Your Shopify admin says you had nine disputes last quarter. What it does not say is which ones were avoidable, which ones you lost on a technicality, and which ones quietly pushed your rate toward a line you do not want to cross. A Shopify chargeback audit answers those questions in an afternoon, and most Canadian stores have never done one.
Quick answer: A chargeback audit is a structured look at every dispute from the last 90 days. You count them and add up the real cost, sort them by Shopify's dispute reasons, grade the evidence you filed, check whether you met the deadline, and work out your dispute rate. The result of a Shopify chargeback audit is a ranked list of fixes. Start with the reason that costs you the most, not the one that annoys you the most.
This guide is for you if:
- You sell on Shopify Payments from Canada and have had more than a handful of disputes in the last three months.
- You want to know why you lose cases, not just that you lose them.
- You want a repeatable review you can run every quarter without hiring anyone.
Last updated: 22 October 2026
Disclosure: ChargeFix publishes this guide and sells an app for Shopify Payments disputes. Shopify does not publish an audit method, so the five step audit below is ChargeFix's own. Every Shopify rule it relies on comes from Shopify's Help Center, and the sources are listed at the end.
TL;DR
- Shopify gives you seven dispute categories. Sorting your disputes into them shows where the money goes.
- Each dispute costs the disputed amount plus a C$15 or US$15 fee. The fee comes back only if you win.
- A dispute still counts toward your rate when you win it, so the audit looks at prevention as well as evidence.
- The Visa excessive threshold is 1.5% from April 2026, and Shopify can enrol a store at 1.5% over 90 days.
- Run the audit once, fix the top leak, then repeat the Shopify chargeback audit every quarter.
Do this today
- Export or list every dispute from the last 90 days with its amount, reason, dates and outcome.
- Add up the amounts and the fees. Write the total at the top of the page.
- Sort the list by Shopify's reason categories.
- For each dispute you filed, note whether the evidence was complete and on time.
- Pick the single biggest leak and write down one change that would close it.
Shopify chargeback audit in Canada: the process in one table
| Step | What you do | What you get | Time |
|---|---|---|---|
| 1. Count | List every dispute and add up amounts and fees | The true cost | 30 minutes |
| 2. Sort | Group by Shopify reason category | Where disputes come from | 20 minutes |
| 3. Grade | Score the evidence you filed on each one | Why you lose | 45 minutes |
| 4. Time | Check response dates against due dates | Whether the process leaks | 15 minutes |
| 5. Rate | Work out your dispute rate and trend | How close you are to a line | 20 minutes |
| 6. Fix | Rank the leaks and pick one change | A plan | 20 minutes |
What is a Shopify chargeback audit, and why do Canadian stores need one?
A chargeback audit is a review of your disputes as a set, not one at a time. You already look at each case when it arrives. The audit looks at all of them together, because patterns only show up in the pile.
Here is a typical finding from one audit. A store sees six disputes in a quarter and treats each as bad luck. Sorted by reason, five of the six are "product not received" on orders to the same few postal regions, and four of the five had tracking that stopped updating. The problem is not luck. It is a carrier route or a shipping option, and fixing it removes most of the disputes.
Canadian stores have a few extra reasons to run a chargeback audit. The fee is C$15 or US$15 depending on your payout currency, and it is taken the moment the dispute is filed. Shopify gives no extensions to the 7 to 21 day response window. The card company then decides up to 75 days after you submit, and that decision is final. With rules that tight, small leaks in your process cost real money.
| What the audit tells you | Why it matters |
|---|---|
| Total cost of disputes | Shows whether this deserves your time |
| Reasons by share | Shows what to fix first |
| Evidence grades | Shows why cases are lost |
| Timing | Shows whether deadlines are the weak point |
| Rate and trend | Shows how close you are to Visa and Shopify limits |
Step 1: How do you count the cost in a chargeback audit?
Start the chargeback audit with the money. Most owners know the disputed amounts. Fewer add up the whole cost.
Each dispute takes the disputed amount from your balance, plus the fee. If you win, Shopify returns both in your next payout. If you lose, accept the dispute or miss the deadline, the fee stays gone along with the amount. There is also the cost of goods you have already shipped and the shipping you paid, which a lost dispute does not return.
Chargeback audit, step 1: cost sheet (90 days)
Dispute # Amount Fee (C$15/US$15) Goods cost Shipping paid Outcome
---------------------------------------------------------------------------
1 ______ ______ ______ ______ won / lost / open
2 ______ ______ ______ ______ won / lost / open
3 ______ ______ ______ ______ won / lost / open
(add rows)
Total disputed amount = ______
Total fees = ______
Lost disputes: amount + fee = ______
Lost disputes: goods + shipping = ______
Total real loss = ______
Real loss as % of card revenue = ______
Here is an example with made up figures, so you can see the shape of the result.
| Item | Amount |
|---|---|
| 9 disputes, total disputed | C$1,260 |
| Fees (9 x C$15) | C$135 |
| Won (4 cases) | C$560 returned, C$60 fees returned |
| Lost or accepted (5 cases) | C$700 amount, C$75 fees kept |
| Goods and shipping on lost cases | C$310 |
| Real loss | C$1,085 |
The disputed total looks like C$1,260. The real loss is C$1,085, and most of it comes from five cases. That is the number to bring to step 2.
Step 2: How do you sort a chargeback audit by chargeback reason?
Shopify groups disputes into reasons, and the reason decides what evidence helps. Sort your list by chargeback reason first, because every chargeback reason calls for different proof. The categories on Shopify's page are fraudulent, unrecognized, duplicate, subscription canceled, product not received, product unacceptable, credit not processed and general.
| Reason | What the customer is saying | First thing to check |
|---|---|---|
| Fraudulent | "I did not make this purchase" | Billing match, IP and country, fulfillment |
| Unrecognized | "I do not know this merchant" | Your statement name and receipt |
| Duplicate | "I was charged twice" | Whether two charges were really separate |
| Subscription canceled | "I cancelled, you charged me" | Cancellation policy and records |
| Product not received | "It never arrived" | Tracking and proof of delivery |
| Product unacceptable | "Damaged or not as described" | Product listing, photos, return attempts |
| Credit not processed | "I returned it and got no refund" | Refund records and return policy |
| General | Anything else | Customer messages and order records |
Count the disputes in each chargeback reason row, add up the dollars in each row, and rank them. Two rankings matter: by count and by cost. A reason with many small disputes and a reason with a few large ones need different fixes.
Chargeback audit, step 2: reason table
Reason Count Total amount Share of cost Won Lost
--------------------------------------------------------------------------
Fraudulent ____ ______ ____% ___ ___
Unrecognized ____ ______ ____% ___ ___
Duplicate ____ ______ ____% ___ ___
Subscription canceled ____ ______ ____% ___ ___
Product not received ____ ______ ____% ___ ___
Product unacceptable ____ ______ ____% ___ ___
Credit not processed ____ ______ ____% ___ ___
General ____ ______ ____% ___ ___
Biggest by cost: ________________
Biggest by count: ________________
Read the pattern in your chargeback audit before moving on. If one reason takes more than a third of your cost, that is your audit's main finding.
Step 3: How do you grade the evidence in a chargeback audit?
Evidence quality is the part you control after a dispute arrives. Grade each dispute you filed on a simple scale, using Shopify's own evidence list for its reason.
Shopify's order of preference runs from direct proof, to customer acknowledgment, to policy documentation, to supporting context. Evidence files can be PDF, JPEG or PNG, up to 2 MB each and 4 MB combined, with one file per evidence type and no links, audio or video.
Grade every filed case on five questions.
| Question | Yes scores | What a no usually means |
|---|---|---|
| Did the evidence match the reason? | 1 point | You sent generic proof |
| Was there direct proof (tracking, delivery, activity log)? | 1 point | The best evidence was missing |
| Did it include your policy and when the customer saw it? | 1 point | The policy was not captured |
| Did the letter explain the facts in order? | 1 point | The reviewer had to guess |
| Were files readable and within the limits? | 1 point | Files were rejected or unclear |
Score each case out of five. A pattern of low scores on one question tells you what to fix. Many stores find that proof existed in their records but never reached the form.
Chargeback audit, step 3: evidence grades
Dispute # Reason Match Direct Policy Letter Files Score Outcome
-------------------------------------------------------------------------
1 ______ _/1 _/1 _/1 _/1 _/1 _/5 ______
2 ______ match: _ direct: _ policy: _ letter: _ files: _ score: _
3 ______ points: _ _ _ _ _ total: _ ______
Average score: ____ / 5
Lowest column: ________________
Compare the grades in your Shopify chargeback audit with the outcomes. If low scores line up with losses, evidence is your leak. If high scores still lose, the cause is likely upstream, in the order itself, and the fix sits in step 6.
Step 4: How do you check deadlines in a chargeback audit?
Deadlines are binary in any chargeback audit. A response window of 7 to 21 days passes without extensions. After it closes, Shopify sends whatever saved order data it has, and the fee is not refunded. So the audit asks a plain question for each dispute: when did it open, when was it due and when did you file.
| Result | What it tells you |
|---|---|
| Filed with more than 3 days spare | The process works |
| Filed in the last 24 hours | The process is fragile |
| Auto-sent by Shopify | The deadline was missed, and only the bare minimum went in |
| Accepted on purpose | A fair choice if the numbers support it |
Shopify submits saved or automatic order data on the due date if you do nothing. That keeps a case from being empty, but the bare minimum is rarely your strongest case. Count how many of your disputes went out that way.
Chargeback audit, step 4: timing
Dispute # Opened Due date Filed on Days spare Late? (Y/N)
----------------------------------------------------------------------
1 ______ ______ ______ ______ ___
2 ______ ______ ______ ______ ___
3 ______ ______ ______ ______ ___
Filed with 3+ days spare: ____ of ____
Left to Shopify's automatic response: ____
Step 5: How do you work out your dispute rate for the audit?
Your dispute rate matters for two separate reasons. Card networks watch it, and so does Shopify.
Visa's excessive line is 1.5% from April 2026, down from 2.2% through March 2026, and it applies in the US, Canada, the EU and Asia Pacific, according to chargeback.io. Mastercard's excessive tier starts at 100 to 299 monthly chargebacks and a 1.5% rate. Shopify has its own program: a store whose rate, including automatically resolved disputes, reaches 1.5% over 90 days can be enrolled in the network dispute resolution program, subject to a minimum volume exclusion.
A dispute still counts when you win. Shopify's page says a resolved dispute continues to count toward your dispute rate, and a won chargeback can be disputed again. This is why the audit cannot stop at evidence.
Chargeback audit, step 5: rate
Card orders in the period = ______
Disputes opened in the period (won or lost) = ______
Your simple rate = disputes / card orders = ______ %
Previous period rate = ______ %
Trend (up / flat / down) = ______
Compare with: 1.5% (Visa excessive line since April 2026)
Use this simple rate as a warning light. Shopify and the networks calculate theirs in their own ways, with their own time windows, so check the figures in your admin. The free Visa VAMP ratio calculator gives a quick read.
| Your simple rate | What to do |
|---|---|
| Under 0.5% | Keep the routine, review quarterly |
| 0.5% to 1.0% | Fix the top leak this month |
| 1.0% to 1.5% | Treat prevention as urgent |
| Over 1.5% | Expect scrutiny, act now |
These bands are working guides for an internal review, not figures from Shopify or Visa. They are there so the audit produces a decision.
Step 6: How do you turn a chargeback audit into a ranked list of fixes?
An audit that ends with a spreadsheet changes nothing. Finish with a short list of fixes, ranked by the money each one would save.
For each reason that cost you real money, ask which of three problems caused it.
| Problem | Typical signs | Typical fix |
|---|---|---|
| Prevention gap | Many disputes of one reason, similar orders | Change the order, product page or shipping |
| Evidence gap | Low evidence grades, winnable cases lost | Collect proof earlier, file complete responses |
| Process gap | Late filings, auto-sent responses | Set reminders or use a tool |
Rank the fixes from your chargeback audit by total cost times how fixable the problem is. Do the top one first.
Chargeback audit, step 6: fix list
Rank Leak (reason + cause) Money at stake Fix Owner Date
--------------------------------------------------------------------------------------------
1 ___________________________________ ______ ______________ _____ ______
2 ___________________________________ ______ ______________ _____ ______
3 ___________________________________ ______ ______________ _____ ______
Common fixes by reason, from the evidence Shopify lists:
| Reason | Common fix |
|---|---|
| Product not received | Better tracking updates, signature on high value orders, saved delivery proof |
| Product unacceptable | Clearer product pages, photos, a return path customers use before they dispute |
| Subscription canceled | Cancellation confirmations, renewal reminders, a clear policy at checkout |
| Fraudulent | Order review, billing and shipping match checks, saved IP and device history |
| Unrecognized | A recognizable name on the statement, receipts that match it |
| Duplicate | Clear order confirmations for separate purchases |
| Credit not processed | Prompt refunds and a record of them |
What does a Shopify chargeback audit look like in a real month?
Here is a worked example with made up numbers for a store that sells home goods across Canada.
The store had nine disputes in 90 days. Sorted by reason, five were product not received, two were product unacceptable, one was fraudulent and one was subscription canceled. Product not received took 62% of the cost. Evidence grades on those five averaged 2.4 out of 5. The lowest column was "direct proof": the store had tracking but had not saved delivery confirmations. Two filings went out in the last day before the deadline.
| Finding | Fix | Owner | Date |
|---|---|---|---|
| Product not received is 62% of cost | Review carrier and service for those postal regions | Owner | Within 2 weeks |
| Direct proof column averaged 0.4 of 1 | Save delivery confirmations at delivery | Fulfilment lead | Start now |
| 2 filings in the last day | Calendar reminders at day 3 | Owner | This week |
| Rate trending up | Recheck the rate next month | Owner | Next audit |
Notice what the audit did not say. It did not say "write better letters". The biggest lever was upstream, in shipping and record keeping. That is a typical result, and it is why the audit looks at more than evidence.
Should a chargeback audit include inquiries?
Yes, as a separate list. An inquiry is not a chargeback. It takes no money from your balance when it opens, and Shopify says its review can run 65 to 75 days or longer. But an inquiry is an early warning. A customer has asked their bank about a charge, and what you do next decides whether it becomes a chargeback.
Shopify's rule is simple: a full refund on an inquiry stops a chargeback from following, while a partial refund does not. Once a chargeback has begun you cannot refund, and the route becomes a customer withdrawal letter, which takes 30 to 90 days. So in your chargeback audit, list the inquiries from the same 90 days and note what you did with each.
| Inquiry result | What it tells you |
|---|---|
| Refunded in full, no chargeback followed | The early response worked |
| Partly refunded, chargeback followed | The partial refund did not close it |
| Ignored, chargeback followed | A cheap fix was missed |
| Resolved with the customer | Good record to keep |
If many inquiries turn into chargebacks, the audit has found a process leak that costs nothing to fix: someone needs to read inquiries the day they arrive.
What should a finished chargeback audit report look like?
Keep the report to one page. Its job is to make a decision, so it needs four parts and nothing more.
Chargeback audit report, one page
Period: ______ to ______ (90 days)
Disputes: ____ chargebacks, ____ inquiries
Real loss: C$______ (____ % of card revenue)
Simple rate: ____ % (previous period: ____ %)
Top reason by cost: ____________ (____ % of cost)
Average evidence score: ____ / 5 Lowest column: ____________
Filed with 3+ days spare: ____ of ____ Auto-sent by Shopify: ____
Top fix: ______________________________ Owner: ______ Date: ______
Second fix: ______________________________ Owner: ______ Date: ______
Next chargeback audit date: ______
Share the page from your chargeback audit with whoever owns shipping, support and the store. A chargeback audit that sits in one person's folder fixes nothing, because the biggest leaks are usually in departments the person does not run.
How do you run a chargeback audit by product or by market?
Once the basic chargeback audit is done, slice it. Sort the same list by product, by shipping region and by order value. Patterns that hide in the total appear in the slices.
| Slice | What to look for |
|---|---|
| By product | One item with a high share of "product unacceptable" disputes |
| By shipping region | A set of postal codes with "product not received" disputes |
| By order value | Fraud and unrecognized disputes bunched on large orders |
| By payment time | A cluster of disputes after a promotion or sale |
| By customer | Repeat disputers who also bought before |
A product with three or four unacceptable disputes in a quarter often has a listing problem: the photos, size guidance or description set the wrong expectation. A shipping region with repeated failures often points to a carrier or a service level. Neither shows up in a plain list of nine disputes, which is the case for slicing any chargeback audit.
Chargeback audit, slices (fill from your list)
Product / SKU Disputes Main reason Idea
-----------------------------------------------------------------
________________ ____ ____________________ _____________
________________ ____ ____________________ _____________
Region / postal Disputes Main reason Idea
-----------------------------------------------------------------
________________ ____ ____________________ _____________
________________ ____ ____________________ _____________
How does ChargeFix help with a chargeback audit?
ChargeFix is built for Shopify Payments disputes, and it fits the audit in two places: grading evidence and keeping deadlines.
- Dispute fetched. ChargeFix fetches the chargeback when it opens, with its reason, amount and due date.
- Evidence scored. It reads the order, payment details, addresses, tracking and delivery status from your store and scores the case, with a fix beside every gap.
- Plain verdict. Worth fighting, improve the evidence first or weak evidence.
- Letter from facts. The response is drafted only from verified facts in your records.
- You approve. Manual mode is the default. Auto mode is available on Starter plans and above, off until you turn it on and confirm, and its default rule covers product not received with delivery confirmed. Everything else is saved as a draft.
- Deadlines held. Cases are in one place with due dates, so filing in the last day becomes rare.
It does not change your carrier, rewrite your policies or promise a win, because the card company decides. What it does is give your next audit better data: every case has a score, a reason and a filing date. The free plan covers 2 filings a month, and every paid plan starts with a 14 day trial.
The free chargeback cost calculator works through step 1 for a single case.
What does a dated plan for your first chargeback audit look like?
Run the first audit over two weeks, so it fits around normal work.
| Day | Task | Done when |
|---|---|---|
| Day 1 | Pull the last 90 days of disputes into one list | Every dispute has amount, reason and dates |
| Day 2 | Step 1: cost sheet | Real loss is written down |
| Day 3 | Step 2: sort by reason | You can name the top reason by cost |
| Day 4 to 5 | Step 3: grade evidence | Every filed case has a score |
| Day 6 | Step 4: timing check | Late and auto-sent counts are known |
| Day 7 | Step 5: rate | Simple rate and trend are written down |
| Day 8 | Step 6: ranked fix list | Top fix has an owner and a date |
| Day 9 to 13 | Make the top fix | The change is live |
| Day 14 | Calendar the next audit for 90 days out | Date is booked |
If you have fewer than five disputes, shrink the audit. List them, find the common thread and fix it. The aim is a decision, not paperwork.
What is different about a Shopify chargeback audit in Canada?
Most audit advice is written for US stores. A few points change for Canadian merchants on Shopify Payments.
| Topic | What applies in Canada | What to do in the audit |
|---|---|---|
| Fee currency | C$15 or US$15 by payout currency | Cost every dispute in your payout currency |
| Shopify Protect | US stores only | Do not count on it to cover fraud losses |
| Visa line | 1.5% from April 2026 in the US, Canada, EU and Asia Pacific | Compare your rate against it |
| Shopify program | 1.5% over 90 days can lead to network dispute resolution | Check your admin, not just your own sum |
| Complaints | Code of Conduct for the Credit and Debit Card Industry, supervised by FCAC | Raise a complaint with your processor first |
| Win rate benchmarks | Mostly US or global figures | Compare yourself with your own past results |
Shopify Protect does not apply. It reimburses eligible fraud chargebacks only for stores in the United States, so a Canadian store carries fraud losses itself. That makes the fraud rows of your audit more important.
Benchmarks. Published win rates are mostly US or global. For example, US merchants win about 54% of the chargebacks they choose to contest, according to chargeback.io citing Mastercard and Datos Insights. We have no verified current Canadian win rate from a named source, so measure yourself against your own previous quarter.
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 but is not a dispute resolution agency for individual cases, so it will not overturn a chargeback.
Network program. If your rate, including automatically resolved disputes, reaches 1.5% over 90 days, Shopify can enrol your store. Disputes then resolve automatically with a full refund to the customer, with no evidence window, a fee on each dispute and a 10% payout reserve. To leave, your rate must stay under 1.00% for 30 consecutive days. An audit that catches a rising trend early keeps you away from that line.
What are the 10 mistakes to avoid in a Shopify chargeback audit in Canada?
- Counting only the disputed amount. The fee, goods and shipping belong in the cost.
- Skipping the sort by reason. Without it, every dispute looks like unrelated bad luck.
- Grading outcomes instead of evidence. A won case with poor evidence was lucky. Grade the work.
- Ignoring cases you accepted. Accepted disputes still count toward your rate and tell you something.
- Treating a win as a clean slate. A won dispute still counts in your rate, and the bank can dispute it again.
- Using only your own rate. Check Shopify's numbers in your admin as well.
- Quoting a benchmark you cannot source. Compare yourself with your own history first.
- Fixing the symptom. Better letters do not cure a shipping route that fails.
- Making five changes at once. You will not know what worked.
- Never running it again. A one off audit fades. Book the next one.
FAQs
What is a Shopify chargeback audit?
It is a structured review of all your disputes over a period, usually 90 days. You total the real cost, sort by Shopify's reason categories, grade the evidence you filed, check deadlines and work out your dispute rate. The output is a ranked list of fixes, starting with the biggest leak.
How often should I run a chargeback audit?
Quarterly suits most stores. If your simple rate is above 1.0%, or disputes are rising month on month, run a short version monthly until the trend turns. A shorter window also helps after a product launch, a carrier change or a peak season.
What should I include in the cost of a dispute?
Include the disputed amount, the C$15 or US$15 fee, the cost of goods already shipped and the shipping you paid. On a win, Shopify returns the amount and the fee. On a loss, an accepted dispute or a missed deadline, you lose all of it, and the goods too.
Does a won dispute still count toward my rate?
Yes. Shopify says a resolved dispute still counts toward your dispute rate, and a won chargeback can be disputed again. That is why the audit looks at prevention, not only evidence. Winning protects the money in that case. It does not remove the dispute from the count.
What dispute rate is too high?
Visa's excessive line has been 1.5% since April 2026, according to chargeback.io, and Shopify can enrol a store at 1.5% over 90 days. Mastercard's excessive tier is 1.5% with 100 to 299 monthly chargebacks. Shopify and the networks calculate rates their own ways, so check your admin.
How do I grade my evidence?
Use five questions: did the evidence match the reason, did it include direct proof, did it include your policy and when the customer saw it, did the letter explain the facts in order, and were the files readable and within limits. Score each case out of five and look for a weak column.
Can I do an audit without software?
Yes. A spreadsheet and your Shopify admin are enough for the first one. The worksheets in this guide cover each step. Software helps most with step 3, scoring evidence, and step 4, keeping deadlines, because those are hard to do consistently by hand.
What if I have only a few disputes?
Shrink the audit. List each one, note the reason, the outcome and the dates, and look for a common thread. Even three disputes in a small chargeback audit can show that a carrier, a product or a policy is the cause. Then fix that one thing and recheck next quarter.
How does ChargeFix help with an audit?
ChargeFix fetches each Shopify Payments dispute, scores the evidence with a fix beside every gap, drafts the letter from verified facts and keeps due dates in one place. That gives your next audit a score, a reason and a filing date for every case. It cannot guarantee a win.
What is the biggest fix most stores find?
Most often it is upstream: tracking that stops updating, delivery proof that was never saved, or a policy the customer never saw. These are process fixes, not letter fixes. Which one applies to you depends on which reason takes the largest share of your cost.
Start free trial with ChargeFix
You now have a six step Shopify chargeback audit with worksheets for each step. What most stores lack is the time to do the hard part, which is gathering complete evidence before each deadline. ChargeFix reads your Shopify order data, shows what is missing, writes the letter from verified facts and files when you approve it, so your next audit starts with better numbers.
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 make your next Shopify chargeback audit in Canada shorter and sharper? Start free trial
Sources
- Shopify Help Center, Reasons for a chargeback or inquiry
- Shopify Help Center, Resolving a chargeback or inquiry
- Shopify Help Center, Responding to chargebacks and inquiries
- Shopify Help Center, Managing chargebacks in the Shopify admin
- Shopify Help Center, Network dispute resolution programs
- Shopify Help Center, Considerations for using Shopify Protect
- Shopify Payments (Canada), Code of Conduct complaint handling
- chargeback.io, Shopify chargeback guide
- chargeback.io, Chargeback statistics
- ChargeFix, chargefix.pro
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