Lost a chargeback? Bring the facts together first.

Separate the bank’s outcome from your next decision

The chargeback result tells you how the card dispute ended. It does not, on its own, resolve every question about the order or establish a right to further payment. Shopify’s documentation explains the finality of the bank’s decision in its dispute process.

Start with the notice, order and original customer concern. If the case involves unauthorized card use, a valid return or money already refunded, asking for another payment may be inappropriate. Where legal rights are uncertain, get advice suited to the relevant transaction and jurisdiction.

Review the order, rather than only the lost amount

Use the shared Shopify workspace to inspect the available records together. A disputed amount can differ from the current balance because of partial refunds, returns or another payment. Do not treat a dashboard total as an invoice.

An unresolved delivery complaint deserves investigation even where tracking says delivered. Confirm the intended recipient and address, and look for customer correspondence that changes your understanding of the case.

• Confirm the original order and disputed payment match.
• Account for refunds, returns and other payments.
• Check who made the purchase and why they raised the dispute.
• Exclude cases where proceeding would be wrong or unsupported.

You approve what happens next

Connecting and syncing a Shopify store only brings records into view. It does not automatically contact customers. Review the exact recipient and message, complete the case confirmations and approve the individual recovery request when appropriate.

Keep the conversation attached to the case. A reply, return issue or change in payment information needs attention before further reminders. You can inspect and stop the shared case from the website.

Measure actual results, not assumed recovery

Imported lost chargebacks show historic disputed value. Prepared cases show work in progress. Neither means that money has been recovered.

Check the recorded payment outcome separately. A customer saying they paid, or returning from checkout, is not sufficient payment confirmation. Keeping those stages distinct gives you a more honest view of your Shopify recovery work.