Shopify’s dispute status describes the payment dispute. Commerce Recovery’s groups describe your later review and recovery work. Neither should be used as a substitute for confirmed payment records.
What the Shopify Payments statuses mean
Shopify lists open, submitted, won, lost and resolved among its dispute statuses. Open means a response has not yet been sent; submitted means it is under review. Won and lost describe the result. Resolved can describe an automatic resolution through a network dispute program.
Check the original Shopify record for the available actions and deadline. An inquiry or unresolved case should not be treated as a completed loss. The current provider record is the reference for the dispute outcome, even if a later customer conversation takes place.
What the website’s recovery groups describe
Once your Shopify app and website workspace are connected, the shared case list organizes recovery work into To review, Prepared, Submitted and Excluded. These groups are designed to show where your work is, rather than rewrite the bank’s result.
For example, a lost chargeback can still need review. Preparing a message does not make the original chargeback won. A case can also be excluded from further recovery while retaining its original loss history.
- To review: start by examining the facts and outstanding questions.
- Prepared: inspect the work and confirmations for the case.
- Submitted: review the shared case history for what happened.
- Excluded: keep the record while leaving it outside further recovery.
Be careful with the word submitted
The same word can appear in different contexts. In Shopify’s dispute process, submitted refers to a response awaiting a decision. In the website’s recovery workflow, inspect the case history to understand the particular action recorded.
Do not infer message delivery or payment from a group label. Open the messages and payment records for that case to see the more specific outcome. This matters when reporting results or deciding whether another action is appropriate.
Read overview totals as disputed value
Your overview can show the value of imported lost chargebacks. That helps you understand the records in the workspace, but it is not a prediction of money that can be recovered.
Keep currencies separate and distinguish original disputed value, the reviewed current balance and confirmed payments. Returns, refunds and other resolutions can make those numbers different. Do not label all historic losses as outstanding customer debt.
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.