A chargeback is a dispute a customer raises with their bank to reverse a charge, and the Chargeback Management App responds to it on your behalf by submitting evidence before the bank's due date.
The due date is the deadline set by the bank by which a response must be submitted. The Chargeback Management App always submits before it.
What determines when the Chargeback Management App responds?
The Chargeback Management App's chargeback automation decides when to respond based on two factors: your payment processor and the delivery status of the disputed order. Because proof of delivery strengthens the response, the app waits for delivery when it can still do so safely before the due date.
Response schedule by processor
The table below shows when the Chargeback Management App submits a response, based on the processor that handled the disputed order. "Whichever comes sooner" means the app acts on the earlier of the two events.
For Shopify Payments and Stripe: if the order is delivered before the 1-day-ahead mark, the Chargeback Management App responds on delivery; if not, it responds 1 day before the due date. For all other processors, the app responds in a fixed window 2–5 days before the due date, regardless of delivery.
Why is my chargeback still showing as open in Shopify?
For Shopify Payments, the chargeback will keep showing as open in Shopify until the due date, even when your response has already been uploaded. This is expected and no action is needed. The status in Shopify only updates once the response is submitted to the bank on the due date.
This happens because of how Shopify Payments handles submissions: the Chargeback Management App uploads your evidence on the schedule above, but due to a Shopify Payments limitation it is only submitted to the bank on the exact due date and time. Seeing your evidence uploaded and ready before it is sent is expected, no action is needed.
Note: This upload-then-submit delay applies only to Shopify Payments. For Stripe and all other processors, the response is submitted on the schedule in the table above.
Should I submit my chargeback evidence myself in Shopify?
No, please don't submit your chargeback evidence yourself in Shopify. If you submit the response yourself by clicking Submit evidence, the chargeback is sent to the bank immediately and can no longer be updated by the Chargeback Management App. This action is irreversible once actioned.
The Chargeback Management App submits your evidence automatically on the correct schedule (see above). Clicking Submit evidence yourself removes our ability to complete or improve the response if needed.
Important: If you have automated chargeback responses enabled, do not submit evidence yourself directly, doing so creates confusion and interferes with our response. If you have evidence you'd like included, you can always add it in the Chargeback Management App portal, and our team will incorporate it into the response for you.
How to confirm your response in Shopify
You can verify that the Chargeback Management App's response has been uploaded directly from the chargeback in Shopify.
1. Click the Add evidence button to see our response in Shopify.
2. This is our response, shown in the field "Any other evidence that supports your case."
