Why am I receiving multiple chargeback alerts for one order?
When you use post-purchase upsells in Shopify and many other platforms like Checkout Champ, the platform splits the order into multiple separate transactions. For example, a single customer order might appear as three different charges on their banking statement.
If a customer initiates a chargeback, they may dispute all of these related transactions, resulting in multiple chargeback alerts for what you consider to be a single order.
Why am I billed for each alert?
Card networks (Visa/Mastercard) send and bill us separately for each transaction alert. Unfortunately, we must pass these costs on to you, as we're charged for each individual alert by the card networks.
This is not a policy we created, but rather one we must follow based on how card networks handle these disputes.
How can I reduce costs from multiple alerts?
We offer a setting that can help in some scenarios:
Enable "Refund full orders, regardless of alert amount"
This setting in your Chargeback Alert Settings can help reduce costs when:
You enable the setting
You receive the first alert
Subsequent alerts for the same order will be marked as "already refunded"
You'll receive a credit for those additional alerts
Note: This strategy works best when there is at least one day between alerts. If multiple alerts are triggered on the same day, it can be more difficult to secure credits, though we will still attempt to do so.
Recommended Best Practices
To minimize the impact of multiple alerts:
Consider how you structure your post-purchase upsells
Monitor your chargeback patterns to identify if specific types of upsells lead to more chargebacks
Enable the "Refund full orders" setting to potentially reduce costs
For additional assistance with your chargeback alerts, please contact our support team.