Submit Shopify Payments Dispute Evidence with Auto-fill

Unlike PayPal and Stripe, there is no account to connect for Shopify Payments — no API key, no secret key, no approval to wait for. Synctrack reads your disputes through the permissions you already granted the app, so turning on one toggle is the whole setup. When you respond to one, Synctrack pre-fills the evidence from data it already has — your tracking and your Shopify order — and orders the fields by the reason the bank gave, so you mostly review instead of type.

Turn it on

There is nothing to connect and no permission screen to go through here — you already granted Synctrack the permissions it needs when you installed the app or last logged in to the app admin.

1. Go to Settings → Dispute settings.
2. Turn on the Dispute management toggle. Synctrack connects to your store's Shopify Payments disputes automatically, if your store has Shopify Payments.

3. Open the Dispute tab, then the Shopify Payment tab. Synctrack imports the last 90 days of disputes on the first load, then new ones arrive in real time.

Submit evidence

1. Click an open dispute in the list to open its details. You'll see the bank's reason, the disputed amount and the chargeback fee as separate lines, the linked order, the customer, your tracking numbers, and the response deadline.

2. In most cases the evidence pack is already there before you start. Shopify itself builds a draft from the order — customer name and email, product description, shipments, and an auto-generated tracking details PDF — and Synctrack shows it to you as Evidence on file, marked Draft — not sent yet. Your job is to check that what's already in the pack is correct, then add whatever else you believe will win this particular case.

3. Click Provide evidence. A four-step wizard opens: Proof of fulfillment, Order details, Other evidence, then Review. You can save a draft and come back — nothing goes to the bank until you submit on the last step.
4. Proof of fulfillment. Pick a Reason why the dispute is invalid from the dropdown — for example The cardholder was refunded. This one is optional: Shopify has no separate field for it, so your choice is added as the first line of your notes to the bank. Fill in the Access activity log if the customer accessed something digital. Under Shipping documentation, upload your proof that the parcel shipped and arrived.
5. Order details. The customer's first name, last name and email come straight from the order — read them and make sure they match the person who paid. Then attach your Customer communication.

6. Other evidence. Four free-text boxes cover the policy side of the case: Refund policy disclosure, Refund refusal explanation, Cancellation policy disclosure and Cancellation rebuttal. Below them, under Policy documents (PDF), tick the store policies you want to send — Synctrack generates Refund Policy, Terms of Service, Shipping Policy and Cancellation Policy from your own store, and each one goes to the bank as its own document. Use Preview to check a PDF before you include it.

7. Review. Every section shows a Complete badge and an Edit link back to it. The header repeats the dispute number, the respond-by date and how much file space you've used. Read the whole pack, then click Submit to bank — you click it, Synctrack never sends evidence on your behalf.

You only get one submission. Shopify accepts evidence for a dispute once. After you submit, fields can't be edited and files can't be added, so use the Review step properly — this is your only pass.

What to add on top of the auto-filled evidence

The order data fills itself. What decides the case is the context only you have, so attach whatever you believe helps:

• Customer communications → the Customer communication slot on Order details. Emails or chat where the customer confirms the order, the address, a delivery, or a resolution you already offered.
• Proof the parcel reached the right address → the Shipping documentation slot on Proof of fulfillment. A carrier delivery confirmation showing the delivered-to address, a signature, a photo at the door, or a screenshot of the carrier's tracking page.
• Subscription or recurring-billing records → Cancellation policy disclosure and Cancellation rebuttal on Other evidence, plus the sign-up and billing schedule the customer accepted, for disputes over a renewal charge.
• Payment and refund records → Refund policy disclosure and Refund refusal explanation. Receipts, refund confirmations, store credit or a replacement shipment, if you already made the customer whole.
• Your store policies → the generated Policy documents (PDF) checkboxes. They reflect your store as it is now, so preview them if your policy changed since the order date.

Accept a chargeback instead

If you don't intend to contest, click Accept claim. Read the modal first: accepting means the customer keeps the disputed amount and the chargeback fee is not refunded to you. If you instead do nothing, Shopify sends a response for you at no cost — and if that response wins, you get both the amount and the fee back.

Because Shopify's API has no accept operation, the last step happens in your Shopify admin: click Accept in Shopify admin and finish there. Synctrack stops your deadline reminders straight away, and marks the dispute accepted once Shopify confirms it. If you don't finish in Shopify admin, the dispute is still being contested and Shopify will still send its own response on the deadline.

Good to know

• Your work saves itself. There is no Save draft button — closing the wizard does not lose your edits.
• Files are capped at 4 MB in total per dispute, and only .png, .jpeg and .pdf are accepted. Store policy PDFs use the same 4 MB budget as your own uploads — this limit is much tighter than PayPal's or Stripe's.
• Three fields are read-only: the product description, the billing address and the customer's purchase IP. Shopify fills these from the order and its API does not accept changes to them.
• The deadline means "Shopify responds for you", not "you lose by default". Shopify sends a chargeback response automatically when the deadline passes; the detail page shows you that date.
• Some disputes can't be answered at all. If your store is enrolled in Shopify's Network Dispute Resolution Program, those disputes are resolved before they become formal chargebacks — there is no evidence window and no way to contest them.
• Orders covered by Shopify Protect need no action from you — Shopify reimburses the amount and the fee on eligible fraudulent or unrecognized chargebacks.
• A decision is final. You can't appeal a chargeback or add evidence after the bank decides, so there's no appeal step for Shopify Payments.
• Plans. Responding to a dispute and submitting evidence require Basic or above — the Free plan can view disputes but not act on them. Evidence auto-fill and auto-compiled store policy PDFs require Pro or above.
• A draft is not a submission. While the pack still shows Draft — not sent yet, nothing has reached the bank. It only counts once you submit it, or once Shopify sends its own response on the deadline.
• Attaching more evidence makes your response more complete, but it does not guarantee the outcome. Pick the documents that answer the bank's reason — a stack of unrelated files does not read better than two relevant ones.

Related articles: Set Up Dispute Management · View and Filter Dispute Lists

Updated on: 25/09/2026