO CANCELLATION RECEIVED: No cancellation request was received through our cancellation portal ([URL]) or support channel before the [DATE] renewal charge. 4. PRODUCT USAGE (if applicable): [If digital/SaaS:] Account was active in the period before billing. Last access: [DATE]. [Attach usage log] Our subscription terms were accepted at signup and renewals are charged per those terms. I request reversal of this chargeback. [Store Name] | [Date]
Shopify Protect: What It Covers
| Situation | Shopify Protect | You Must Respond |
|---|---|---|
| Low-risk fraud (Shopify Payments only) | ✓ Covers loss + fee | ✗ You do nothing |
| High-risk / unprotected fraud | ✗ Not covered | ✓ Must respond |
| Product not received | ✗ Not covered | ✓ Must respond |
| Subscription / cancelled | ✗ Not covered | ✓ Must respond |
| Non-Shopify-Payments gateway | ✗ Not covered | ✓ Must respond |
| PayPal disputes (separate process) | ✗ Not covered | ✓ Must respond via PayPal |