Chargeback Evidence Template for Canadian Merchants (2026)

It is 11 pm, the deadline is tomorrow, and you are staring at an empty evidence box. A buyer in Vancouver says the order never came, you have a tracking screenshot, two emails and no idea how to put them in front of a bank reviewer who will give your case a few minutes. A good chargeback evidence template for Canadian merchants turns that blank box into a filled one in about half an hour.

Quick answer: A chargeback evidence template is a short letter that states the customer's claim, sets out dated facts, each tied to a labelled file, and asks for a decision in your favour. Use the one that matches Shopify's dispute category, lead with your strongest proof, keep each file under 2 MB and the pack under 4 MB, and state only what your records show.

This guide is for you if:

• You sell on Shopify Payments from Canada and want a chargeback evidence template for each of the seven dispute categories.
• You lose time every dispute rewriting a chargeback evidence template from scratch.
• You want your files named, ordered and sized so the bank can actually read them.

Last updated: 22 October 2026

Disclosure: ChargeFix publishes this guide and sells an evidence app for Shopify Payments disputes. The evidence rules come from Shopify's Help Center, and the sources are listed at the end so you can check them. Every example order below is made up.

TL;DR

• Shopify sorts disputes into seven categories: credit not processed, duplicate charge, fraudulent transaction, product not received, product unacceptable, subscription canceled and general. Use the Shopify dispute response template for the category shown on your dispute.
• Put the strongest proof first: direct proof, then customer acknowledgment, then policy, then supporting context.
• Files must be PDF, JPEG or PNG, 2 MB each, 4 MB in total, one file per evidence type. No links, audio or video.
• Write only what your records show. One unproven line damages the lines that are true.
• File at least three days before the due date, usually 7 to 21 days after the dispute opens.

Do this today

1. Open the dispute and note the category, the amount and the due date.
2. Copy the matching chargeback evidence template below into a blank document.
3. Fill every square bracket from your records. Delete any line you cannot prove.
4. Save screenshots as PDF, JPEG or PNG, name each file, and keep the total under 4 MB.
5. Check every line of the letter against a file, then submit.

Chargeback evidence template facts for Canada at a glance

Checked against Shopify's Help Center on 22 October 2026.

Item	What applies to a Canadian store
Dispute categories	Seven, from credit not processed to general
Fee per dispute	C$15 or US$15, set by payout currency, returned on a win
Time to respond	Usually 7 to 21 days, no extensions
File types	PDF, JPEG or PNG
File size	2 MB per file, 4 MB combined
Files per evidence type	One. Merge several into one PDF
Not allowed	Audio, video, links to outside sites, requests to call or email
Bank decision time	Up to 75 days after you submit

The process in one table

Step	Who does it	Time it takes
Read the category, amount and due date	You	5 minutes
Copy the matching chargeback evidence template	You	2 minutes
Gather proof and fill the brackets of the chargeback rebuttal letter template	You, or ChargeFix pulls store data for you	15 to 30 minutes
Name, size and order the files	You	10 minutes
Check each line against a file	You	10 minutes
Submit before the due date	You	5 minutes

What is a chargeback evidence template, and why use one?

A chargeback evidence template is a fill in the blanks letter for a dispute. It does not argue, it indexes. The bank reviewer reads it to find where to look, then opens the files. A chargeback evidence template keeps you short, consistent and honest, because every line needs a fact to fill it.

The reviewer is busy. Shopify warns that your case may get only a few minutes of attention, so what matters is that the claim and the best proof are easy to find. The same Shopify dispute response template also protects you from the usual mistakes: rambling, anger, adjectives and claims you cannot back up.

This guide gives you one chargeback rebuttal letter template for each category, plus the file rules and a checklist. Copy, fill, trim and submit.

What goes in every chargeback response letter?

Every chargeback response letter has the same five parts. Only the facts change.

Part	What to write	How long
Case line	Case number, order number, amount, reason	One line
The claim	The customer's claim in one neutral sentence	One sentence
The facts	A numbered list of dated events, each pointing to a file	4 to 7 lines
The policy	The single policy sentence that applies, and where the customer saw it	One or two lines
The ask	That the dispute be decided in your favour	One line

Here is the skeleton of the chargeback evidence template you can reuse for any category.

Re: Chargeback [case number], order #[number], C$[amount], [reason]

The cardholder states that [claim in one neutral sentence].
Our records show the following.

1. [Dated fact]. See File 1.
2. [Dated fact]. See File 2.
3. [Dated fact]. See File 3.
4. [Dated fact]. See File 4.

[One sentence from the policy the customer accepted, and where they saw it.]

We ask that this dispute be decided in our favour.

Four rules keep a chargeback response letter honest.

• Include only what your records show. If you cannot prove a line, cut it.
• Use dates and times, not words like "recently" or "quickly".
• Refer to files by their label so the reviewer finds them in seconds.
• Keep the tone flat. The evidence persuades, not the writing.

How should you order, name and size the files in a chargeback evidence template?

Shopify recommends putting your evidence in a set order, strongest first. The same order works for the files in your chargeback evidence template.

Order	Type of proof	A Canadian example
1	Direct proof	Carrier tracking showing delivered to the order address, or a refund record
2	Customer acknowledgment	An email from the buyer about the item after the delivery date
3	Policy documentation	A checkout screenshot showing the customer accepted your policies
4	Supporting context	Earlier undisputed orders to the same address

Name every file so the label tells the reviewer what it is, when it happened and what it proves. A file called "Screenshot" tells them nothing.

01-delivery-proof.pdf              (tracking page and delivery record, merged)
02-customer-messages.pdf           (emails and chat screenshots, merged)
03-checkout-policy-agreement.png   (checkout screenshot with policy link)
04-order-history.pdf               (earlier undisputed orders, merged)

Then check the numbers before you upload.

Rule	Shopify's limit
File types	PDF, JPEG or PNG only
PDFs	PDF/A compliant, under 50 pages, no PDF Portfolios
Size per file	2 MB at most
Size in total	4 MB at most
Files per evidence type	One. Merge related files into a single PDF or image
Not allowed	Audio, video, links to outside sites, requests to call or email
Images	Cropped, high contrast and easy to read

The last rule matters more than it looks. Shopify says many banks still receive evidence by fax, so images that print clearly in black and white are best. A pale grey tracking screenshot can be unreadable on paper.

Use screenshots, not links. The bank cannot click a link, and Shopify bans external links in evidence.

Chargeback evidence template for a product not received dispute

A product not received dispute is the most common claim a physical store meets. Shopify lists tracking details, delivery confirmation, address verification and carrier messages as the core proof.

Evidence	What it proves
Tracking with carrier name, number and status	The parcel shipped and where it ended up
Delivery confirmation, ideally with a signature or photo	A person or place received it
Address verification	It went to the address entered at checkout
Carrier messages to the customer	They were told it was on the way and when it arrived

Dispute reference [case number] (order #[number]). Amount: C$[amount]. Reason: product not received.

The cardholder states that this order was not received. Our records show otherwise.

1. The order was placed on [date] and shipped on [date] with tracking number
   [number] through [carrier]. See File 1.
2. The carrier recorded delivery on [date] at [time] to [street, city, province,
   postal code], the shipping address entered at checkout. See File 1.
3. The billing and shipping addresses on the order match. See File 2.
4. On [date], [number] days after delivery, the customer emailed us about
   [topic]. See File 3.
5. Our shipping policy, shown at checkout, says [one sentence]. See File 4.
6. The customer did not contact us about a missing parcel before disputing.

Please decide this dispute in the merchant's favour.

Use line 4 of this chargeback evidence template only if a message exists, and line 6 only if your inbox confirms it. If the parcel is genuinely lost, because the last scan is far from the customer and nothing says delivered, refund the customer. A lost parcel is a business cost, not a case to win.

If you ship high value orders, ask for a signature at delivery. Shopify says this significantly strengthens your position in a product not received dispute.

Chargeback evidence template for a fraudulent transaction

A fraudulent transaction dispute means the cardholder says they did not authorize the purchase. You win by showing that the real cardholder placed the order.

Evidence	What it shows	Where you find it
AVS and CVV results	Billing address and security code matched the card	Payment details on the order
Device and IP data	The order came from a place and device that fit the customer	Order details in Shopify
3D Secure result	The customer completed an extra check	The payment verification record
Order history	The same customer or address bought before without a problem	Your customer record
Delivery confirmation	The goods reached the verified address	The carrier record
Customer messages	The customer spoke about the order after placing it	Your inbox and chat tools

Order #[number] / case [case number] / C$[amount] / unauthorized transaction

The cardholder states that they did not authorize this purchase. We ask the bank
to consider the following records.

1. The billing address matches the address on file for the card, and the
   security code check passed. See File 1.
2. The order was placed from [city] on a [device type], consistent with the
   customer's earlier orders on [date] and [date], both undisputed. See File 2.
3. The order shipped on [date] and was delivered on [date] to the billing
   address, per the carrier record. See File 3.
4. The customer replied to our shipping email on [date]. See File 4.

These records show that the cardholder placed and received this order.

Two Canadian points apply to this chargeback evidence template. Shopify Protect, which reimburses eligible fraud chargebacks, only covers stores located in the United States with a US Shopify Payments account. A Canadian store is not eligible, so your evidence does the work. And Shopify says it cannot request early resolution for Visa disputes with a Fraudulent reason code or for American Express disputes, so plan on the full review.

Chargeback evidence template for product unacceptable

This category covers items that arrived damaged, defective or not as described. Lead with the listing as it looked when the customer bought.

Evidence	What it proves
The listing at the time of purchase	What you actually offered
Photos taken before shipping	The condition when it left you
Support messages	How you handled the complaint
Your return policy, and acceptance at checkout	The remedy the customer agreed to

Case [case number] concerns order #[number], a purchase of C$[amount], disputed as product unacceptable.

The cardholder states that the item was [damaged, defective or not as described].

1. The product page at the time of purchase described the item as [description].
   See File 1.
2. The item was packed and photographed on [date] before shipping. See File 2.
3. The customer first contacted us on [date], or did not contact us before
   disputing. See File 3.
4. We offered [remedy] on [date]. See File 3.
5. Our return policy, accepted at checkout, states [one sentence]. See File 4.

We request a decision in our favour on the strength of these records.

Customers are expected to contact you before filing. If yours did not, say so, but only if your records prove it. Shopify also notes that a refund shows good service and can prevent later disputes, even if you lose the chargeback. Treat this Shopify dispute response template as a frame, and swap in the remedy you really offered.

Chargeback evidence template for credit not processed

Here the customer says a promised refund never arrived. There are three common cases: you promised a refund and forgot, the item came back and no credit was issued, or the refund was issued but has not yet shown on the statement. Only the first two are your fault.

Evidence	What it proves
The refund transaction record with date and amount	The refund was issued
Bank or processor statement	The refund left your account
Return tracking	When the item came back
Your refund policy	The timing the customer agreed to

Chargeback [case number]: credit not processed. Order #[number], amount C$[amount].

The cardholder states that a refund was not received. Our records show a refund
was issued.

1. A refund of C$[amount] was issued on [date] to the original payment method.
   See File 1.
2. The refund transaction reference is [reference]. See File 1.
3. Refunds can take [period] to appear on a statement, per our refund policy.
   See File 2.

We ask the bank to rule for the merchant.

If you never issued the refund, do not use this chargeback evidence template. Accept the dispute and refund through the right route. Be honest, because a letter that claims a refund that does not exist fails in minutes.

Chargeback evidence template for a duplicate charge

Customers often mistake a temporary authorization hold for a second charge. If that is what happened, explain it with timestamps. If two charges are two real orders, show both.

Evidence	What it proves
Transaction logs showing one charge	There was a single capture
Order numbers and timestamps	Two charges are two different orders
Itemized receipts	Each charge matches different items
Explanation of a temporary hold	The second line was an authorization, not a charge

About case [case number]: a duplicate charge claim on order #[number], C$[amount].

The cardholder reports being charged twice.

1. Our records show one captured payment of C$[amount] on [date] at [time].
   See File 1.
2. The second line on the statement is [an authorization hold that was released
   on [date] / a separate order #[number] for different items]. See File 2.
3. The itemized receipts for each order are attached. See File 3.

On these records, we ask for a decision in the merchant's favour.

Chargeback evidence template for subscription canceled

The customer says they were billed after cancelling. Show what they agreed to, what your cancellation process is and that they never completed it.

Evidence	What it proves
The subscription agreement and cancellation policy	What the customer accepted
Usage or shipment logs	The service was used or delivered
Renewal reminders sent	They were told before the charge
A record that no cancellation request exists	The process was not completed

Case [case number], subscription canceled claim on order #[number] (C$[amount]).

The cardholder says they cancelled the subscription before this charge.

1. The customer subscribed on [date] and accepted our terms, which state
   [cancellation process in one sentence]. See File 1.
2. A renewal reminder was sent on [date]. See File 2.
3. Our records show no cancellation request before [charge date]. See File 3.
4. The product was shipped or used on [date]. See File 4.

We respectfully request that the dispute be resolved in our favour.

If the customer did follow your process and was still charged, Shopify says to consider a refund. This chargeback rebuttal letter template only works if the agreement and the reminder are on file.

Chargeback evidence template for a general dispute

General covers claims about an amount or a fee that is not what the customer expected. An itemized receipt solves most of them. Taxes, shipping and currency conversion are the usual surprises. This general chargeback evidence template is short on purpose, because the itemized receipt does most of the work.

Case [case number], general dispute, order #[number], amount C$[amount].

The cardholder states that the amount charged was not what they expected.

1. The checkout total shown before payment was C$[amount], made up of
   items C$[amount], shipping C$[amount] and tax C$[amount]. See File 1.
2. The customer accepted our pricing and shipping policy at checkout. See File 2.
3. [If the card is foreign] The charge may differ on the statement because of the
   card issuer's currency conversion. See File 1.

We ask for a ruling in our favour.

How do you fill any chargeback rebuttal letter template honestly?

The best chargeback evidence template letters read the same way: short, dated and checkable. Two versions of the same line show the difference.

Weak line	Better line
The customer received the parcel and is lying.	Carrier records show delivery on [date] at [time] to the address entered at checkout.
We always ship fast.	The order shipped on [date], two days after it was placed.
The customer is a known fraudster.	The billing address matches the card and the security code check passed.
We never got a message from them.	The customer did not contact us before disputing. We checked our email and chat on [date].

Before you submit, run this quick audit on your own letter.

Letter audit
[ ] Every numbered line points to a file
[ ] No line states anything the files cannot show
[ ] No adjectives about the customer
[ ] Dates and times, not "recently"
[ ] Amounts in C$ match the order
[ ] Files named, merged where needed, within the size limits
[ ] Strongest proof is File 1

How does ChargeFix fill the chargeback evidence template for you?

The hard part of a dispute is collecting the proof from five places before a deadline you did not choose. ChargeFix fills a chargeback evidence template from your store data for every Shopify Payments dispute.

1. The dispute arrives. ChargeFix fetches the chargeback when it opens.
2. The proof is gathered. It reads the order, payment details, addresses, tracking and delivery status.
3. The case is scored. Each item is checked, with a fix beside every gap.
4. You get a plain verdict. Worth fighting, improve the evidence first, or weak evidence.
5. The chargeback rebuttal letter template is filled from facts. It uses only what your records show and leaves out what it cannot verify. If a signature is not on record, the draft does not claim one.
6. You add what only you have. Delivery photos, customer email screenshots or PDFs. Your refund and shipping policies are added to every response.
7. You choose how it files. Manual mode is the default. Auto mode, on Starter plans and above, files only the dispute types and conditions you set.

You can edit the letter before it is saved or filed. ChargeFix cannot promise a win, because the bank decides, and it works with Shopify Payments disputes only, not Stripe or PayPal. The free plan includes 2 filings a month, and paid plans start with a 14 day free trial.

What does a chargeback evidence template plan look like day by day?

Here is a plan counted from the day the dispute opens. It assumes the shortest window, 7 days.

Day	What you do	Done when
Day 0	The dispute opens. The amount and fee leave your balance.	You have seen the email
Day 1	Read the category and due date. Decide to fight or accept.	The decision is written down
Day 2	Gather proof. ChargeFix pulls store data, you add the rest.	Every item is found or marked missing
Day 3	Name, merge and size the files.	Files fit 2 MB each, 4 MB in total
Day 4	Fill the template. Check every line against a file.	Every line points to a file
Day 5	Submit.	Confirmation shows in your admin
Days 6 and 7	Buffer for surprises.	Nothing left to do
Up to 75 days after filing	The bank decides.	A decision arrives

What is different about a chargeback evidence template in Canada?

Most chargeback evidence templates online are written for US stores. These points matter if you run a Canadian store on Shopify Payments.

Topic	What applies in Canada	What to do
Currency	Write amounts as C$	Match the amount on the order
Dates	Use the day, month name and year, such as 22 October 2026	Avoid numeric dates that can be misread
Addresses	Use street, city, province and postal code	Copy them exactly from the order
Dispute fee	C$15 or US$15 by payout currency	Include it in your cost sums
Shopify Protect	US stores only	Do not rely on it
Balance shortfalls	Debited from your bank account, retried after 3 business days	Keep funds available

Writing a chargeback evidence template for the reviewer. The reviewer may not be in Canada. Write plainly, spell out the province, and avoid local shorthand that a reviewer elsewhere could misread.

The rate behind the dispute. Shopify says winning a dispute does not remove it from your chargeback rate, because the rate counts disputes filed, not outcomes. If your rate reaches 1.5% or higher over 90 days, including automatically resolved disputes, Shopify can enrol you in a network dispute resolution program. Disputes then resolve automatically with the full amount refunded, there is no evidence window, and a 10% reserve applies to payouts. No chargeback evidence template can file into that. The free Visa VAMP ratio calculator shows where you stand.

Where to complain. Canada has a Code of Conduct for the Credit and Debit Card Industry, supervised by the Financial Consumer Agency of Canada (FCAC). Merchants can raise complaints with their payment processor, and Shopify Payments (Canada) acknowledges a complaint within 5 business days and decides within 45 days. FCAC is not a dispute resolution agency for individual cases, so it will not overturn a chargeback.

What are the 10 mistakes to avoid with a chargeback evidence template in Canada?

1. Using the wrong chargeback evidence template. Each category has its own proof. Match the template to the label on your dispute.
2. Claiming what you cannot prove. A line without a file damages the lines that are true.
3. Leaving placeholders in your chargeback response letter. A stray "[date]" tells the reviewer you did not check.
4. Sending links. Banks cannot follow them, and Shopify bans external links.
5. Breaking the file rules. More than 2 MB per file, more than 4 MB in total, several files for one type, or the wrong format.
6. Burying the best proof. Put the strongest proof in File 1.
7. Writing about the customer's character. Stick to the transaction.
8. Refunding after the chargeback starts. Shopify does not allow it. The customer must withdraw first.
9. Starting on the last day. A courier site that is down can end your case. Aim to file by day 5.
10. Trusting the automatic response. Shopify sends order data on the due date if you do nothing. That is a minimum, not a case.

FAQs

What is a chargeback evidence template?

It is a fill in the blanks letter that states the customer's claim, lists dated facts that each point to a labelled file, and asks for a decision in your favour. It keeps the response short, consistent and honest. Use the version that matches the dispute category on your Shopify chargeback.

Can one Shopify dispute response template cover all seven categories?

No. Shopify uses seven categories: credit not processed, duplicate charge, fraudulent transaction, product not received, product unacceptable, subscription canceled and general. Each calls for different proof, so use the template for the category shown on your dispute. Using the wrong one makes your response harder for the reviewer to follow.

What file types and sizes can I upload with a chargeback evidence template?

Shopify accepts PDF, JPEG and PNG. Each file can be up to 2 MB, and all files together up to 4 MB. You can submit only one file per evidence type, so merge related documents into a single PDF. Audio, video and links to outside sites are not allowed.

Can I put links in my chargeback response letter?

No. Shopify bans links to outside resources and requests to call or email for more information, and a bank reviewer cannot click a link anyway. Use screenshots of tracking pages, customer messages and checkout pages instead, and label each file clearly.

How long should a chargeback response letter be?

Short. A case line, one sentence stating the claim, four to seven dated facts that each point to a file, one policy sentence and a closing request. The reviewer reads the letter to find where to look, then opens the files. Anything longer risks being skipped.

Should my chargeback evidence template include the customer's emails?

Yes, when they help. A customer message after the delivery date about the product is strong customer acknowledgment, which Shopify ranks second after direct proof. Use screenshots, merge them into one PDF, and refer to the file in your letter. Do not include messages that do not help the case.

What if I do not have the proof a chargeback evidence template asks for?

Delete the line. State only what your records show. If the main proof is missing, such as a delivery record for a product not received claim, the case may be weak, and accepting the dispute and refunding may be the honest option. ChargeFix flags weak evidence and gives a plain verdict.

How early should I submit my evidence?

At least three days before the due date, and earlier if you can. The response window is usually 7 to 21 days, with no extensions, and after the deadline you cannot add evidence. An early, complete case survives a login problem, a courier site that is down or a sick day.

Does a good chargeback evidence template guarantee I win?

No. The bank decides, and Shopify says decisions are final. A good template makes your evidence clear and easy to review, which gives your case a fair chance. It cannot create proof that does not exist or overrule the card company. Be honest about what your records support.

Can ChargeFix fill a chargeback evidence template for me?

Yes. ChargeFix drafts the letter from facts in your records, scores the evidence and leaves out anything it cannot verify, and you can edit it before it is filed. It works with Shopify Payments disputes only. Manual mode is the default, so nothing files until you approve it.

Start free trial with ChargeFix

You now have a template for every category, the file rules and the habits that keep a response honest. What most stores lack is time to fill it before the clock runs out. ChargeFix reads your Shopify order data, shows what is missing, writes the letter from verified facts and files when you approve it, so a complete chargeback evidence template reaches the bank on time.

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 turn every dispute into a complete chargeback evidence template for Canadian merchants? Start free trial

Sources

• Shopify Help Center, Responding to chargebacks and inquiries
• Shopify Help Center, Managing chargebacks in the Shopify admin
• Shopify Help Center, Resolving a chargeback or inquiry
• Shopify Help Center, Network dispute resolution programs
• Shopify Help Center, Chargebacks and inquiries
• Shopify Help Center, Considerations for using Shopify Protect
• Shopify Changelog, Uplift to the disputes evidence form
• Shopify Payments (Canada), Code of Conduct complaint handling
• ChargeFix, chargefix.pro