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Chargebacks are the fees returned to payment cards after customers have successfully disputed an item on their statements of account or transaction reports. Customers could ask for chargebacks in several circumstances. When receiving a chargeback request, you can resolve the matter by directly contacting the customer, or submitting evidence regarding to the order directly from your admin dashboard. After submitting evidence, you can check the status of the chargeback in your ShopBase admin site. This article will show you how to do it in a few simple steps.

Step by Step Tutorial

From your ShopBase admin site, go to Orders > All orders.


Filter orders with chargeback requests by clicking on More filters > Chargeback and inquiry status.

To filter out all orders with chargeback requests, select Any > Apply.


To filter out orders with open chargeback requests (no chargeback response has been sent), select Open > Apply.

You must submit evidence for these orders on time to ensure that the due date won't be missed and avoid possible loss dispute. Please refer to this article for a detailed instruction on how to submit a chargeback response.


To filter out orders with successfully submitted chargeback response, select Submitted, Won, and Lost > Apply.


Select the order you want to see chargeback status of. A chargeback can be in one of the following statuses:

Open: No response has been sent. You need to click Submit response to add evidence and submit the response.

Open chargeback - Setting to automatically submit response is enabled

Open chargeback  - Setting to automatically submit response is disabled
Submitted: The response has been successfully submitted and under review.


Won: Chargeback result is settled and you won it.


Lost: Chargeback result is settled and you lost it.



Related articles

How to submit a chargeback response
Explain Chargeback responses
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