ChatCalm reply
I am sorry this has gone wrong, and I understand why you contacted your bank. I have passed it to our team, and a teammate will reply today. What happened with the order, so they can start on it straight away?
Chargeback email template
A dispute is open. Keep the reply calm.
Answer the customer like any unhappy buyer, and give your team the order evidence it needs to respond to the bank.Updated · By Ziyad BasheerShort answer
A chargeback is a payment the customer has asked their bank to reverse, and the store answers the bank with evidence, not the customer with arguments. Reply calmly, fix the underlying problem if you can, and keep every message, tracking scan and policy on record.The templates
Fills in from Shopify, with a fallbackYours to fill in
EmailDispute already opened
Subject: Your payment dispute for order.name
Hi customer.first_name,
We have been told about the payment dispute on order.name, and I am sorry it came to that.
We would still like to put it right directly: a replacement / a refund / the delivery details from the carrier. Reply here and a teammate will handle it personally.
Your bank's process carries on either way, and nothing about it changes how we treat you.
Internal noteEvidence checklist
Dispute on order.name, order.total. Carrier: order.tracking.carrier order.tracking.number, status order.tracking.status. Gather: order confirmation, shipping address, tracking with the delivery scan, this conversation, and the policy the customer agreed to. Respond in Shopify before the deadline.
When to use
The customer says they have opened, or will open, a dispute or chargeback with their bank. Not when they only ask about a charge they do not recognize.Aide picks a procedure from its When to use. Paste this into your procedure, then edit it for your store.
Only if
They mention a disputeYour payment dispute topic matches messages like “I am filing a chargeback”.
A person takes itAdd a tag and assign the conversation in the same procedure.
Same-day answerOptional: a routing rule that sends the tag to whoever handles disputes in Shopify.
Example conversation
Customer
I never got my order and I'm disputing the charge with my bank.
Aide
I am sorry your order has not reached you, and I understand why you went to your bank. I have passed this to our team, and a teammate will reply today. If you can, send me the order number so they can start checking with the carrier straight away.
Customer
It's #1076.
✓Handed to your team with the order · Order #1076
Frequently asked questions
A payment the cardholder asks their bank to reverse, for reasons like an item not received, not as described, or not recognized. The store can accept it or respond with evidence before a deadline.
The same as to any unhappy customer: acknowledge the problem and offer the fix. Leave out threats, blame and pressure to withdraw, since the bank may read the conversation.
For an item not received: tracking with a delivery scan to the order address. For not as described: the product page, photos and your conversation. For not recognized: proof the order matches the cardholder.
Not on top of the dispute. If the bank reverses the payment and you refund as well, the money goes back twice, so pick one route and stick to it.
Related templates
Unrecognized chargeA charge from the store that they do not recognize.Chat · Email · Internal noteDelivered not receivedTracking says delivered, the customer has nothing.Email · Chat · Internal noteRefund not received yetThe refund was issued but has not reached the account.Email · Chat · Internal noteCharged twiceTwo charges on the statement for one purchase.Email · Chat · Internal note
Send this with the order filled in
Aide fills in the Shopify order and tracking, then drafts or sends the reply, as you choose.