Pre-order refund disputes in Australia: a Shopify guide

Pre-orders are a gift for cash flow and a trap for disputes. The customer pays today for something they will not hold for weeks. The supplier slips a date. You email an update that half the list never reads. Then, one morning, a notification says a customer has gone to their bank because their order "never arrived", even though you told them, in writing, that it would ship in six weeks.

A pre-order refund dispute is a chargeback or complaint filed by a customer who paid for an item that was not yet in stock, usually because it has not arrived, arrived later than they expected, or changed in a way they did not agree to. In Australia there is no special pre-order rulebook in the sources we could verify. What exists is the ACCC's focus on delivery timeframes, the consumer guarantees that apply once the goods arrive, and the way card networks measure time from the expected delivery date. This guide explains what to promise, how to document it, when to refund, and how to answer a dispute when a pre-order runs late.

This guide is for you if:

You sell pre-orders or backorders on Shopify and want to avoid "not received" disputes.
A supplier delay has pushed your dates and customers are asking for refunds.
A pre-order customer has filed a chargeback and you need to know what to submit.

Last updated: 9 October 2026. Written by the ChargeFix team. Reviewed against sources on 9 October 2026.

The 30-second answer (TL;DR)

We could not find a pre-order specific rule on the ACCC pages we read. We do not claim one exists, and you should ask a lawyer or the ACCC about your product.
The ACCC named retailer conduct on delivery timeframes as a 2024/25 priority, and in March 2024 started Federal Court proceedings against Mosaic Brands, alleging that several hundred thousand products were not delivered within advertised timeframes. Those are allegations.
CHOICE reports the Visa chargeback window can run from the expected delivery date, with a 540 day outer limit. For a pre-order, the expected date is whatever you told the customer, so a vague date creates a long exposure.
When the goods arrive, the consumer guarantees apply as for any item. Faults and misdescription still carry a remedy.
Shopify's reasons for a late or missing order are fulfilment based. Evidence centres on what you promised, when you told the customer, and what you shipped.
Refund early if a delay is long or you cannot supply. A full refund ends an inquiry, and an open chargeback cannot be refunded.
Treat the date, the stock status and the update emails as your three key records.

Quick note: The safest pre-order is one where the customer cannot honestly say they did not know. Put the dispatch window on the product page, in the cart, at checkout and in the confirmation email, and send an update before the date passes, not after.

Pre-order and backorder at a glance

	Pre-order	Backorder
What it is	Item not yet released or received, sold in advance	Item normally stocked, currently out of stock
Customer expectation	Waits for a launch or arrival	Expects a short delay
Main risk	Long wait, date slips	Unclear restock date
Key promise to document	Expected dispatch window	Expected restock window
Typical dispute	Product not received, credit not processed	Product not received
Best control	Clear date, regular updates, easy cancellation	Same

Is there a special law for pre-orders in Australia?

We could not verify one. The ACCC pages we read do not set out pre-order rules, and the ACCC's February 2025 review of return policies and terms and conditions does not mention pre-orders. So this guide does not say that pre-orders have their own legal regime, and it does not tell you how long you may make a customer wait.

What we can say, from sources we read:

The ACCC identified retailer conduct on delivery timeframes as a priority for 2024/25.
In March 2024 it began Federal Court proceedings against Mosaic Brands Limited, alleging that several hundred thousand products were not delivered within advertised timeframes, that over 26% of orders were dispatched as long as 20 days, and in some cases more than 40 days, after purchase, against a promoted commitment of two to 17 business days. Those figures are the ACCC's allegations for deliveries between 23 September 2021 and 31 March 2022. Mosaic said the claim was flawed and that it would defend it.
The ACCC's repair, replace, refund, cancel page (dated 21 July 2026) sets out what you owe when a consumer guarantee fails. Once a pre-ordered item arrives, those rules apply as for any other item.

The practical lesson is simple. A date you advertise is a statement customers rely on. If you cannot meet it, say so early and give a choice.

What does that mean for how you write dates?

Avoid dates you cannot control. "Ships 1 December" is a promise. "Expected to ship in 4 to 6 weeks, subject to supplier arrival" is a window with a condition. The second is more honest and easier to defend, though we could not verify how a bank or a court treats a conditional estimate. Whatever you write, update it when the facts change.

How do pre-order disputes show up on Shopify?

Most arrive as a "not received" claim or as a credit not processed claim. Shopify's reasons page covers evidence for these, and for product-related disputes it suggests fulfilment details and tracking. For credit not processed it suggests refund and return policies, proof the customer was informed, emails, an explanation, or proof of an earlier refund.

Shopify's general rules apply:

The deadline is usually 7 to 21 days after filing, in your store timezone, and 11:59 PM if no time is shown. Shopify auto-submits what you have on the due date.
The issuer decides up to 75 days after submission.
Files must be PDF, JPEG or PNG, up to 2 MB each and 4 MB in total, one per evidence type, with no links.
A full refund ends an inquiry, a partial refund does not, and an open chargeback cannot be refunded.
The dispute fee is A$25, and every dispute counts toward your chargeback rate. A high rate can lead to an account health notice, a reserve or NDRP enrolment, with an NDRP fee of A$25 in Australia.

Pre-orders add one wrinkle. A normal order has a clear delivery date. A pre-order's date is whatever you said it would be, so your evidence has to include what you said and when you said it.

Why do card windows matter more for pre-orders?

Because the clock may not start when you think. CHOICE reports the Visa window can run from the expected delivery date, with a 540 day outer limit. NAB gives cardholders up to 120 days for Visa and Mastercard disputes, varying by reason, and 210 days for eftpos. Consumer Affairs Victoria says chargeback limits run 45 to 120 days by provider.

We could not verify exactly how each scheme measures time for a delayed pre-order, so read this as a warning rather than a rule. A pre-order sold in October for delivery next March can still be disputed well after you consider the matter settled. Keep records for as long as the longest window plausibly applies.

How should you set up a pre-order so disputes are rare?

Six controls do most of the work.

1. A dispatch window on the product page. Put it next to the price and the button, not only in the description.

2. The same window at checkout and in the confirmation email. Customers who see it three times cannot easily say they did not know.

3. Separate pre-order items from in-stock items in a mixed cart. Tell the customer whether you will ship together or separately. A mixed cart where the in-stock item waits for the pre-order item is a common source of anger.

4. Charge at the time you say you will. Some stores charge at order, some at dispatch. Say which. If you charge at order, a refund route should be clear.

5. Send updates on a schedule. A short email at the halfway point, and another a week before the window ends, even if the news is "still on track".

6. Offer a cancellation route. Let customers cancel before dispatch for a full refund to the original payment method. It costs you the cash flow, and saves you the dispute and the A$25 fee.

Illustration: an A$110 pre-order that slips

Assume a customer pays A$110 on 1 October for a pre-order expected to ship by 15 November. The supplier delays arrival to 20 January.

Scenario	What happens	Cost to you
You email on 1 November with new date and a cancel option	Customer chooses to wait or cancel	A$110 refund if they cancel, no fee
You say nothing, customer files on 20 November	Product not received claim	A$110 plus A$25 fee if lost, and a dispute on your rate
You say nothing, customer files after 20 January delivery	Claim of delay, or accepts goods	Depends on timing and evidence
You refund on 1 November after the supplier notice	Customer is paid back	A$110, no fee

The point of the table is the first row against the second. A single email, sent early, with an offer to cancel, is cheaper than a lost dispute. The figures are illustrative.

What should your pre-order refund wording say?

A short block on the product page and in the policy:

Pre-order. This item is available to pre-order. We expect to dispatch it in [window], depending on supplier arrival. You will be charged [when]. We will email you if the date changes. You can cancel before dispatch for a full refund to your original payment method by emailing [address]. Once your item arrives, it is covered by the same guarantees as any other item.

Four sentences cover the date, the condition, the payment and the exit. Our guide on store terms and conditions shows where to put this in your terms, and the post on writing a refund policy explains how it fits with your returns section.

What if the date is a launch date set by someone else?

Some pre-orders depend on a manufacturer's launch. Say so: "Expected release date set by the manufacturer, which may change". That does not excuse an unreasonable delay, but it explains why your date may move, and the customer was told. Keep a copy of the manufacturer notice if you have one.

What if the date passes and the stock has not arrived?

Contact the customer before the date, not after. Offer three choices: wait with a new date, cancel for a full refund, or swap for something in stock. Record the response. If a customer does not reply, send a second message and record that. The goal is to be able to show that you gave them the chance to leave.

When should you offer a pre-order refund without being asked?

A pre-order refund is cheapest when you offer it before the customer asks. Four triggers justify reaching out first:

The supplier confirms a new date that is more than a couple of weeks later than the one you published.
You learn the product will change, for example a different colour, component or specification.
You cannot confirm stock at all, and every update you send is "still waiting".
A customer has already written to ask, even casually, where their order is.

In each case the message is the same: here is what has changed, here is the new window, and here is how to get a pre-order refund if you would rather not wait. Customers who are offered the exit rarely use it, and the ones who do leave on good terms instead of through their bank.

How should you issue a pre-order refund?

Refund to the original payment method, through the payment itself, not by bank transfer or store credit, unless the customer specifically asks for credit. Then confirm in writing with the amount, the date and a note that the bank may take a few business days to show it. The same habit prevents the "refunded but still disputed" problem we cover in our guide to a faulty product refund when the customer disputes anyway.

What if the customer wants a pre-order refund after dispatch?

Once the item has shipped, the situation is no longer a pre-order cancellation. It is a return, and your normal policy applies. If your policy offers change of mind returns, honour it. If it does not, the customer still has the consumer guarantees for faults and misdescription. Say which rule applies in your reply, and keep the two situations separate in your terms.

How do you handle a pre-order refund request in practice?

Use the same short routine every time:

Check the status. Has it shipped? If not, a cancellation is simple.
Check the policy. Does it promise a cancellation route? If so, follow it.
Refund through the payment. Do not improvise another channel.
Confirm in writing. Amount, date, method.
Note the order. One line: "cancelled before dispatch, refunded on [date]".

Five steps, ten minutes, and a record that answers a dispute if one arrives. A pre-order refund that is handled this way almost never becomes a chargeback.

Illustration: pre-order refund timing across 100 orders

Imagine a store sells 100 pre-orders at A$90 each and a supplier delay hits all of them. The numbers below are assumed to show the shape of the decision, not to predict real behaviour.

Approach	Customers who cancel	Customers who dispute	Cost
Early email with an exit offer	12 cancel	1 disputes	12 x A$90 = A$1,080 refunded, 1 x A$25 fee
Late email after date passes	8 cancel	6 dispute	8 x A$90 = A$720 refunded, 6 x A$25 = A$150 in fees, plus lost disputes
No email	3 cancel	15 dispute	3 x A$90 = A$270 refunded, 15 x A$25 = A$375 in fees, plus lost disputes

The refund totals are lower when you say nothing, but the dispute fees, the lost disputes and the effect on your chargeback rate are not. Shopify says a high rate can lead to an account health notice, a reserve or NDRP enrolment. The first approach costs more in refunds and protects the account.

What should your pre-order update emails say?

Updates are the cheapest insurance you can buy. Send three kinds, and keep each to a few lines.

The confirmation. Sent at purchase. It repeats the dispatch window, the payment timing and the cancellation route.

Hi [name], thanks for your pre-order. We expect to dispatch it in [window], depending on supplier arrival. You've been charged A$[amount] today. We'll email you if the date changes, and you can cancel before dispatch for a full refund by replying to this email.

The check-in. Sent around the halfway point, even when nothing has changed.

Hi [name], a quick update on your pre-order: it's still on track for [window]. Nothing you need to do. If you'd like to cancel, just reply.

The change notice. Sent the moment you learn of a delay.

Hi [name], our supplier has told us your pre-order will now arrive in [new window], later than we expected, and we're sorry. You can wait, swap for an in-stock item, or cancel for a full refund to your original payment method. Reply with your choice by [date] and we'll take care of it.

Save each email and each reply. They form the timeline that answers a "not received" claim, and the dates show the customer was informed. If you use an app to automate them, check it sends the wording you expect, because Shopify's current notification settings may differ from what we describe and we could not verify them.

What if the customer ignores your updates?

Some will. Send the change notice twice, a few days apart, and record both. If the customer then disputes, you can show you gave them clear information and a chance to cancel. That does not guarantee a win, since we cannot verify how an issuer weighs it, but it is a far stronger position than silence.

How do backorders differ?

A backorder is a stocked line that has run out. The customer expects the item to be a normal product, delayed. The risk is that the delay is not stated clearly and the customer assumes a normal delivery time.

Control it the same way: show "backordered, expected [window]" next to the button, repeat it at checkout, and tell the customer if the date moves. If your inventory app allows backorder purchases silently, check what the customer actually sees. A product page that says "In stock" while your system allows backorders is a recipe for a "not received" dispute.

Can you split shipments?

Yes, if you tell the customer. If one item in a cart is on backorder, offer to ship the rest now and the backorder item later, and say who pays for the second shipment. Record the choice. If you do not, the default expectation is one parcel.

What do you owe after a pre-order refund window closes and the item arrives?

Once the goods arrive, the usual rules apply. If the item is faulty, unsafe, significantly different from its description or sample, or cannot be used for its purpose, the ACCC says the customer is entitled to a repair, replacement or refund, depending on whether the problem is major or minor. You cannot send the customer to the manufacturer. A change of mind is not covered by the guarantees, and any change of mind policy you offer must be honoured. See our posts on major vs minor failure, change of mind refunds and not as described disputes.

One pre-order specific trap deserves a mention. If the final product differs from what the pre-order page described, because a specification changed between launch and shipment, that is a misdescription risk. Tell customers about the change, and give them the chance to cancel.

What evidence do you need for a pre-order dispute?

Think of a timeline with documents attached.

The product page at the time of purchase, showing the dispatch window and any conditions. A dated screenshot or PDF.
The checkout and confirmation email, showing the same window.
The order record, with date and amount.
Update emails you sent, with dates.
The customer's replies and any cancellation request, with your response.
Supplier notice, if a delay was outside your control.
Fulfilment and tracking, if the order shipped.
A refund record, if you refunded or offered to.

Put a one page summary first: ordered on, expected by, updated on, shipped or refunded on. A reviewer should understand it in thirty seconds. Our evidence checklist lists the rest, and the guide to responding to a Shopify Payments dispute covers submission.

Should you fight or accept?

Weigh the facts. If you clearly stated the window, sent updates and the item shipped inside it, fight. If the date passed with no update and no shipment, accept or refund. If the customer asked to cancel and you did not respond, accept, because that is a failure on your side. Our post on accepting or fighting a dispute sets out the maths. We could not verify how an issuer weighs a pre-order window against a delay, so no evidence guarantees a win.

What's different for Australian merchants?

No special pre-order rule found. We could not verify one in the sources we read, so confirm your position for your product.

Delivery timeframes are a regulator priority. The ACCC named them for 2024/25 and brought proceedings against a retailer over advertised timeframes. Those proceedings are allegations.

Long card windows. NAB gives up to 120 days for Visa and Mastercard disputes and 210 days for eftpos. CHOICE reports a Visa window running from the expected delivery date with a 540 day outer limit.

Consumer escalation. Consumer Affairs Victoria says customers can go to AFCA if their bank rejects a chargeback request.

Fees in A$. The dispute fee is A$25. Shopify's international fees page says card and conversion fees are not returned on refunds, and we could not verify how that applies to domestic cards.

Full dates. Write dates in full, such as "expected to ship by 15 November 2026", so nobody has to interpret them.

A final habit worth building: review your open pre-orders every Monday. List each product, its promised window, the latest supplier information and the number of orders waiting. If any window is at risk, send the change notice that day. Ten minutes a week is far cheaper than answering a dozen disputes after the date has passed.

Common mistakes

Vague dates

"Coming soon" is not a date. Give a window and a condition.

Silent delays

The customer who hears nothing files. The customer who hears early often waits.

No exit

If a customer cannot cancel, their bank becomes the exit.

Mixed carts

An in-stock item held for a pre-order without telling the customer is a classic complaint.

Changing the product

If the specification changes, tell the customer and offer a cancellation.

Forgetting the long window

A pre-order dispute can arrive months after you consider it closed. Keep the records.

Refunding after a chargeback opens

An open chargeback cannot be refunded. Decide at the inquiry stage.

What we could not verify

Any pre-order specific rule in the ACCC pages we read. None appeared.
A legal requirement for delivery within a stated or reasonable time, which the sources we read do not set out.
How each card scheme measures time for a delayed pre-order, beyond CHOICE's report on the Visa window.
How a card issuer weighs a stated dispatch window against a customer's account.
The outcome of the ACCC's proceedings against Mosaic, which we know only as allegations and a stated intention to defend.
Whether the A$25 dispute fee is returned on a win, where Shopify's pages differ.
State or territory differences and anything beyond the sources listed.

Where a decision depends on one of these, ask a lawyer or the ACCC and keep the reply on file.

Frequently asked questions

Can a customer get a refund on a pre-order in Australia?

If you advertise a cancellation or refund route, you must honour it. We could not verify a legal right to cancel a pre-order before dispatch, so state your position clearly. Once the item arrives, the consumer guarantees apply, and a faulty or misdescribed item carries a remedy.

How long can I make a customer wait for a pre-order?

We could not find a specific rule in the ACCC pages we read. The ACCC has named delivery timeframes as a priority and alleged in court that a retailer missed advertised timeframes, so state a realistic window and update it. Ask a lawyer about your product.

When should I refund a delayed pre-order?

Refund when the delay is long, you cannot supply, or the customer asks to cancel before dispatch and your policy allows it. A full refund ends an inquiry, a partial refund does not, and an open chargeback cannot be refunded, so decide before the dispute becomes a chargeback.

What dispute reason will a pre-order customer use?

Usually a not received claim, or credit not processed if they asked to cancel. Shopify suggests fulfilment details and tracking for the first, and refund and return policies, proof the customer was informed, and emails for the second. Your stated window and update emails are central evidence.

How long after a pre-order can the customer dispute?

Possibly a long time. CHOICE reports the Visa window can run from the expected delivery date, with a 540 day outer limit. NAB gives cardholders up to 120 days for Visa and Mastercard and 210 days for eftpos. Keep records for at least that long.

Is a backorder the same as a pre-order?

Not quite. A backorder is a normally stocked item that has run out, while a pre-order is sold before it is released or received. Both need a clear expected window, regular updates and a cancellation route. The disputes look similar, and so does the evidence.

What evidence should I submit in a pre-order dispute?

Submit the product page showing the dispatch window, the checkout and confirmation email, the order record, your update emails, any supplier notice, fulfilment and tracking, and any refund record. Files must be PDF, JPEG or PNG, 2 MB each and 4 MB in total, one per type, with no links.

Can I ship the in-stock part of a mixed order now?

Yes, if you tell the customer and agree who pays for the second shipment. If you do not, the customer will assume one parcel. Record the choice in the order, because a dispute about a split shipment is much easier to answer with a note.

What if my supplier delays and I cannot change the date?

Tell the customer as soon as you know, give a new date, and offer to cancel for a full refund to the original payment method. Keep the supplier notice. A supplier delay explains the situation, but it does not remove your responsibility to communicate with the customer.

Start free trial with ChargeFix

ChargeFix helps Australian Shopify merchants turn their order, message and policy records into a ready response. You review and file it, or let Auto mode handle them. If you want your pre-order and backorder records, dates and updates assembled for any dispute, you can try it on a free trial first.

Start free trial