Neither a loss nor proof of delivery automatically establishes a right to another payment. A careful, case-specific review comes before any further request.
A separate resolution does not reverse the chargeback
Shopify describes the bank’s chargeback decision as final within its ordinary dispute process. Commerce Recovery does not change that decision or turn a completed loss into a won dispute.
A later customer resolution, if appropriate, is recorded separately. Keeping that distinction visible avoids misleading reports about dispute win rates and prevents a new payment request from being mistaken for a bank appeal.
First ask whether further payment is appropriate
Review the original agreement, the customer’s identity and the problem they reported. An order delivered to an address does not, by itself, establish that the cardholder authorized the transaction. A completed refund or valid return can also change the position.
Rights and restrictions vary with the facts and jurisdiction. This guide explains the product workflow; it does not determine legal liability. Obtain appropriate advice where there is uncertainty rather than using a software status as permission to demand payment.
- Has the customer already paid or received a justified refund?
- Was the purchase authorized by the person being contacted?
- Are product, delivery or return concerns unresolved?
- Does the reviewed amount reflect the current facts?
Communication should allow the facts to be corrected
When contact is appropriate, use a clear explanation tied to the original order and give the customer a way to raise an issue. Avoid presenting the bank’s loss decision as proof that the customer acted dishonestly.
A reply, wrong-person report or return request needs review. Repeating messages without resolving the concern does not improve the underlying case. Keep the conversation and any resulting pause or stop visible in the shared history.
Treat payment creation and payment confirmation separately
A prepared message, a payment link and a confirmed payment are three different milestones. Do not count a link as recovered money or count an initial disputed amount as a future payment.
In the Shopify workflow, customer payments use the merchant’s checkout. Your existing app plan handles the software fee separately: 20% of successfully recovered payments, with processing fees, taxes and refund adjustments separate. No recovery outcome is guaranteed.
Review the cases already available in Shopify
Connect the Chargeback Recovery app to your website workspace and sync the available Shopify Payments chargebacks. Work through the cases individually, starting with those needing review.
You retain control over whether a supported request proceeds. Connecting, syncing and reading a case do not themselves send a customer message or create a payment request. If the review does not support action, exclude or close the case.
Sources and scope
Provider guidance can change. Check the original Shopify record for the current status and available actions. This page explains the product workflow; it does not determine whether a customer legally owes money.