A Calgary pet supply store gets a dispute from a buyer in Laval on a C$210 order. The reason is product not received, but the buyer's message to the store, sent a week earlier, said something else: she could not read the return terms because the whole checkout was in English, and she wanted to cancel. The store never replied. Now the bank has the cardholder's story, the store has an English-only site and a two page policy, and the response window is 7 days. Quebec chargebacks in Canada raise questions that stores in other provinces rarely face: what language must your site, your terms and your replies be in, what cancellation rights does a Quebec consumer hold and what do you need to show a reviewer when the buyer says the terms were not clear? This guide pulls together what we found in public sources, labels what we did not find and turns it into a checklist for Shopify stores.
Quick answer: Websites that market products or services to Quebec consumers must offer a complete French version, covering content, legal terms, policies and FAQs, according to a law firm summary, whether or not the business has a Quebec establishment. Quebec's consumer protection office lists cancellation rights for distance purchases when information is missing or goods arrive late, and a path to a card chargeback request when a merchant refuses to refund. For Quebec chargebacks, keep a French checkout record, French confirmation emails and dated copies of your French policies, and reply in French to buyers who write in French. This is not legal advice.
This guide is for you if:
- You sell on Shopify in Canada and ship to Quebec, even if you have no Quebec office.
- A Quebec buyer has disputed an order and said the terms or the site were not in French.
- You want a checklist for French content, a reply template and a view of the consumer rights that Quebec buyers cite.
Last updated: 23 October 2026
Disclosure: ChargeFix publishes this guide and sells an app that helps with Shopify Payments disputes. The French language points come from law firm publications by Smart & Biggar and McCarthy Tetrault, the consumer rights come from the Quebec consumer protection office, and the Shopify rules come from Shopify's Help Center, all listed at the end. This guide is general information and not legal advice, so ask a Quebec lawyer about your own site. Where a source does not say, this guide says so rather than guess.
TL;DR
- A complete French version of your site is expected, from product content to FAQs, per a law firm summary.
- If a buyer writes to you in French, the same summary says you must answer in French.
- Quebec's consumer protection office lists cancellation rights for distance purchases, a 15 day refund period and a card chargeback path that opens after a refusal.
- Quebec chargebacks are still decided by the card company like any other Shopify Payments dispute, so keep evidence in the usual layers.
- Fines for French language breaches run per violation and per day, according to the summary, so fix the site before you fight a dispute.
Do this today
- Check whether your store has a complete French version, including policies and emails.
- Save dated screenshots of the French checkout, order confirmation and return policy.
- Set a rule that messages written in French get a reply in French.
- List the information Quebec's consumer protection office says you must show before purchase and check it against your product pages.
- Ask a Quebec lawyer to review your site if you have any doubt.
Quebec chargebacks in Canada: the process in one table
| Step | What you do | Why |
|---|---|---|
| 1. Read the dispute | Reason, amount, order, due date | The window is usually 7 to 21 days, with no extensions |
| 2. Check the buyer's language | French or English messages, checkout language | The buyer may say the terms were unreadable |
| 3. Pull the French records | Checkout, confirmation email, policies | Shows what the buyer saw |
| 4. Pull delivery proof | Tracking, signature, delivery confirmation | Direct proof comes first |
| 5. Check consumer rights | Information shown, delivery dates, cancellation | Missing information opens cancellation rights |
| 6. Decide | Fight, refund or concede | No refund is possible once a chargeback begins |
| 7. Build and file | Strongest proof first, labelled files | The fee is not returned if you miss the date |
Why do Quebec chargebacks need their own guide?
Because three things come together in Quebec chargebacks. A Quebec buyer may be entitled to a French version of your site and your documents. Quebec's consumer protection law gives cancellation rights in specific situations. And the buyer may cite both when the bank asks what went wrong. None of this changes the card company's evidence list, but it changes what you should have ready.
| Topic | What may differ for a Quebec buyer | Why it matters in a dispute |
|---|---|---|
| Language of site and documents | A complete French version is expected | "I could not read the terms" is an argument |
| Language of replies | French if the buyer writes in French | An English reply to a French message looks careless |
| Cancellation rights | Listed situations such as missing information | Buyer may claim a right to cancel |
| Refund period | 15 days after a valid cancellation notice | A late refund becomes a dispute |
| Chargeback path | A request filed within 60 days | The buyer may cite it to the bank |
This guide covers what our sources say about each. It does not cover Quebec consumer law in full, and we did not research other Quebec rules such as privacy law, so we state none.
What do the French language rules say about websites behind Quebec chargebacks?
A Smart & Biggar article on Quebec's French language requirements says websites of companies that market or offer products or services to Quebec consumers must comply, whether or not the company has a Quebec establishment. A French version must be available, and it must be complete. The article lists substantive content, terms and conditions, privacy policy, purchase agreements, shipping and return policies and FAQs. If the site is also offered in another language, the French version must be of at least the same quality.
A McCarthy Tetrault article adds that Bill 96 did not substantially change the existing duty to offer websites in French, so a non-compliant site may already have been out of step for some time. It expects more consumer complaints to the Office québécois de la langue française, the OQLF, after the 1 June 2025 changes drew attention.
| Question | What the sources say |
|---|---|
| Who must comply? | Companies marketing to Quebec consumers, with or without a Quebec establishment |
| What must be in French? | A complete French version, from content to FAQs |
| If the site is also in English? | The French version must be at least the same quality |
| Did Bill 96 create the website duty? | No, the duty predates it, per the McCarthy article |
| Who handles complaints? | The OQLF |
This is a summary of two law firm articles, not the Charter itself. If you are unsure whether your store is in scope, ask a lawyer.
How do contracts, invoices and replies affect Quebec chargebacks?
The Smart & Biggar article says contracts and invoices are listed among commercial publications, so the general rule applies: they must be in French. A commercial publication may include another language if the French text is at least equivalent in presentation and is not more favourably accessible in the other language. Order forms are also commercial publications. The article says it does not specifically address contracts of adhesion or receipts, so we state nothing beyond what it says.
On communication, the article says that when a consumer writes in French the business has to answer in French, and if the consumer writes in another language, the business may reply in that language. For social media, commercial posts aimed at Quebec consumers in another language must also have French versions of equivalent quality.
| Document or message | What the article says |
|---|---|
| Contracts and invoices | Commercial publications, general French rule applies |
| Order forms | Commercial publications |
| Receipts and contracts of adhesion | Not specifically addressed |
| Reply to a consumer who writes in French | Must be in French |
| Reply to a consumer who writes in another language | May be in that language |
| Commercial social media posts | French versions of equivalent quality if another language is used |
For a Shopify store, the practical test is to read your order confirmation, shipping email and return policy as a Quebec buyer would and ask whether they are complete and readable in French.
What are the penalties and why do they matter for Quebec chargebacks?
The same article lists Court of Quebec fines per violation of C$700 to C$7,000 for individuals and C$3,000 to C$30,000 for legal persons, doubling for a second offence and tripling for later ones. Directors and officers face double the individual range. Each day a violation continues counts as a separate offence, the OQLF can issue orders, seek injunctions and refer matters for prosecution, and penal proceedings are public. The article also says Law 14 created a right to live in French under the Charter of Human Rights and Freedoms, which creates a private right of action that could lead to class actions with statutory damages.
| Penalty point | What the article says |
|---|---|
| Fines, individuals | C$700 to C$7,000 per violation |
| Fines, legal persons | C$3,000 to C$30,000 per violation |
| Repeat offences | Fines double, then triple |
| Directors and officers | Double the individual range |
| Duration | Each day is a separate offence |
| Enforcement | OQLF orders, injunctions, referral to prosecution; proceedings are public |
None of this changes what a card reviewer sees in Quebec chargebacks. It does mean that an English-only site is a bigger risk than any single dispute, so fix the site first and use the dispute process for what it can do.
What changed on 1 June 2025, and what did not?
The Smart & Biggar article says that sections 51.1 and 58.1, covering products, public signage and advertising, came into force on 1 June 2025. The McCarthy article adds that the product rule on generic terms and descriptions applies from that date, with a grace period until 1 June 2027 for products manufactured before 1 June 2025, subject to conditions, and that French text must occupy at least twice the space of other languages on signage visible from outside a building. It also says the threshold for employer registration with the regulator dropped from 50 to 25 employees.
| Item | What the sources say | Does it affect an online store? |
|---|---|---|
| Website French duty | Predates Bill 96 | Yes |
| Product packaging and labelling | Generic term rule from 1 June 2025, grace to 1 June 2027 for older products | If you sell physical goods, check with a lawyer |
| Public signage | French at least twice the space | Mainly for shops with storefronts |
| Employer registration | Threshold 25 employees | Only if you employ people in Quebec |
For an online store the website and document rules matter most. If you sell labelled goods in Quebec, ask whether your packaging needs changes.
Which cancellation rights lead to Quebec chargebacks?
The office's page on cancelling an online purchase, last updated 5 October 2026, lists situations in which a consumer can cancel a distance purchase. The merchant has 15 days after the cancellation notice to reimburse, and if goods were delivered the consumer returns them within 15 days of sending the notice, with the merchant covering reasonable return fees.
| Situation | Notice deadline |
|---|---|
| Goods or services not received | Any time before receipt; delivery must happen within 30 days of the agreed date, or 30 days after purchase if no date was set |
| Contract not sent within 15 days of purchase | Within 30 days of purchase |
| Missing or unclear information before purchase, or problems with the contract | Within 7 days of receiving the contract |
| Missing information noticed on receiving the item | Within 7 days of receiving it |
| Missing information noticed on the card statement | Within 7 days of receiving the statement |
The page says these rules do not cover perishable goods, auction purchases, lottery tickets, credit contracts and certain ongoing services. It does not describe a general right to return goods that simply do not suit the buyer. The page does not mention a one year period for a merchant that fails to provide information, so we state none.
What must a merchant disclose to avoid Quebec chargebacks?
The same page lists what a merchant must show before purchase. It must be clear, prominent and savable and printable, and the contract, usually sent by email, must include the same core details.
| Disclosure item | Where to check your store |
|---|---|
| Name, address and phone number, plus email if applicable | Contact page and footer |
| Detailed description, price, delivery fees, taxes and total cost | Product page and cart |
| Third-party fees that cannot be reasonably calculated, such as customs duties | Shipping page, checkout |
| Payment terms and currency if not CAD | Checkout |
| Delivery date, method, carrier and location | Shipping policy, confirmation email |
| Cancellation, return, exchange and refund conditions, and other restrictions | Return policy, checkout |
If any of these is missing or unclear, a Quebec buyer may have a 7 day cancellation right from receipt of the contract. Walk through your own checkout as a buyer and tick each item. Where Shopify's checkout footer shows your policies, make sure the French versions are the ones a French-language buyer sees. Our guide to return and refund policies covers wording.
How does the Quebec chargeback path work, and how does it relate to Shopify?
The office's page says that if the merchant does not refund after a valid cancellation, the consumer can file a chargeback request with the card issuer within 60 days of the merchant's refusal or non-payment. The issuer must acknowledge receipt within 30 days, and the account must be credited within 90 days of the request or within two full statement periods, whichever comes first. If the issuer still does not credit the account, the consumer sends a formal notice.
| Step | Time limit on the page |
|---|---|
| Consumer files a chargeback request | Within 60 days after the merchant's refusal or non-payment |
| Issuer acknowledges receipt | Within 30 days |
| Account credited | Within 90 days of the request or within 2 full statement periods |
| If not credited | Consumer sends a formal notice |
We found no source that explains how this consumer path interacts with a Shopify Payments dispute. In practice you will see an ordinary dispute in the Shopify admin, with the usual window of 7 to 21 days, and the card company decides it up to 75 days after you submit. The sensible reading is that a Quebec buyer may cite their rights in the dispute, so be ready to show what you disclosed and when you delivered. That readiness is the whole job in Quebec chargebacks.
What does Shopify say that applies to Quebec chargebacks?
Shopify has no page on Quebec disputes, so the guidance comes from its general rules. Its evidence lists apply as usual: tracking and delivery confirmation for product not received, the listing and policies for product unacceptable, refund records for credit not processed. It suggests ordering evidence as direct proof first, then acknowledgment, policy and context.
| Shopify point | Quebec angle |
|---|---|
| Policies are third in the evidence order | Show the French policy the buyer saw |
| Customer communications count as acknowledgment | French messages, answered in French |
| Return policy appears in the checkout footer once saved | Check that the French policy appears for French checkouts |
| The return policy template is English only for English-language checkouts, and it does not include your configured return rules | Write or translate the French policy yourself |
| Shopify keeps past policy versions for 2 years | Keep your own dated copies too |
Shopify's page on store policies also says its templates are informational, not legal advice, and do not guarantee compliance. How your theme and apps handle language switching, French emails and French checkout text depends on your setup, which we did not research, so test it by placing a test order in French.
What evidence helps in Quebec chargebacks?
Think in layers. Shopify's suggested order is direct proof, acknowledgment, policy, then context. For Quebec chargebacks, add proof of language and disclosure.
| Layer | Evidence | Why |
|---|---|---|
| Direct proof | Tracking, delivery confirmation, signature if used | The goods arrived |
| Direct proof | Refund record, if refunded | The credit was issued |
| Acknowledgment | French messages and your French replies, dated | The buyer engaged |
| Policy | French return and shipping policies, dated | The terms in force |
| Disclosure | Product page, cart and checkout showing price, taxes, fees, dates | Required information was shown |
| Language | Screenshots of French checkout and confirmation email | The buyer could read the terms |
| Context | Earlier orders by the same buyer | An established customer |
Shopify Payments includes some evidence on its own when available: product details, customer name and email, billing and shipping addresses, IP address, fulfilment and tracking details, refunds and prior undisputed orders. You add the language and disclosure screenshots. Files go in as PDF, JPEG or PNG, 2 MB each and 4 MB combined, one per evidence type, with no links. Everything must be readable without zooming or cropping.
How do you capture French checkout evidence for Quebec chargebacks?
Evidence of language is easy to make and rarely made, and it is missing from many Quebec chargebacks. Do it once per template, again when you change it.
| Capture | How | Dispute it answers |
|---|---|---|
| French product page | Dated full-page PDF | Description and disclosure claims |
| French cart and checkout | Screenshots from a test order in French | "I could not read the terms" |
| French confirmation email | Save the email as PDF | Contract details and dates |
| French return and shipping policies | Dated PDFs | Terms in force |
| Footer showing policy links | Screenshot | Policies were visible at checkout |
Evidence capture checklist (run for each template change)
Date: __________ Captured by: __________
[ ] Product page (French) saved as PDF, file name: ____________
[ ] Cart and checkout (French) screenshots, file names: ____________
[ ] Order confirmation email (French) saved as PDF: ____________
[ ] Shipping policy (French) saved as PDF: ____________
[ ] Return and refund policy (French) saved as PDF: ____________
[ ] Footer with policy links, screenshot: ____________
Notes on any English-only element: ____________________
If an element is only in English, note it and fix it. The record is useful whether you win or learn.
How do you answer in French during Quebec chargebacks, and when in English?
The Smart & Biggar article says a business must reply in French if the consumer writes in French, and may reply in another language if the consumer writes in that language. Match the language of the buyer's first message, and keep each thread in one language where you can.
Message to a Quebec buyer who asks about a cancellation (adapt to your case)
Subject: Votre commande no [number]
Bonjour [prénom],
Merci de votre message. Nous avons bien reçu votre demande d'annulation
du [date]. Voici ce que nous pouvons faire : [option]. Nous vous
répondrons dans un délai de [1] jour ouvrable.
Vous pouvez nous joindre au [courriel] ou au [téléphone].
[Nom], [boutique]
Have a fluent French speaker write or review your templates, because machine text can contain errors that look careless in a dispute. Keep every message, dated, in the order record. In the dispute, a calm French exchange that shows you responded is acknowledgment in its own right.
How do you answer Quebec chargebacks in practice?
Lead with the file that answers the reason. Keep it short, number the files and write only what the files show. Write the response in the language the card reviewer expects, which for most Shopify stores is English, and attach French documents as they are.
Draft reply to a Quebec buyer's dispute (adapt to your case)
Order #[number], placed [date] for C$[amount].
Summary
The order was placed on our French-language checkout on [date]. The
buyer saw the price, taxes, delivery fees, delivery date and our return
policy before paying (screenshots attached). The order shipped on [date]
and Canada Post records delivery on [date] at [city, province]. The buyer
wrote to us on [date] in French; we replied on [date] in French and
offered [resolution].
1. Delivery record
Canada Post tracking and delivery confirmation PDF (file 1).
2. Checkout and disclosure
Dated screenshots of the French product page, cart and checkout (file 2).
3. Messages
French emails with the customer and our replies (file 3).
4. Policy
French return and shipping policies as shown on [date] (file 4).
Never write that the buyer saw something unless a file shows it. If your site had an English-only element, do not hide it. State what the buyer saw and let the files speak.
Is it worth fighting? A worked example in C$
Take the Laval order at C$210.00, one of the Quebec chargebacks from the opening. Case A: French checkout and policies on file, full disclosure shown, delivery signed, buyer's messages answered in French. Case B: English-only checkout, no reply to the buyer's cancellation request, delivery left at the door.
Case A: French records, disclosure shown, signed delivery
Disputed amount = A = C$210.00
Fee = F = C$15.00 (returned only on a win)
Your time = T = 45 minutes, call it C$22
Chance of winning = c = 0.55 (illustrative)
Concede: A + F = C$225.00
Fight: (1 minus c) x 225 + 22 = 0.45 x 225 + 22 = C$123.25
123.25 < 225.00, so fight.
Case B: English-only checkout, ignored cancellation request
Chance of winning = c = 0.10 (illustrative)
Fight: 0.90 x 225 + 22 = C$224.50
224.50 is about equal to 225.00, so refund if it is still an inquiry,
then fix the site. A refund is also the cheaper route to avoid a
language complaint building up.
The win chances are illustrative, not Canadian statistics. We found no published win rate for disputes from Quebec buyers, so use your own history. The comparison shows how much the language and disclosure records change the arithmetic in Quebec chargebacks.
Which Quebec chargebacks are worth fighting?
| Case | Likely strength | Move |
|---|---|---|
| French checkout and policies on file, delivery signed | Strong | Fight, lead with delivery and French records |
| Buyer cancelled within a valid window, merchant refused | Weak | Refund |
| Missing disclosure items found on your product pages | Weak | Refund if still an inquiry, then fix the page |
| English-only site, buyer writes in French | Weak | Refund, then fix the site |
| Buyer never contacted you, delivered with tracking | Reasonable | Fight, lead with delivery |
| No delivery scan | Weak | Refund early |
| Fraud with strong order history | Reasonable | Fight, lead with history |
If you owe the money, issue the refund from the admin. Shopify says you can refund while a case is an inquiry, and a full refund on an inquiry blocks a chargeback. After a chargeback begins, no refund is possible.
How does ChargeFix help with Quebec chargebacks?
Quebec chargebacks add language and disclosure records to the usual pile of delivery and refund evidence. ChargeFix is built for Shopify Payments disputes.
- Dispute fetched. ChargeFix fetches the chargeback when it opens.
- Records read. It reads the order, addresses, fulfilment and tracking data and the refund history.
- Evidence scored. It flags what is present and what is missing, such as no tracking or no prior orders, and gives a plain verdict: worth fighting, improve the evidence first or weak evidence.
- Letter from facts. The response is drafted only from verified facts, so it will not claim a French checkout record your files do not show.
- Your choice of mode. ChargeFix prepares each response in Manual mode, which is the default. You review and file it, or let Auto mode handle them. Auto mode is on Starter plans and above, off until you turn it on and confirm.
ChargeFix handles Shopify Payments disputes only. It cannot promise a win, because the card company decides, it does not translate your store or give legal advice and it does not contact your buyers. It stores minimal data: case ID, amount, reason, status, dates and shop settings. The free plan includes 2 filings a month, and every paid plan starts with a 14 day free trial.
What does a dated plan for a Quebec chargeback look like?
This plan assumes the shortest window, 7 days.
| Day | What you do | Done when |
|---|---|---|
| Day 0 | Dispute opens. Note amount, order and due date. | You know the deadline |
| Day 1 | Open the order, read all messages, note language and any cancellation request | Story written down |
| Day 2 | Pull tracking and delivery confirmation as PDF | Delivery shown |
| Day 3 | Pull French checkout, email and policy captures | Language and disclosure proof ready |
| Day 4 | Decide: fight, refund or concede | Decision written down |
| Day 5 | Draft the response, strongest proof first | Every claim points to a file |
| Day 6 | Check file sizes and readability, then file | Confirmation shows in admin |
| Day 7 | Spare day | Nothing left to do |
| Up to 75 days later | Decision arrives | Note what mattered |
If the buyer agrees the charge was valid, ask them to request a withdrawal through their bank. The letter must be on bank letterhead and can take 30 to 90 days. Shopify cannot request early resolution for American Express disputes or Visa disputes with a Fraudulent reason code, so file your evidence without waiting.
How do you prepare for the next round of Quebec chargebacks?
- Review the French site. Content, terms, policies and FAQs, page by page.
- Check disclosure. Tick each item on the merchant disclosure list.
- Capture evidence. Run the checklist for each template.
- Set a reply rule. French messages get French replies.
- Process refunds fast. The office's page gives merchants 15 days after a valid cancellation notice.
- Ask a Quebec lawyer. A short review is cheaper than a complaint.
| Habit | Time | Effect |
|---|---|---|
| French site review | A few hours once | Fewer language complaints |
| Disclosure check | 1 hour | Fewer cancellation claims |
| Evidence capture | 30 minutes per template | Ready proof of what the buyer saw |
| Reply rule | 10 minutes | Consistent French replies |
Our chargeback audit guide shows how to review your disputes by region, so you can see whether Quebec chargebacks are a real share of your cases.
What is different about Quebec chargebacks in Canada?
| Topic | What applies | What to do |
|---|---|---|
| Fee | C$15 or US$15 by payout currency | Cost each case in your payout currency |
| Response window | 7 to 21 days, no extensions | Plan for the shortest |
| Card company decision | Up to 75 days after you submit, and final | Do not expect a quick answer |
| Delivery proof | Canada Post confirmation online for 45 days after delivery | Download it early |
| Shopify Protect | US stores only | It does not cover Canadian stores |
| Complaints | Shopify Payments (Canada) acknowledges within 5 business days, decides in writing within 45 days | Raise a complaint with your processor first |
Duties. The Quebec office's disclosure list includes third-party fees that cannot be reasonably calculated, such as customs duties. For cross-border sales, show duty information before payment, because duty surprises feed Quebec chargebacks too. Our duties and brokerage fee guide covers it.
Condos. Canada Post's page on condominiums says a security guard or concierge may sign for the resident under the condominium agreement and a Letter of Authorization. Quebec buyers in apartment buildings may use this, so record the building address for any Quebec chargebacks that follow.
Accents. Names and addresses in Quebec often contain accents. Keep billing and shipping details exactly as the buyer typed them and note any difference between records in your evidence. This is a practical note, not a sourced rule.
Other law. Privacy law and tax rules in Quebec were not part of our research, so we state none.
Where to complain. Shopify Payments (Canada) acknowledges a complaint within 5 business days and gives a final written decision within 45 days. The Financial Consumer Agency of Canada supervises the Code of Conduct for the Credit and Debit Card Industry in Canada but does not decide individual disputes.
What are the 10 mistakes to avoid with Quebec chargebacks?
- An English-only site for Quebec buyers. The sources describe a duty to offer a complete French version.
- Replying in English to a French message. The article says a French message gets a French reply.
- Missing disclosure items. They open cancellation rights.
- Slow refunds after a valid cancellation. The office's page gives 15 days.
- No capture of the French checkout. You cannot show what the buyer saw.
- Machine translated policies. Errors look careless.
- Writing claims without files. Every sentence needs a file behind it.
- Refunding after the chargeback began. Shopify does not allow it.
- Attaching links. Links are not allowed. Save pages as PDF.
- Skipping legal advice. This guide is not legal advice, and Quebec chargebacks can touch language law.
Frequently asked questions
Do I need a French version of my Shopify store?
A law firm summary says websites of companies that market to Quebec consumers must offer a complete French version, with or without a Quebec establishment. Because the summary is not the law itself, ask a Quebec lawyer whether your store is in scope, and do it before a complaint arrives rather than after.
What must be in French on my site?
The summary lists content, terms, the privacy policy, purchase agreements, shipping and returns pages and FAQs. If the site also appears in another language, the French version must be at least the same quality. Contracts and invoices are also commercial publications.
What language must I reply in?
The summary says a consumer who writes in French gets a French reply, and that a consumer who writes in another language, the business may reply in that language. Keep each thread in one language where you can, save every message with its date and keep the thread with the order record.
Can a Quebec buyer cancel an online purchase?
Quebec's consumer protection office lists situations such as missing or unclear information, a contract not sent within 15 days and goods not received. The merchant then has 15 days to refund. The page does not describe a general right to return goods that do not suit the buyer.
What if a Quebec buyer files a chargeback request with their bank?
The office's page says the consumer can file within 60 days of a refusal, and the issuer must then acknowledge within 30 days. We found no source explaining how this interacts with a Shopify Payments dispute, so respond to the dispute normally with delivery, disclosure and language evidence.
What evidence should I keep for Quebec chargebacks?
Keep tracking and delivery confirmation, refund records, dated French screenshots of the product page, cart, checkout and confirmation email, French policies and all messages. Add earlier orders, and follow Shopify's suggested ordering of direct proof, acknowledgment, policy and context. Keep each file readable at normal size and under the 2 MB limit.
Can I refund after a Quebec dispute opens?
You can refund while it is an inquiry, and a full refund on an inquiry blocks a chargeback. Once a chargeback begins, Shopify does not allow a refund. The buyer can ask their bank for a withdrawal letter, which can take 30 to 90 days.
What happens if my site breaks the French language rules?
The summary lists fines that start at C$700 for individuals and C$3,000 for legal persons per violation and rise for repeat offences, with each day a separate offence. The OQLF can issue orders and refer matters for prosecution. Get legal advice if you are unsure.
Does Shopify provide a French return policy?
Shopify's page says the return policy template is available only in English for English-language checkouts, and it does not include your configured return rules. Write or have the French policy translated and reviewed yourself, and keep dated copies of every version you publish, since Shopify keeps past versions for 2 years only.
How does ChargeFix help with Quebec chargebacks?
ChargeFix reads the order, addresses, tracking and refund data, flags missing proof and drafts the letter from verified facts. It does not translate your store or give legal advice. In Manual mode, the default, you check each draft and file it yourself.
Start free trial with ChargeFix
You now have a French content checklist, a disclosure list, a capture routine and a reply template for Quebec chargebacks. What most stores lack is the time to find the French checkout record, the delivery proof and the messages before the deadline. ChargeFix reads your Shopify order data, shows what is missing, writes the letter from verified facts and leaves the filing to you in Manual mode, with Auto mode there for the cases your own rules cover.
The free plan includes 2 filings every month, and every paid plan starts with a 14 day free trial. There is no cut of what you win, and no contract.
Ready to answer every Quebec chargeback in Canada with the records you already have? Start free trial
Sources
- Smart & Biggar, "Quebec's French language requirements for commerce and business", law firm summary, not the Charter itself
- McCarthy Tetrault, "French language requirements of Bill 96 and June 1, 2025: Common Misconceptions", law firm blog
- Office de la protection du consommateur, "Cancelling an online purchase", page updated 5 October 2026
- Shopify Help Center, "Setting up return rules and return policy"
- Shopify Help Center, "Adding store policies"
- Shopify Help Center, "Responding to chargebacks and inquiries"
- Shopify Help Center, "Resolving a chargeback or inquiry"
- Shopify Payments (Canada), "Code of Conduct complaint handling"
- Canada Post, "Delivery options"
- ChargeFix, "chargefix.pro"
01Shipping and delivery
02Chargeback guides
03Evidence
04Dispute reasons
05Chargeback guides
06Evidence