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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. Chargebacks could be either applied to debit cards (and basic bank accounts) or credit cards. Customers could ask for chargebacks in several circumstances. When receiving a chargeback request, store owners can resolve the matter by directly contacting the customer, or submitting evidences regarding to the order directly from your admin dashboard.

Step by Step Tutorial

Please ensure that each evidence file you upload do not exceed 5 MB in size.

When a new chargeback request from your customers is created, ShopBase will send notification emails to the store owner.

Store owners can also check orders with chargeback requests by going to Orders > Chargeback and inquiry from your ShopBase admin site.

Check your Chargeback orders

You can also filter orders with chargeback requests by going to Orders > More filters > Chargeback and Inquiry status > Open so that you can check and submit evidence for these orders on time. This will ensure that the due date won't be missed and avoid possible loss dispute.

To check chargeback reasons and send a chargeback response, click Submit response on Order detail page. Please make sure you are fully aware of all information regarding to the chargeback request.

Click Submit Response to enter your evidence
In Chargeback evidence, fill out as much information as you can in the form below to help you resolve the chargeback.

In Purchase information, product name of order that received chargeback request will be automatically synced to Product description.


Customer name and email will also be automatically synced to respective sections in your chargeback response.


In Customer signature, upload a screenshot of customer information in your order detail page, or a screenshot of order thank you page.

Customer information in your order detail page

Upload a screenshot of customer information in your order

Or upload a screenshot of order thank you page
Billing address of the order will also be automatically synced to respective section in your chargeback response.


In Receipt, upload a screenshot of the order transaction or order timeline in order detail page.



Order timeline in order detail page
In Customer communication, upload a screenshot of all communication you had with the customer such as order confirmation emails, chat sessions with customers via online channels, etc.


Shipping address of the order will also be automatically synced to respective section in your chargeback response.

In Date of shipment, Package carrier, and Tracking number, enter all information you have of the order accordingly.


In Proof of shipping, upload a screenshot of order tracking page with order status as delivered.


In Proof of access or downloading product, enter a link of product that customer ordered.


You can skip the Additional evidence or statements section. But it is advised to fill it out for a higher chance of winning the chargeback dispute. You can contact shipping carrier for a confirmation that order is successfully delivered to customer. Then, you can upload a screenshot of confirmation from the shipping carrier, or write "I had contacted the carrier to double check and they have confirmed that order has already been delivered to customer's mailbox.’’ in this section.


If we have not heard back from the merchant in due time, our system will automatically send responses with information collected from the order details at 12:00 A.M of the due date. Therefore, click Submit evidence now once you finish your chargeback response to ensure you don't miss the deadline.

You can learn more about how to respond to your chargeback requests in this article.

Related articles

Explain Chargeback responses
Understand ShopBase Payments
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