A Calgary furniture store has everything it needs to win a C$640 dispute: a signed delivery record, six phone photos of the sofa at packing, a thread of nineteen emails and a dated shipping policy. At 4:40 on the last afternoon, the upload fails. The photos are 3.8 MB each. The email thread is a 6 MB PDF with every logo embedded. The policy is a 60 page export. Nothing in the evidence is weak, and none of it fits. The Shopify dispute evidence file size rules are short, strict and easy to meet if you know them before the last afternoon. This guide lists the limits, explains what "one file per type" does to a big case, shows exactly how to shrink, merge and convert files with tools you probably already have, and gives you a pre-flight check that takes two minutes.
Quick answer: Shopify's evidence pages set the file size rules: PDF, JPEG and PNG files only. Each file can be up to 2 MB and all files together up to 4 MB. You can attach one file per evidence type, and links, audio and video are not accepted. If you have more material than that, merge related items into a single PDF per type, resize photos, print web pages and email threads to PDF with images off, and keep your strongest proof first. One vendor adds that PDFs should be under 50 pages and in PDF/A format, which we could not confirm on Shopify's pages, so staying inside both is the safe habit.
This guide is for you if:
- You sell on Shopify in Canada with Shopify Payments and have had an upload rejected or a file come out unreadable.
- Your evidence is mostly phone photos, screenshots and email threads that are too large.
- You want a repeatable routine that makes every file fit before the due date, not on it.
Last updated: 24 October 2026
Disclosure: ChargeFix publishes this guide and sells an app that helps with Shopify Payments disputes. The Shopify rules come from Shopify's Help Center, listed at the end, and one vendor glossary is marked where used. This guide is general information and not legal advice. Where a source does not say, this guide says so rather than guess.
TL;DR
- Allowed types are PDF, JPEG and PNG. Links and media files are not accepted.
- The file size caps are 2 MB per file and 4 MB for everything together, with one file per evidence type.
- The fix for most failures is the same: merge, resize, print to PDF with images off, and repeat until the total is under 4 MB.
- A vendor wants PDFs of 50 pages or fewer in PDF/A. Shopify's pages we read do not say so, but staying inside both costs nothing.
- The typical response window is 7 to 21 days and nothing can be added after the due date, so test your files on day three.
Do this today
- Open the dispute and count the evidence fields in the form, because each takes one file.
- Make a list of every item you want to attach and which field it belongs to.
- Merge items that share a field into one PDF.
- Check each file is under 2 MB and the total is under 4 MB.
- Open each file once, at full zoom, to confirm the text is readable.
Shopify dispute evidence file size limits: the process in one table
| Step | What you do | Why |
|---|---|---|
| 1. Count the fields | Open the evidence form and note each slot | Each slot takes one file |
| 2. Assign material | List which items belong in which slot | You cannot add a second file to a slot |
| 3. Merge | Combine items for one slot into one PDF | Respects one file per type |
| 4. Shrink | Resize photos, print pages with images off | Fits the 2 MB cap |
| 5. Total | Add all sizes | Must stay under the 4 MB combined cap |
| 6. Check | Open each file at full zoom | A reviewer must be able to read it |
| 7. Upload early | Submit before your internal cutoff | A rejection leaves time to fix it |
What are the file size and format rules for Shopify dispute evidence?
Shopify's evidence pages set out five rules. They are short enough to memorize and strict enough that one breach causes a rejection.
| Rule | Limit | Practical meaning |
|---|---|---|
| Allowed types | PDF, JPEG, PNG | Convert anything else before uploading |
| File size, each | 2 MB | A single phone photo can exceed this |
| File size, in total | 4 MB | Two full size files may already fill it |
| Count | One file per evidence type | Merge related material into one file |
| Not accepted | Links, audio, video | Replace them with a screenshot or a transcript |
The table is the whole file size rulebook as far as Shopify's pages we read go. The pages do not say whether "MB" means 1,000,000 or 1,048,576 bytes. For file size, treat 1.9 MB as your ceiling per file and 3.8 MB as your ceiling in total, and the question never matters.
What does a vendor add about PDFs?
A Chargeflow glossary page says a PDF should run to fewer than 50 pages and be in PDF/A format. We did not find either rule on the Shopify pages we read, so treat the claim as vendor advice, not Shopify policy. It costs little to follow: a 50 page PDF is rarely needed in a dispute, and PDF/A is a standard that many PDF tools offer on export. If an upload fails for a reason that is not size or type, trying a PDF/A version is a reasonable thing to test.
What does one file per evidence type mean for file size?
The evidence form has a set of fields, and each takes one file. The fields differ by dispute reason, so open the form and count them rather than rely on a list from another store. If you have five emails for the customer communication field, you cannot attach five files. You attach one PDF that holds all five.
| Field | Typical material | How to make one file |
|---|---|---|
| Customer communication | Emails, chat, support tickets | Print each to PDF and merge, oldest first |
| Shipping documentation | Tracking page, delivery record, signature | Merge into one PDF, delivery record first |
| Policy | Shipping, return or cancellation policy | One PDF, dated, only the relevant pages |
| Product or listing | Dated listing, photos | One PDF with pages for each photo |
| Receipt or order record | Itemized receipt, order timeline | One PDF, receipt first |
The field names in the table are examples. The point is the method: one slot, one merged PDF, strongest item on the first page. A reviewer who opens the file sees the best proof before they scroll.
Which material goes first?
Shopify's suggested order of evidence is direct proof, acknowledgment, policy and context. Apply the same order inside each merged file. In a shipping file, the carrier delivery record comes before the tracking history. In a communication file, the customer's message that contradicts the claim comes before the routine confirmations.
How do you plan the file size budget across slots?
Count the slots, then divide. If the form has six slots, the average file can be about 650 KB. In practice a delivery photo will take more than a policy page, so allocate by value.
File size budget planner (example with six slots)
Total ceiling in all: 3.8 MB (safe margin under 4 MB)
Per-file ceiling: 1.9 MB
Slot Plan Target size
1. Delivery record + photo merged PDF 900 KB
2. Customer emails merged PDF 600 KB
3. Shipping policy 2 pages 150 KB
4. Itemized receipt 1 page 100 KB
5. Checkout screenshot 1 JPEG 400 KB
6. Order timeline 1 page 150 KB
Sum of targets: 2.3 MB (leaves 1.5 MB spare)
If the sum goes over, cut in this order: context first, then policy pages that do not apply, then duplicate screenshots, and last of all direct proof. Never cut the one item that answers the claim.
How do you cut file size on a PDF?
File size problems in PDFs come from images, not text. A PDF of text only, even forty pages, is usually small. A PDF with embedded logos, tracking maps and photos is not. Four routes, easiest first.
| Route | How | Good for |
|---|---|---|
| Print to PDF from the browser | Open the page, choose Print, pick Save as PDF, untick background graphics | Web pages, emails, policies |
| Export at lower quality | Many PDF viewers offer "reduce file size" on export or save | Anything already a PDF |
| Remove pages | Keep only the pages that matter | Long policies, long threads |
| Command line compression | Ghostscript, shown below | Large PDFs you cannot fix otherwise |
Compress a PDF with Ghostscript (macOS and Linux; Windows uses gswin64c)
gs -sDEVICE=pdfwrite -dCompatibilityLevel=1.4 \
-dPDFSETTINGS=/ebook -dNOPAUSE -dQUIET -dBATCH \
-sOutputFile=small.pdf big.pdf
Presets, from smallest to largest:
/screen lowest quality, smallest file
/ebook good balance for dispute evidence
/printer higher quality, larger file
Compress, then open the result and read it at full zoom. If a figure or a date has become fuzzy, go one preset up or crop the page instead.
How do you cut file size on photos and screenshots?
Cut photo file size by resizing first, then lower the quality a little. A phone photo at 4000 pixels wide is far more than a reviewer needs. Around 1600 pixels on the long side is plenty for a delivery photo or a serial number.
Cut file size with ImageMagick 7
magick photo.jpg -resize '1600x1600>' -quality 80 photo-small.jpg
Convert a PNG screenshot to a smaller JPEG
magick screenshot.png -resize '1600x1600>' -quality 85 screenshot.jpg
Check sizes
ls -lh photo-small.jpg screenshot.jpg
| Material | Better format | Why |
|---|---|---|
| Photos of items and doors | JPEG | Smaller for photographic detail |
| Screenshots of text pages | PNG or a PDF | Sharper text; but crop to reduce size |
| Scanned documents | Keeps pages together | |
| Serial number close-ups | JPEG | Legible at modest size |
No command line? Most phones and computers have a built in way to resize: the share sheet on a phone usually offers a smaller size, and common preview apps have an Adjust Size or Export Quality option. Use whichever you know. The target is the same.
What about iPhone photos?
iPhones can save photos in a format called HEIC, which is not one of Shopify's allowed types. The phone's camera settings have a Most Compatible option that saves JPEG instead, and sharing a photo from the phone often converts it automatically. If you hold HEIC files, convert them to JPEG before upload. Check the file after conversion, because some tools produce large files.
How do you merge several items into one PDF without breaking the file size limit?
Merging is how you respect one file per type. Put the strongest item first, then the rest in date order.
Merge PDFs with qpdf
qpdf --empty --pages delivery.pdf tracking.pdf signature.pdf \
-- shipping-documentation.pdf
Count the pages in the result
qpdf --show-npages shipping-documentation.pdf
| Method | Steps | Notes |
|---|---|---|
| Browser print | Open each item, print to PDF, then combine | Slow but needs no tools |
| Preview style apps | Drag pages into one document and export | Fast on a computer |
| Command line | qpdf as above | Best for repeat use |
| Phone scanner apps | Scan several pages into one document | Good for paper records |
After merging, check the page order and the total size before you move on. If the merged file is over 2 MB, compress it before you start the next slot.
How do you replace links, audio and video?
Shopify's pages say they are not accepted. Replace each with something that is.
| You have | Replace with |
|---|---|
| A link to a tracking page | A dated screenshot or a print to PDF of the page |
| A link to a policy page | A dated PDF of the policy |
| A voicemail | A written note you made at the time, with the date and caller details |
| A video of packing | Three still frames from it, with the date written on the page |
| A shared folder link | The files themselves, merged |
| A chat window | A transcript exported or printed to PDF |
A link is not just unaccepted; it also expires. A reviewer cannot rely on something that might change. Capture the page on the day.
How do you keep text readable when you cut file size?
A file that fits and cannot be read is worse than a missing file, because it wastes the slot. Check three things on every file before you upload.
| Check | How | Fix if it fails |
|---|---|---|
| Text legible at full zoom | Open and zoom to 100 percent | Go up one quality preset or crop |
| Dates and amounts visible | Look for the figures that matter | Enlarge that area, crop the rest |
| Order of pages | Page through once | Re-merge in the right order |
| No cut-off edges | Look at all four margins | Re-print with the full page |
| Colours not needed | Print in grayscale if colour adds weight | Save a grayscale copy |
Screenshots of long web pages often scale down until the text is tiny. Crop to the part that matters, and capture a second screenshot for another part, then merge.
What does a pre-flight file size check look like?
Two minutes, every time, before you press submit.
Pre-flight file size check for dispute evidence
[ ] Due date is at least 2 days away
[ ] Every file is PDF, JPEG or PNG
[ ] Every file is 1.9 MB or less
[ ] All files together are 3.8 MB or less
[ ] One file per evidence slot; related items merged
[ ] No links, audio or video; replaced with screenshots or notes
[ ] Strongest proof is first in each merged file
[ ] Each file opened at full zoom; text readable
[ ] Files named clearly: 01-delivery.pdf, 02-emails.pdf ...
[ ] A copy of every file saved outside the upload form
Save a copy of everything outside the form. A rejected upload sometimes clears fields, and a saved set lets you retry without redoing the work.
How do you name and organize files so the right one fills the right slot?
With one file per slot, a mix-up is expensive: the delivery record in the policy slot is a wasted slot. A naming habit prevents it and also makes your own file size check faster, because you can sort the folder and read the sizes in one glance.
Naming convention (adapt to your store)
[two digit order]-[slot]-[short description].[type]
01-shipping-delivery-record.pdf
02-communication-email-thread.pdf
03-policy-shipping-dated.pdf
04-receipt-itemized.pdf
05-product-packing-photos.pdf
06-timeline-order-log.jpg
Keep names plain: letters, digits and hyphens, no accents or spaces.
| Habit | Why it helps |
|---|---|
| Number the files in priority order | The strongest proof is first in your own list too |
| Put the slot name in the file name | You cannot attach the wrong file to the wrong field |
| Keep a plain character set | Odd characters sometimes cause upload trouble |
| One folder per dispute | Everything for the case sits together, and you can see the total file size |
| Keep the originals | You can rebuild a file at higher quality if one comes out fuzzy |
The plain character advice is a habit, not a Shopify rule. We found no page that lists restrictions on file names, so we are not claiming any.
What should an attachment index say about file size?
Add a short index to your summary so a reviewer knows what each file is. It also gives you a last chance to catch a file that is missing or too heavy. Keep it to one line per file.
Attachment index (put at the end of your one page summary)
File 1 01-shipping-delivery-record.pdf 780 KB Carrier delivery record with signature
File 2 02-communication-email-thread.pdf 520 KB Customer emails, 8 to 20 Sept
File 3 03-policy-shipping-dated.pdf 140 KB Shipping policy as of order date
File 4 04-receipt-itemized.pdf 210 KB Itemized receipt
File 5 05-product-packing-photos.pdf 900 KB Six packing photos, one per page
File 6 06-timeline-order-log.jpg 300 KB Order timeline screen capture
Total file size: 2.85 MB
If the total in the index is over 3.8 MB, fix it before you upload, not after. The index also protects you if the form rejects a file: you know which one failed and how big it was.
What should you check when an upload fails?
Shopify's pages we read do not list the error messages, so this table is a set of things to check, not a statement of what the form says.
| Check | How | Fix |
|---|---|---|
| Type | Look at the extension | Convert to PDF, JPEG or PNG |
| Size of this file | List the folder with sizes | Compress below 1.9 MB |
| Total file size | Add all the sizes | Compress or cut until under 3.8 MB |
| Count | Count files against slots | Merge related items |
| Damaged file | Open it in another viewer | Re-export from the original |
| Protected PDF | Try opening in a browser | Print to PDF to make an unprotected copy |
| Odd characters in the name | Look at the file name | Rename with letters, digits and hyphens |
| A stale page | Reload the form in a fresh window | Re-attach the files |
Work through the list in order, from the cheapest check to the most work. Most failures are the first three, which is why the pre-flight file size check puts them first.
What does a worked example of a file size fix look like?
Back to the Calgary sofa, C$640. The store had nine items and six slots. Here is the plan that fits.
| Slot | Items merged | Before | After |
|---|---|---|---|
| Shipping documentation | Delivery record, signature, tracking page | 2.1 MB in three files | 780 KB, one PDF |
| Customer communication | Nineteen emails | 6.0 MB with logos | 520 KB, printed with images off |
| Policy | Shipping policy, 60 page export | 3.4 MB | 140 KB, the 2 relevant pages |
| Product photos | Six phone photos | 3.8 MB each | 900 KB, one PDF with six pages at 1600 px |
| Receipt | Itemized receipt | 210 KB | 210 KB |
| Order timeline | Order screen capture | 1.2 MB | 300 KB, cropped JPEG |
Total after: 2.85 MB, with every file under 2 MB. The file size now fits with room to spare, and the strongest items are first in each file.
Value of getting the files right (illustrative figures)
Amount at stake = 640 + 15 fee = C$655.00
Chance of winning with a full file = c1 = 0.55 (illustrative)
Chance with only the data Shopify holds = c2 = 0.15 (illustrative)
Extra expected recovery = (0.55 minus 0.15) x 655 = C$262.00
Time to fix the files = 45 minutes, call it C$23
A file that will not upload is worth the same as no file.
The win chances are illustrative, and we found no published Canadian figures. The lesson holds under many numbers: on a large order, 45 minutes of file work is cheap next to the gap a full file makes. And on the last afternoon, a file that will not fit gives the card company only the data Shopify already holds.
What if file size problems leave you out of time?
If the due date is near and files still fail, cut instead of struggling. Shopify's page says Shopify Payments sends a response on the due date even if you added no evidence, and nothing can be added afterwards.
| Hours left | Do this | Skip this |
|---|---|---|
| 24 or more | Merge, shrink and test as above | Perfect formatting |
| 6 to 24 | Upload the direct proof and one summary, each under 1 MB | Context items and extra policy pages |
| Under 6 | Upload the single strongest item, even as a plain screenshot | Anything that might fail again |
| Past the due date | Contact Shopify Support only if the status looks wrong | Hoping the form reopens |
Our deadline guide covers the clock, and our auto submit guide explains what Shopify sends if you file nothing.
How does ChargeFix help with evidence file size?
Files are the last mile of a dispute. Before them comes the work of finding the proof and writing the argument. ChargeFix is built for that part, for Shopify Payments disputes.
- Dispute fetched. ChargeFix fetches the chargeback when it opens, so the reason, amount and due date are on one list.
- 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, 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 you know which exhibits to prepare and what each should 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. The size and format checks in this guide are yours to run before you attach files. 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 look like for evidence file size?
| Day | What you do | Done when |
|---|---|---|
| Day 0 | Read the dispute; count the evidence fields | Slot list written |
| Day 1 | Decide the claim and the strongest proof | Priority list written |
| Day 2 | Collect items; request carrier records | Items saved |
| Day 3 | Merge, shrink and test every file | All files under the caps |
| Day 4 | Draft the summary; run the pre-flight check | Check passes |
| Day 5 | Upload and file | Confirmation in admin |
| Day 6 | Fix any rejected upload | Nothing outstanding |
| Day 7 | Due date; do nothing unless something failed | Finished |
| Up to 75 days later | Decision arrives | Note what mattered |
Shopify's chargeback page gives a typical 7 to 21 days and we found no extension process. If your window is longer, use the extra days to chase records, not to start the files late.
What is different about Shopify dispute evidence file size in Canada?
| Topic | What applies in Canada | What to do |
|---|---|---|
| Fee | C$15 or US$15 by payout currency, returned only on a win | Cost each case in your payout currency |
| Response window | Typically 7 to 21 days | Plan for the shortest |
| Delivery proof | Canada Post confirmation online for 45 days after delivery | Download and print to PDF before it expires |
| Language | Quebec buyers may write in French | Keep the original and add a short English note on the cover page |
| 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 |
Canada Post records. The delivery confirmation lives online for a limited time, so print it to PDF early. Our Canada Post proof of delivery guide shows what to capture.
Bilingual files. If a Quebec customer writes in French, do not translate away the evidence. Keep the original and add a one line English summary beside it, in the same PDF. Our Quebec customers guide covers the language rules we found.
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. A complaint does not move a due date.
What are the 10 mistakes to avoid with Shopify dispute evidence file size?
- Uploading raw phone photos. One can exceed the 2 MB cap.
- Saving screenshots at full resolution. Resize or crop first.
- Attaching links. They are not accepted and they expire.
- Sending five files for one slot. Merge them into one PDF.
- Ignoring the 4 MB total. Several valid files can still break it.
- Shrinking until unreadable. Check every file at full zoom.
- Putting weak material first. Lead with direct proof inside each file.
- Leaving formatting for the last day. Test files on day three.
- Forgetting HEIC. Convert iPhone photos to JPEG.
- Not saving copies. Keep every file outside the upload form.
Frequently asked questions
What file types does Shopify accept for dispute evidence?
PDF, JPEG and PNG. Links, sound files and video clips are not accepted, so replace them with screenshots, printed pages or written notes. Convert other formats, such as HEIC from an iPhone, before uploading and open the converted file to check it.
What is the file size limit for Shopify dispute evidence?
Each file can be up to 2 MB, and all files together up to 4 MB. You can attach one file per evidence type. Aim for 1.9 MB per file and 3.8 MB in total so the definition of a megabyte never causes a rejection.
What does one file per evidence type mean?
Each evidence field in the form takes a single file. If you have several items for one field, such as five emails, merge them into one PDF with the strongest item first. Count the fields in your form before you start, because they differ by dispute reason.
How do I cut file size on a PDF that is too large?
Print the page to PDF from your browser with background graphics off, remove pages you do not need, or compress with a tool such as Ghostscript using the ebook preset. Open the result at full zoom to confirm the text is still readable before you upload.
How do I convert iPhone photos for a dispute?
iPhones can save HEIC photos, which Shopify does not list as allowed. Switch the camera format to the most compatible option, or share the photo in a way that converts to JPEG, then resize it and check the size. Combine several photos into one PDF to respect one file per type.
Do PDFs need to be under 50 pages or PDF/A?
A Chargeflow glossary says so, but we did not find the rule on the Shopify pages we read, so treat it as vendor advice. Keeping to 50 pages or fewer and offering PDF/A costs little, and it is worth trying if an upload fails for a reason that is not size or type.
Can I add more files after the due date?
No. Shopify says that after the due date no evidence can be submitted. On the due date Shopify Payments sends a response with the data it holds even if you filed nothing. Test your files on day three so a rejection leaves time to fix it.
What if my file size is still too big?
Cut in order: context items, policy pages that do not apply, duplicate screenshots, and last of all direct proof. Upload the strongest item first and a short summary. A smaller file that is readable beats a larger one that is rejected or fuzzy.
Should I upload photos or PDFs to keep file size down?
Use whichever fits the field and the size. Photos of items and doors suit JPEG. Screenshots of text pages suit PDF or PNG. To respect one file per type, put several photos in one PDF, one per page, at about 1600 pixels on the long side.
How does ChargeFix help with evidence files?
ChargeFix reads your order, tracking and refund data, flags missing proof and drafts the letter from verified facts, so you know which exhibits to prepare. It does not promise a win, and the size and format checks in this guide are yours to run. In Manual mode, the default, you review and file each response.
Start free trial with ChargeFix
You now have the five rules, a 4 MB budget planner, shrink and merge commands, a replacement table for links and video and a pre-flight check for Shopify dispute evidence file size. What most stores lack is the time to find the proof, decide what leads and fit it all before a 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 file every dispute inside the Shopify dispute evidence file size limits for Canadian stores? Start free trial
Sources
- Shopify Help Center, "Responding to chargebacks and inquiries"
- Shopify Help Center, "Resolving a chargeback or inquiry"
- Shopify Payments (Canada), "Code of Conduct complaint handling"
- Chargeflow, "Shopify dispute", vendor glossary, source of the 50 page and PDF/A claims only
- ChargeFix, "chargefix.pro"
01Chargeback guides
02Dispute process
03Evidence
04Chargeback guides
05Chargeback guides
06Fraud and prevention