Product not received dispute on Shopify: what to send before the deadline

A customer says the parcel never arrived. Your tracking says it did. Neither fact settles anything, because a bank reviewer who has never heard of your store will decide this dispute from whatever you attach before the deadline.

To respond to a product not received dispute on Shopify, send proof the order reached the address on it: carrier name, tracking number, a delivery scan with date, the matching shipping address, and any signature or photo. Add the customer's emails, then submit before the date shown in your admin, because you cannot add evidence afterwards.

This guide is for you if:

• A customer has told their bank an order never arrived, and your Shopify admin shows a deadline you need to meet.
• Your tracking says "delivered" but you are not sure that is enough to win.
• You ship around Australia and want a repeatable plan for every dispute of this kind.

Last updated: 14 October 2026. Written by the ChargeFix team. Reviewed against sources on 14 October 2026.

The 30-second answer (TL;DR)

• Shopify gives you typically 7 to 21 days. The exact date is on the dispute, and if no time is shown it ends at 11:59 PM on that date.
• In a product not received dispute, a "delivered" scan is a start. Reviewers want the delivery address, the date and, where you have it, a signature or photo tied to the order.
• You get one submission. Shopify sends what is saved on the due date, so finish early.
• On an Australian Shopify Payments account the fee is A$25. It comes back only if you win, and winning does not remove the dispute from your chargeback rate.
• If the parcel really was lost, accept the dispute and claim from the carrier. Do not build a response on facts you cannot prove.
• Save carrier proof on the day of delivery. Do not rely on a tracking link still working weeks later.
• On an A$60 order, fighting pays off if you win roughly 1 time in 3 (worked example below).

Quick note The misunderstanding: "delivered" on a tracking page proves the customer got the parcel. The correct version: it proves a carrier scan happened, so you also need the delivery address, the date and any signature or photo that ties the parcel to this order.

From dispute to decision

Stage	What happens	What you do
Dispute filed	The bank takes the disputed amount and a fee (A$25 in Australia)	Read the reason and the due date the same day
Notification	Shopify emails you and shows the dispute in your admin	Note the deadline and time zone
Your response	One submission through the admin before the deadline	Build and submit the evidence packet early
Bank review	The issuer decides, which can take up to 75 days after submission	Keep the order and carrier records safe
Outcome	Won, or lost. If won, the amount and fee come back	Record the result and what you learned
Afterwards	The dispute still counts toward your chargeback rate	Fix the cause so the next one never starts

What is a product not received dispute on Shopify?

A product not received dispute is a chargeback or inquiry where the cardholder tells their bank they never received what they paid for. Shopify files it under its "product not received" reason. The bank holds or reverses the money while it decides, and you answer through your Shopify admin with evidence.

There are two forms. An inquiry is the bank asking for information before any money moves, and it costs nothing. A chargeback is the bank taking the amount back straight away, plus a fee. Both use the same evidence process, so build your response to a product not received inquiry the same way as for a chargeback. One third-party guide warns that an inquiry left unanswered can escalate into a chargeback, which is reason enough to answer inquiries on time.

Shopify sorts disputes into a short list of reasons. Third-party guides count eight: fraudulent, unrecognised, product not received, product unacceptable, subscription cancelled, duplicate, credit not processed and general. Shopify can change that list, so trust the reason shown on your own dispute. This guide covers only the product not received reason.

Shopify's help centre describes two common scenarios for it: the tracking confirms delivery but the customer says nothing arrived, and a digital product was not accessible. In practice you also see parcels delivered to the wrong address, orders where only part arrived, and parcels that turned up far later than promised.

What does the customer claim in each version?

The claim looks similar from the outside, but the evidence that answers it changes with the version. Match your packet to the version in front of you.

Version of the claim	What a reviewer needs to see	Your strongest evidence
Tracking says delivered, customer says no	The parcel reached the address on the order	Delivery scan with date and time, delivery address, signature or photo
Parcel went to a different address	The delivery address matches the order	Order shipping address beside the carrier's delivery address
Only part of the order arrived	Every parcel was sent and delivered	Packing list and separate tracking for each parcel
Digital product or service not accessible	The customer received access	Access or download logs with timestamps, the delivery email
Parcel arrived very late	It arrived, and what you had promised	Delivery date set against your stated dispatch and delivery times
Parcel lost in transit	Nothing, because you have no proof of delivery	Usually accept, then claim from the carrier

Who decides a product not received dispute, and what do they look for?

The cardholder's bank and the card network decide, not Shopify. Shopify says plainly that it does not decide chargeback outcomes. You are writing for a reviewer with a stack of cases and no knowledge of your store, so your product not received packet must answer one question quickly: did this order reach this customer?

Shopify also says strong evidence improves your chances but does not guarantee a win, and its documentation states that the bank's decision is final. That is why the first submission matters. Nobody can promise you an outcome, so be wary of anyone who does.

A reviewer tends to look for four things, in roughly this order:

• Was the order shipped to the address the customer gave at checkout?
• Does a carrier record show delivery to that address, with a date?
• Is there anything tying the cardholder to the parcel, such as a signature, a photo, a reply to your emails or earlier orders to the same address?
• Does your response read as plain, dated facts rather than argument?

Notice what is not on that list: how unreasonable the customer is. Reviewers do not reward anger. They reward a packet that makes the decision easy.

How long do you have to respond to a product not received dispute?

Shopify says the deadline is typically 7 to 21 days after the dispute is filed. The exact date sits on the dispute in your admin. If no specific time is displayed, the deadline is 11:59 PM on that date. Submit at least a day or two early, because a late response is no response.

Shopify also submits whatever you have saved when the deadline arrives, so doing nothing does not mean nothing is sent. A third-party guide notes that Shopify forwards everything as a single response on the due date, which means a second upload cannot be added. Finish the packet for the product not received dispute, check it, and submit it deliberately.

If you accept a chargeback by mistake and the deadline has not passed, Shopify's help says to contact Support straight away and ask for it to be un-accepted so you can add evidence. If the deadline has passed, the status may show as lost or under review and it cannot be changed. If a dispute escalates, Shopify describes a pre-arbitration stage where the cardholder disputes again after losing. Respond to that the same way, with your strongest evidence, before its own deadline.

A day-by-day plan for a 14-day deadline

Here is a worked plan. Suppose a product not received dispute arrives on Wednesday 14 October 2026 and the admin shows a due date of Wednesday 28 October 2026. Your own cutoff is two days earlier.

Day	Date	Task
Day 0	Wednesday 14 October	Open the dispute. Note reason, amount, due date, time zone. Do not refund yet.
Day 1	Thursday 15 October	Pull the order, fulfilment record and tracking. Screenshot the tracking page.
Day 2	Friday 16 October	Ask the carrier for delivery proof. Gather customer emails and earlier orders.
Day 5	Monday 19 October	Check the address match. List gaps. Draft the response.
Day 8	Thursday 22 October	Final read. Number the exhibits. Fix anything unclear.
Day 12	Monday 26 October	Submit. This is your internal cutoff.
Day 14	Wednesday 28 October	Shopify's deadline. This is your buffer, not your plan.

If your deadline is only 7 days, compress it. A product not received dispute arrives Wednesday 14 October with a due date of Wednesday 21 October: gather everything on Thursday 15 and Friday 16 October, draft on Monday 19 October, and submit by Tuesday 20 October at the latest. State public holidays can eat into that, and I could not verify how Shopify treats them, so submit earlier when a holiday falls inside your window.

What evidence wins a product not received dispute?

The evidence that wins a product not received dispute connects the parcel to the address on the order and the person who placed it. Start with carrier name, tracking number and delivery status, which is what Shopify lists for physical goods. Then add the delivery address, the delivery date and time, and any signature or photo. Everything else supports that core.

Here is how the pieces of evidence rank for the most common product not received claim, where tracking says delivered and the customer says no.

Evidence	What it proves	Strength
Delivery scan with date and time	The carrier recorded a delivery	Starting point, thin alone
Delivery address matching the order	It went where the customer asked	Strong
Signature on delivery	A person accepted the parcel	Strong, where you paid for it
Delivery photo	The parcel was left at a place that can be identified	Moderate to strong
Customer emails or chat acknowledging the order	The customer knew about it and engaged	Moderate to strong
Earlier undisputed orders to the same address	A pattern of receiving parcels there	Moderate
Order confirmation and shipping emails sent	The customer was told what to expect	Supporting
Payment record, AVS and CVV results	The cardholder placed the order	Supporting only

For digital goods and services the logic is the same. Shopify points to usage timestamps showing when and how the customer accessed what they bought. Add the delivery email, the download or login record, and the IP address and device data you hold, where you have lawful access to it.

For split shipments, send the packing list and the tracking for every parcel, not just the first. A reviewer reading "delivered" on parcel one cannot tell whether parcel two ever left.

What should you leave out?

Leave out anything that answers a question the reviewer did not ask. A fraud risk score from checkout is a signal for you before fulfilment, not proof that a parcel arrived. A long story about how the customer behaved reads as defensive. A generic proof of sale shows an order existed, which nobody disputes. Keep the packet short enough that the delivery evidence is the first thing seen.

Also set your screenshots up for a stranger. A cropped tracking page with no carrier name, no tracking number and no timestamp proves very little. Show the whole page, label it, and prefer a screenshot to a link, because a reviewer may not be able to open your link and a tracking page can change.

How do you respond to a product not received dispute, step by step?

Use the same six steps every time. The point is that nothing depends on memory when you are busy. Each step produces something you can attach, so the packet builds itself as you go.

1. Read the dispute and note the deadline

Open the dispute in your Shopify admin and write down the reason, the amount, the deadline and the time zone. Check the reason really is product not received, because evidence for the wrong reason is wasted. Menu wording changes, so follow what your admin shows rather than a saved set of clicks.

Put the deadline in your calendar with your own cutoff two days earlier. Decide now whether the product not received dispute is worth fighting (see the worked examples below), so you do not spend an hour on a case you would not choose to fight.

2. Pull the order and shipping proof

Pull the order record, the fulfilment details and the carrier tracking for every parcel. Save the tracking page as a screenshot or PDF showing the carrier, the number, every scan and the delivery line. Save the dispatch confirmation and the shipping label that shows the address.

If the carrier offers a delivery proof page, a signature copy or a photo, request it now. Carriers can be slow, which is why this step comes on day 1 and not day 10.

3. Match the addresses

Put the order's shipping address next to the carrier's delivery address and mark any difference. Same street, same suburb, same postcode is a strong line in your response. A difference, even a small one such as a unit number, needs an explanation before a reviewer spots it.

Take your last ten product not received disputes and ask one question of each: does the carrier record name an address that matches the shipping address on the order? The answer tells you how often this step decides the case.

4. Collect the supporting records

Collect customer messages, earlier orders to the same address, and any digital access logs. Include replies to your shipping emails, any message where the customer asked about delivery, and any message that acknowledges the parcel. Include earlier orders to the same address that were never disputed.

Do not paste whole inboxes. Pick the messages that matter, crop to the relevant lines, and keep the date and sender visible.

5. Write the response

Write a short response that states dated facts and points to numbered exhibits. Do not accuse the customer of anything. Say what was ordered, when it shipped, how it travelled, when and where it was delivered, and what you attach. The template in the next section does this.

6. Review and submit early

Read the packet once as a stranger, fix gaps, and submit before your own cutoff. A stranger would ask: whose order is this, where did it go, how do I know it arrived, and where is the proof? If any answer takes more than a few seconds to find, move that exhibit up.

Then use this checklist before you press submit.

PRODUCT NOT RECEIVED: PRE-SUBMIT CHECKLIST
[ ] Reason on the dispute confirmed as product not received
[ ] Deadline, time zone and my internal cutoff written down
[ ] Order confirmation and payment record attached
[ ] Shipping label and dispatch confirmation attached
[ ] Tracking screenshot shows carrier, number, all scans, delivery line
[ ] Delivery address compared with order shipping address, result stated
[ ] Signature, delivery photo or carrier proof requested or attached
[ ] Packing list and tracking for every parcel (split shipments)
[ ] Customer messages that acknowledge the order or delivery attached
[ ] Earlier undisputed orders to the same address listed
[ ] Exhibits numbered and referred to in the response
[ ] No accusations, no guesses, no facts I cannot prove
[ ] Read once as a stranger, and fixed
[ ] Submitted before my cutoff

What should the written response say?

It should say what happened, in order, with dates, and point to exhibits. Keep it to one page. State facts you can prove and leave out opinions about the customer. Reviewers skim, so each paragraph should do one job and the delivery evidence should come early.

Here is a template. Replace the brackets and delete any line you cannot support.

Response to dispute: product not received
Order: [order number] placed [date] for [A$ amount]
Cardholder: [name on the order]

1. What was ordered and where it was sent
The customer ordered [item and quantity] and gave the shipping address
[full address]. See Exhibit 1: order confirmation and Exhibit 2:
shipping address recorded at checkout.

2. When it shipped
The order was dispatched on [date] by [carrier], tracking number
[number]. See Exhibit 3: dispatch confirmation and Exhibit 4: label.

3. When and where it was delivered
The carrier recorded delivery on [date] at [time] to [delivery address].
This matches the shipping address on the order. See Exhibit 5: tracking
record. [If held: Exhibit 6: signature or delivery photo.]

4. Contact with the customer
On [date] we emailed [what]. On [date] the customer replied [what].
See Exhibit 7. [If held: the customer placed [number] earlier orders to
this address, delivered on [dates]. See Exhibit 8.]

5. Summary
The order was shipped to the address the customer provided, and the
carrier recorded delivery to that address on [date]. We ask that the
dispute be decided in the merchant's favour on this evidence.

Exhibits: 1 to [last number], attached.

Three wording rules keep it clean. Write "the carrier recorded delivery" rather than "the customer received it", because the first is a fact and the second is an inference. Write "this matches the shipping address on the order" only after you have compared the two. And never write that the customer is lying. A reviewer decides on documents, and an accusation without proof costs you credibility.

What if tracking says delivered but the customer insists nothing arrived?

Fight it if the delivery address matches the order and you have at least one more link to the customer, such as a signature, photo, reply or earlier order. Think twice if the carrier record shows a different address or no detail. A bare "delivered" scan is where a product not received dispute is lost.

This table shows how the usual situations come out.

What you hold	Lean toward	Why
Matching address and a signature or photo	Fight	You can tie the parcel to the address and the person
Matching address, no signature, customer replied to your emails	Fight	Engagement supports delivery
Matching address, no other link	Fight if the order is worth your time	Thin but honest, and cost is low
Carrier address differs from the order	Investigate first	You need an explanation before you submit
Carrier shows no scan detail	Ask the carrier, then decide	Without detail you cannot show where it went
Carrier shows delivered to a neighbour or a safe place	Consider accepting	The cardholder may be telling the truth

When the record on a product not received claim is unclear, ask the carrier for a delivery investigation or the delivery proof for that parcel before you decide. Here is a message you can adapt.

Subject: Request for proof of delivery, tracking [number]

Hello,

I am the sender of the parcel with tracking number [number], lodged on
[date] and addressed to [recipient name and full address].

Your tracking shows the parcel as delivered on [date]. The recipient says
it was not received, and I need to answer a payment dispute by [date].

Please send me, for this tracking number:
1. The delivery address recorded at delivery
2. The date and time of delivery
3. Any signature, name or delivery photo captured
4. Confirmation of whether this was delivered to the addressee or left
   in a safe place

Please also tell me if this has been recorded as a delivery issue.

Thank you,
[name, store, phone, email]

Be realistic about what a carrier can send. A Commonwealth Ombudsman report from 2022 examined how Australia Post handled compensation for Signature on Delivery items during COVID-19, in cases where there was no reasonable proof of delivery. The lesson for your packet is simple: a scan alone can be weaker than it looks, and a signature or photo is worth requesting at the time of sending.

What if the parcel really was lost or never shipped?

Then accept the product not received dispute and fix the cause. If the parcel was lost, a product not received response that implies delivery will not hold up, and you will have spent your time and still lost the money and the A$25 fee. Accept, claim from the carrier or your insurer if you have cover, and keep the record.

Situation	Better move
Parcel lost in transit, carrier confirms	Accept the dispute and make a carrier claim if you are covered
Order never shipped because of your error	Accept the dispute and tell the customer plainly what happened
Parcel returned to sender and still with you	Accept or offer a reship, and keep the return record
Customer has now received it	Ask them to ask their bank to withdraw the dispute, and get it in writing
Customer wants the parcel and not a refund	Reship, then ask for the dispute to be withdrawn

One caution on refunds. I could not verify how Shopify treats a refund on an order that already has an open dispute, and refunding while the bank also reverses the payment could mean paying twice. Ask Shopify Support before you refund anything on a disputed order.

Is it worth fighting a small product not received dispute?

It is worth fighting when your chance of winning, multiplied by what a win saves, is more than the time and effort you spend. The fee, the goods and the postage are already gone, so a win recovers real money. These two illustrations show the sums for a product not received dispute. They are not forecasts, and they leave out payment processing fees and GST.

Illustration 1: an A$150 order

A customer pays A$150 by card. The goods cost you A$62 and you paid A$13 to post them. The chargeback fee in Australia is A$25.

Outcome	Money in	Money out	Result
You win	A$150 kept, fee returned	A$62 goods, A$13 postage	+A$75
You lose	A$0	A$62 goods, A$13 postage, A$25 fee	-A$100

The swing between winning and losing is A$175 (A$75 profit compared with an A$100 loss). On an order like this, an hour spent on a product not received response is easy to justify.

Illustration 2: an A$60 order and the break-even point

A customer pays A$60. The goods cost A$20, postage was A$10, and the fee is A$25. Building the packet takes you 45 minutes, and you value your time at A$40 an hour, so it costs A$30.

Choice	Result
Accept the dispute	-A$55 (A$20 goods, A$10 postage, A$25 fee)
Fight and win	A$0 (A$60 kept, less A$30 goods and postage, less A$30 of your time)
Fight and lose	-A$85 (A$55 loss plus A$30 of your time)

For fighting to beat accepting, your win chance must satisfy: win chance multiplied by A$0, plus the chance of losing multiplied by -A$85, must be better than -A$55. That works out at a win chance above about 35% (A$30 divided by A$85). So here, fight when you think you win roughly 1 time in 3 or better.

I have no verified win rate to give you, and I will not invent one. Use your own record instead. Count your last 20 product not received disputes, count the wins, and use that number in the sum. One more input the sum leaves out: every product not received dispute counts toward your chargeback rate whether you win or not, so a repeat problem deserves attention even when each case is small.

Which Australian carrier records help most?

In a product not received dispute, the records that help most name the delivery address, the date and a person or a photo. What each Australian carrier can provide varies by service, and I could not verify the details for most of them, so ask each carrier what it can supply for the service you used.

Carrier or method	Proof you might get	Status
Australia Post	Tracking history; Signature on Delivery where purchased	Retention of tracking not confirmed
Sendle	Tracking history and delivery details	Not verified
StarTrack	Tracking and proof of delivery on request	Not verified
Aramex	Tracking and proof of delivery on request	Not verified
Local pick-up	Your own signed collection record	Your records, so keep them
Digital delivery	Access and download logs	Your system's records

On Australia Post tracking, a seller on a community forum reported that tracking details stopped working after about 35 days. I could not confirm that with Australia Post, so treat it as unverified. The same thread suggested asking Australia Post for a copy of the signature and confirmation of the delivery address, and keeping the lodgement receipt for over-the-counter items. Those are sensible habits whatever the retention period turns out to be.

The practical rule is to save carrier proof on the day of delivery, not on the day of the dispute. Do it for every order if you can, and at the very least for orders above a value you choose. A saved PDF costs seconds and removes a risk you cannot control.

How do you prevent product not received disputes?

You prevent most product not received disputes by making it easy for the customer to see where the parcel is and easy to reach you before they reach their bank. Shopify's own prevention guidance covers the same ground: easy-to-find contact details, clear policies, a recognisable billing name, payment receipts and a clear returns policy.

Prevention of a product not received dispute works best by order stage.

Moment	What to do	Why it helps
Before checkout	State dispatch and delivery times honestly on product and checkout pages	Customers who expect a week do not complain on day three
At checkout	Show your contact details and shipping policy clearly	Gives them somewhere to go that is not their bank
Order placed	Send a confirmation straight away	A reminder of what they bought and where it goes
Dispatch	Send tracking and a plain note on what happens if nobody is home	Sets expectations for delivery
In transit	Send a message if a parcel is late before the customer asks	Most customers who hear first do not dispute
After delivery	Save the proof and send a short check-in	Builds your evidence and your goodwill

Three habits do most of the work. First, set the billing descriptor in Shopify Payments to your store name or domain so the charge is recognisable. Second, treat any "where is my order" email as urgent, since a fast reply is cheaper than a chargeback. Third, use signature or photo options on higher-value orders, where the extra carrier cost is small next to an A$175 swing.

Be honest about the trade-off. Extra friction, such as signature on every parcel, can cost you conversions and cause failed deliveries. Price each measure against the disputes it prevents rather than assuming it is free.

What's different for Australian merchants?

This section is general information, not legal advice. Several parts of a product not received dispute are specific to Australia: the A$25 fee, the Australian Consumer Law, the time customers have to go to their bank, and the complaint route open to them. Check anything that affects a decision against the sources listed below.

Topic	What we verified	What we could not verify
Shopify Payments fee	A$25 per chargeback, refunded if you win, deducted from your next payout	Fees on other gateways
Time customers have	Consumer Affairs Victoria says about 45 to 120 days depending on the card provider; a Wise AU article says up to 120 days depending on scheme and reason	Exact limit for your customer's card
Consumer guarantees	Products ordered online from an Australian seller must meet consumer guarantees (WA Consumer Protection)	How they apply to a parcel that never arrives; check the ACCC
No-refund signs	A business cannot take away consumer rights with a no-refund sign	Whether your own policy wording is compliant
Change of mind	Generally not owed a refund	Specific cases
Which payments can be charged back	Chargebacks are generally not available for cash, money transfers, cheques, direct debits or BPAY (Consumer Affairs Victoria)	Edge cases
Escalation	A cardholder whose claim is wrongly rejected can go to AFCA	AFCA's timeframes
Afterpay and PayPal	They run separate dispute systems	Their timeframes
Couriers	See the carrier table above	Proof options and claim limits
Public holidays	None	Whether they extend a due date
GST and BAS	None	Treatment of refunds and write-offs; check the ATO

Two practical consequences follow. First, a customer can still raise a product not received dispute long after delivery, so keep your delivery proof for at least 120 days. Second, your refund and returns wording needs to respect the Australian Consumer Law. A blanket "no refunds" sign can mislead, and a policy that overreaches gives the cardholder's bank a reason to side with the customer. Plain wording that says what you do, and that your policy does not limit rights under the Australian Consumer Law, is the safer line.

Common mistakes

• Treating a "delivered" scan as the whole product not received case, when the address match and a second link to the customer do the real work.
• Submitting a cropped tracking screenshot with no carrier, number or timestamp.
• Waiting until the deadline day, then finding the carrier has not replied.
• Refunding the customer without checking how it interacts with the open dispute.
• Writing about the customer's character instead of the order's facts.
• Leaving the address comparison to the reviewer instead of stating the result.
• Sending generic proof of sale, which answers a question nobody asked.
• Not saving carrier proof on the day of delivery, then finding the link has stopped working.

Frequently asked questions

How long do I have to respond to a product not received dispute on Shopify?

Shopify says the deadline is typically 7 to 21 days after the dispute is filed, and the exact date appears on the dispute in your admin. If no time is shown, the deadline is 11:59 PM on that date. Treat the date in your own admin as the only one that counts, and submit a day or two early.

Does a delivered tracking status win the dispute on its own?

Not reliably. A delivered scan shows the carrier recorded a delivery, but a reviewer also wants to see the address it went to, the date, and anything linking the parcel to the cardholder, such as a signature, a photo or earlier orders to the same address. Pair the scan with the order's shipping address and your customer messages.

Can I add more evidence after I submit?

Shopify's guidance, as quoted by third-party guides, is that you cannot change or add to a response once it has been submitted, so treat your first submission as final. Hold the response until you have everything, but not past the deadline. If a late document turns up, ask Shopify Support whether anything can still be done.

What does it cost if I lose a product not received dispute?

On a Shopify Payments account in Australia the chargeback fee is A$25. If the cardholder wins, you lose the disputed amount and the fee, and both come back if you win. The goods and postage are already spent either way, so the real loss is larger than the fee alone.

Should I refund the customer once a dispute is open?

Check before you do. I could not verify how Shopify treats a refund on an order with an open dispute, and refunding while the bank also reverses the payment could leave you paying twice. Ask Shopify Support first, and if the customer offers to withdraw the dispute, get that in writing so you can attach it.

What if the parcel was genuinely lost?

Then fighting rarely makes sense. Accept the dispute, claim from the carrier or insurer if you have cover, and look at what failed: address checks, packaging or a missing signature option. A response that implies delivery without proof will not hold up, and you still spend the time preparing it.

Does Australia Post tracking stay available long enough?

I could not confirm Australia Post's retention period. A seller on a community forum reported that tracking details stopped working after about 35 days, though that is unverified. Save a screenshot or PDF of the tracking page on the day of delivery and keep any receipt, so you are not relying on a link later.

Does winning a dispute stop it counting against my chargeback rate?

No. Shopify Payments counts the dispute toward your rate even if you win, so winning returns the money and the fee but does not remove the dispute from the count. That is why preventing disputes matters as much as winning them, and why a high rate can affect your store's Shopify Payments status.

Can the customer still go to their bank after I deliver?

Yes, within the time limits their card provider sets. Consumer Affairs Victoria says chargeback windows run from about 45 to 120 days depending on the provider, and a Wise AU article says up to 120 days depending on scheme and reason. Late disputes happen, so keep your delivery proof for at least 120 days.

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Sources

• Shopify Help Center, "Responding to chargebacks and inquiries"
• Shopify Help Center, "Chargebacks and inquiries" (fee table and process)
• Shopify Help Center, "Managing chargebacks in the Shopify admin"
• Shopify Help Center, "Resolving a chargeback or inquiry"
• Shopify Help Center, "Preventing chargebacks and inquiries"
• Consumer Protection WA, "Returns: refunds, repairs and replacements"
• Commonwealth Ombudsman, "Australia Post's approach to compensation for items sent using the Signature on Delivery service during COVID-19" (2022)
• Consumer Affairs Victoria on chargeback time limits and eligible payment types, and Wise AU on chargeback windows (verified earlier in this project; add links at publish)
• Third-party guides used for background only: Redo, Chargeflow and Charle articles on Shopify chargebacks