Open the disputed order
Go to the order or payment timeline with the chargeback/inquiry notice. Confirm the dispute reason, amount, response deadline, and any case or transaction IDs before editing the response.
Shopify evidence submission guide
Submit Shopify chargeback evidence without burying the proof.
A practical order of operations for Shopify merchants: find the disputed order, confirm the reason and deadline, package the strongest proof first, and submit a response that a bank reviewer can scan fast.
Read the steps
Build submission plan
Generate Shopify letter
Urgent review - $49
Instant kit - $7
Review my letter - $9
Use Shopify adminOrder page, chargeback banner, Add evidence, save, then submit or let Shopify submit on the due date.
Lead with direct proofPut delivery, refund, usage, authorization, or policy proof before weaker context.
Keep files bank-readablePDF, JPEG, or PNG only; crop tightly, keep files small, and avoid external links.
Start inside Shopify admin, but write for the bank reviewer.
Shopify’s help docs describe the flow as a bank request for evidence, a merchant response, and a final decision by the credit card company. Shopify can help with the submission workflow, but Shopify says it does not make the outcome decision. That means the packet has to stand on its own.
Short answer for a merchant asking “how do I submit evidence?”
Open the disputed order in Shopify admin, click Add evidence in the chargeback banner, review the reason and due date, upload the strongest evidence files, save the response, then submit it when you are sure. If you submit early, Shopify says you cannot keep editing that evidence, so preview the response first.
Match evidence to the reason
Do not submit the same packet for every dispute. Shopify’s reason documentation separates issues like not received, fraudulent/unrecognized, duplicate, product not as described, and credit not processed.
Collect the strongest records first
- Order record with order ID, payment status, amount, purchased item, customer-provided shipping or account details.
- Fulfillment timeline, carrier, tracking number, delivery scan, delivery city/ZIP, signature, delivery photo, or access/usage records.
- Customer support messages limited to the disputed transaction.
- Shipping, refund, cancellation, product, or access policy that applied when the customer purchased.
- Reason-specific proof: authorization signals for fraud, return/refund timeline for credit disputes, product-page context for not-as-described claims.
Do before submitting
- Combine related screenshots into a single clean PDF or image for each evidence type.
- Place direct proof first: signed delivery, delivered tracking, refund record, or usage logs.
- Crop screenshots so the order ID, dates, tracking status, and customer messages are legible.
- Save your draft and reread it as if the reviewer has only a few minutes.
Do not rely on
- Uncropped screen captures where the important proof is hard to find.
- External links, videos, or requests for the bank to contact you for more information.
- A long accusation against the buyer instead of a short timeline and evidence map.
- Delivery proof alone for fraud or unauthorized disputes when authorization proof is available.
Write the response as an evidence map
Use one short opening paragraph: what the customer claimed, what the key records prove, and which attachments support those facts. Avoid accusations, recovery guarantees, or unsupported claims.
Save, preview, then submit before the deadline
Shopify’s admin documentation says you can save evidence and choose to submit the response. After submission, Shopify prepares the response file for the credit card company. Treat the listed deadline seriously and assume the submitted packet must stand on its own.
Official Shopify references
Build a Shopify evidence submission plan.
Use this before opening the final response form. It keeps the packet focused on the dispute reason, deadline, strongest proof, and response wording.