A Kelowna candle store gets an email at 9 a.m.: "Good news, I called my bank and cancelled the dispute. Everything is fine now." The owner is relieved, closes the tab and does nothing. Five weeks later the C$185 is still gone, the C$15 fee is still gone and the dispute is still open in Shopify admin. The customer did cancel, but a phone call and a friendly email do not move money. What moves it is a chargeback withdrawal letter in Canada: a document on the bank's own letterhead that says the chargeback was cancelled and the funds were put back. This guide covers what that letter must contain, how to ask the customer for it, why banks reject weak versions, how long the process takes and what you do in the meantime, because the evidence deadline keeps running while you wait.
Quick answer: A chargeback withdrawal letter is a document from the cardholder's bank, on official bank letterhead, that states the case number, the original charge date and amount, your store name, confirmation that the chargeback was cancelled and confirmation that the funds were re-debited. A bank statement screenshot is not enough. Shopify says resolution after a withdrawal typically takes 30 to 90 days, and the bank then needs 5 to 10 business days to process the refund. Keep filing evidence before the due date while you wait.
This guide is for you if:
- A customer says they cancelled their dispute, but your Shopify admin still shows it open.
- You need a chargeback withdrawal letter and want to know exactly what it must say.
- You want a script to ask the customer, and a plan for the weeks in between.
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. Suggestions that are ours are marked as ours. This guide is general information and not legal advice, and where a source does not say, this guide says so rather than guess.
TL;DR
- A customer's promise to withdraw is not a withdrawal. The bank must act, and you need its letter.
- The letter needs official bank letterhead, the case number, the charge date and amount, your store name, confirmation of cancellation and confirmation the funds were re-debited.
- A bank statement screenshot does not count.
- Expect 30 to 90 days for resolution, then 5 to 10 business days for the refund.
- The evidence deadline keeps running. File anyway.
Do this today
- Open the dispute and write down the case reference, amount and deadline.
- Reply to the customer with the script below, asking for the letter, not just a cancellation.
- Build your evidence file as if the withdrawal will not happen.
- File before the due date and note the date in your tracker.
- Set a check for day 30 and day 60.
The chargeback withdrawal letter process in one table
| Step | What you do | Why |
|---|---|---|
| 1. Read the dispute | Record the reference, amount and deadline | The window is typically 7 to 21 days |
| 2. Ask the customer | Send the script below | The bank must issue the document |
| 3. Build your file | Prepare evidence as if no withdrawal comes | The clock keeps running |
| 4. File | Submit before the due date | Nothing can be added afterwards |
| 5. Check the letter | Compare it with the six element list | A missing element risks refusal |
| 6. Send it | Attach it with a one line note | It adds proof |
| 7. Wait | 30 to 90 days, then a further 5 to 10 business days | The bank reverses on its own clock |
Why does a chargeback withdrawal letter matter in Canada?
A chargeback withdrawal letter is the paper trail that proves a bank reversed its own chargeback. Without it, the dispute is only a story. With it, the dispute can close in your favour and the money returns.
The reason it matters is how disputes work. When a customer disputes a charge, the bank pulls the amount from your payout right away, and Shopify Payments adds the fee. Both stay gone until the dispute is decided. A customer who later changes their mind has to tell the bank, and the bank has to put the money back through its own process. Shopify cannot do that for them. So the document that proves the bank did its part is the chargeback withdrawal letter.
| Piece | Who holds it | Why it matters |
|---|---|---|
| The dispute | The bank and the card network | It sets the clock |
| The evidence file | You | It is your answer if no withdrawal arrives |
| The withdrawal letter | The bank, via the customer | It proves the bank cancelled |
| The refund to your balance | The bank, after processing | It returns the money |
Is a chargeback withdrawal letter the same as the customer cancelling?
No. Cancelling is what the customer says. Withdrawal is what the bank records. A customer can say "I cancelled" and the bank may still be waiting for a form, a signature or a callback. The letter is the bank's statement that the cancellation went through.
What must a chargeback withdrawal letter say in Canada?
Shopify lists what a chargeback withdrawal letter needs. A letter missing any element risks being refused, so use the list as a checklist.
| Requirement | What it means | Check |
|---|---|---|
| Official bank letterhead | The bank's name and logo on the page | Not a plain email |
| Case number | The bank's dispute reference | Matches the number in Shopify admin where possible |
| Original charge date and amount | The date and C$ amount of the disputed charge | Matches the order |
| Your store name | The merchant as the bank knows it | Matches the billing descriptor |
| Confirmation of cancellation | A line saying the chargeback was cancelled | Uses plain words |
| Confirmation of re-debit | A line saying the funds were put back to the merchant | Not just "dispute closed" |
A bank statement screenshot is not enough. A statement shows a transaction, nothing more. If the customer sends only a screenshot, ask again.
What a good chargeback withdrawal letter looks like (illustration)
[Bank name and logo]
[Date]
Re: Case number [number]
Cardholder: [name]
Merchant: [your store name]
Original charge: C$[amount] on [date]
We confirm that the chargeback on the above charge has been
cancelled at the cardholder's request, and that the funds of
C$[amount] have been re-debited to the merchant.
[Name, title, department, contact details]
This is our illustration of the elements Shopify lists, not a bank form. Banks word these differently. What matters is that every element is present and none is replaced by a vague phrase.
Why does letterhead matter on a chargeback withdrawal letter?
A chargeback withdrawal letter on letterhead shows who issued the document. A plain email from a customer's personal address cannot be checked. A page on the bank's letterhead, with a contact the reviewer could call, can. Shopify asks for it by name, so treat it as non negotiable.
How do you ask the customer for a chargeback withdrawal letter?
Asking for a chargeback withdrawal letter works best when you are polite, specific and quick. The customer wants the dispute gone, and a clear request shows them how. Do not blame, and do not promise anything you cannot control.
Script: asking for the letter (adapt to your case)
Subject: Order #[number]: one step to finish cancelling your dispute
Hi [name],
Thank you for letting us know you cancelled the dispute on order
#[number] (C$[amount], placed [date]). We appreciate it.
To close it on our side, your bank needs to confirm the cancellation
in writing. Could you ask them for a letter on their letterhead that
includes:
- the case number
- the date and amount of the original charge
- our store name, [store name]
- a line saying the chargeback was cancelled
- a line saying the funds were returned to us
A screenshot of your statement unfortunately is not enough. Once you
have the letter, please reply with it attached as a PDF. If it helps,
I can send a plain-language version of this list.
Thank you again,
[Your name], [store name]
| Do | Do not |
|---|---|
| Thank them first | Imply they caused the problem |
| List the exact elements | Say "send proof" with no detail |
| Ask for a PDF | Ask for a photo of a printout |
| Offer to help | Pressure them |
| Keep it to one email | Send three in a day |
If the customer writes in French, reply in French if you can. Our Quebec customers guide covers the language rules we found.
What happens after the chargeback withdrawal letter arrives?
Once the chargeback withdrawal letter reaches Shopify with the dispute, the bank's reversal runs its course. Shopify gives a range of 30 to 90 days for resolution after a withdrawal, then a further 5 to 10 business days for the bank to process the refund. Those are Shopify's ranges, and the pages we found do not break them down further.
| Stage | Typical time | Who acts |
|---|---|---|
| Customer asks the bank to cancel | Days | Customer |
| Bank issues the letter | Varies; not stated by Shopify | Bank |
| Resolution after withdrawal | 30 to 90 days | Bank and card network |
| Bank processes the refund | 5 to 10 business days | Bank |
| Funds reach your balance | In your next payout cycle | Shopify Payments |
Timeline check (illustrative figures)
Chargeback opened = day 0
Evidence due = day 14
Letter received = day 10
Resolution window = days 40 to 100 after withdrawal
Refund processing = 5 to 10 business days after that
Worst case from day 10 = 90 + 14 (10 business days) = about 104 days
Still due day 14: the evidence file.
The arithmetic is plain: even in a good case the money may take months. That is why the evidence file matters.
Can Shopify speed up the withdrawal?
Not in every case. Shopify cannot request early resolution for American Express disputes or for Visa disputes with a Fraudulent code. For other disputes, the pages we found describe early resolution as something Shopify may request, and they do not promise a result. Do not tell a customer or yourself that someone can force a faster outcome.
Why do banks and reviewers reject a chargeback withdrawal letter in Canada?
Most chargeback withdrawal letter rejections come from a missing element or a document that is not clearly the bank's. Check these before you send.
| Reason | Fix |
|---|---|
| Not on letterhead | Ask the bank for an official letter |
| Missing case number | Ask the customer to read it from the bank's file |
| Wrong amount or date | Compare with your order |
| Store name missing or different | Match the billing descriptor |
| Says "closed" but not "cancelled" | Ask for the cancellation line |
| No re-debit statement | Ask for the line about the funds |
| Statement image only | Ask for a proper letter |
| Blurry photo | Ask for a PDF |
If the letter is wrong, do not edit it. Ask the customer to go back to the bank. An altered document damages trust in the whole file.
Should you keep filing evidence before a chargeback withdrawal letter arrives?
Yes. A customer's cancellation does not stop the due date. Shopify tells merchants to submit evidence even when the customer reports cancelling. On the due date Shopify Payments sends a response with the data it holds, and after that no evidence can be added. If the withdrawal stalls, your file is your only voice.
| Situation | Move | Why |
|---|---|---|
| Customer says they cancelled, no letter yet | File evidence | The clock runs |
| Letter in hand, bank processing | File evidence anyway | The refund can take months |
| Letter in hand, you filed already | Send the letter with a note | It adds proof |
| Customer stops replying | File and plan for a decision | The bank may not have acted |
Our deadline guide covers the response window, which is typically 7 to 21 days. We found no extension process.
Should you refund while waiting?
No refund is possible while a chargeback is open, and Shopify says to issue refunds from the Shopify admin when one is possible. Our refund before chargeback guide covers the timing. If the dispute is only an inquiry, a full refund can end it.
What does a chargeback withdrawal letter worked example look like in C$?
Return to the Kelowna candle order, where no chargeback withdrawal letter has arrived, C$185.00. The customer cancelled by phone but sent nothing. Here is the cost of waiting with and without an evidence file.
| Item | Amount |
|---|---|
| Order | C$185.00 |
| Fee | C$15.00 |
| Total out of pocket while open | C$200.00 |
| Fee returned only on a win | C$15.00 |
Path A: letter arrives, bank reverses (illustrative)
Order refunded to balance = +C$185.00
Fee = decided by the outcome; Shopify
returns it on a win
Path B: letter never arrives, evidence filed (illustrative)
Chance the file wins = c = 0.55 (illustrative)
Expected recovery = 0.55 x 200 = C$110.00
Time to file = 45 minutes
Path C: no letter, no file
Response sent with Shopify's data only; chance lower (not published).
We found no Canadian win rates for either path, so the percentage is illustrative. The point is not the number. It is that Path B costs 45 minutes and gives you a position if the bank never acts.
What should your evidence file hold while the chargeback withdrawal letter is pending?
Build the file you would build if the bank never acts. A withdrawal may or may not come, and the evidence is the only part you control. Match the contents to the dispute reason, then rank by strength.
| Dispute reason | Lead with | Then |
|---|---|---|
| Product not received | Carrier delivery record | Customer messages, shipping policy |
| Fraudulent | Address and order history data | Delivery record, terms |
| Credit not processed | Refund transaction record | Return tracking, refund policy |
| Product unacceptable | Pre-shipment photos, quality records | Support tickets, return policy |
| General | Itemized receipt, checkout record | Customer communications, pricing policy |
Add one extra item for a case where the customer says they cancelled: the customer's own message saying so. It shows the customer engaged with you and acknowledged the order. Shopify lists customer communications for several reasons, and this message is a strong one. Save it with the date visible. Our customer emails guide shows how to turn a thread into a clean file.
Cover note when a withdrawal is pending (adapt to your case)
Order #[number], C$[amount], placed [date].
Dispute reason: [reason]. Case number: [number].
The cardholder told us on [date] that they cancelled the dispute with
their bank. We have asked for the bank's written confirmation and have
not yet received it. We are filing our evidence now so the response is
complete before the due date.
Attached:
1. [Direct proof]: [what it shows]
2. Customer message of [date] saying the dispute was cancelled
3. [Policy]: [version and date]
The note is neutral and factual. It does not claim the dispute is withdrawn, because it is not until the bank acts.
How do you track a chargeback withdrawal letter request?
A simple tracker prevents the most common failure: forgetting. Use one row per disputed order and update it when anything changes.
| Field | Example |
|---|---|
| Order | #4821 |
| Amount | C$185.00 |
| Fee | C$15.00 |
| Case number | From admin or the bank |
| Due date | 2026-11-06 |
| Customer asked | 2026-10-24 |
| Letter received | Blank until it arrives |
| Evidence filed | 2026-10-29 |
| Next check | Day 30 |
| Status | Open |
Weekly check (adapt to your case)
For each open row with a pending withdrawal:
1. Is the evidence filed? If not, file today.
2. Has the letter arrived? If yes, check the six elements.
3. Is it day 30 or day 60? If yes, check the status in admin.
4. Has anything changed in the customer's replies? Note it.
If you also run a Shopify chargeback audit once a quarter, this tracker is the raw material for it.
What if the chargeback withdrawal letter arrives after the due date?
The evidence form closes on the due date, so a letter that arrives later cannot be added there. Shopify says that after the due date no evidence can be submitted, and that if the status is Lost or Under review after the deadline you should contact Shopify Support. We found nothing that says Support will accept a late letter, so treat that as a request, not a promise.
| Timing | What to do |
|---|---|
| Letter arrives before you file | Include it in the evidence |
| Letter arrives after you file, before the due date | Check whether you can still add or replace a file in the form |
| Letter arrives after the due date | Contact Shopify Support, quoting the dispute and attaching the letter |
| Status shows Lost after a withdrawal | Write to Shopify Support, citing the dispute and the letter |
Keep the wording in a Support message short and factual.
Message to Shopify Support (adapt to your case)
Subject: Dispute [number], order #[number]: bank withdrawal letter
The cardholder withdrew the dispute on [date]. We received the bank's
letter on [date] (attached). It states the case number, the original
charge of C$[amount] on [date], our store name and that the chargeback
was cancelled and the funds re-debited.
The dispute status is [status]. Could you tell us what further step,
if any, is needed?
What does a rejected chargeback withdrawal letter look like, and how do you fix it?
Take a second Canadian example. A Moncton tea shop receives a letter for a C$120 order. It looks official, but it is missing the re-debit line and the case number.
| Element | Present? | Fix |
|---|---|---|
| Official letterhead | Yes | None |
| Case number | No | Ask the customer to read it from the bank's file |
| Charge date and amount | Yes | None |
| Store name | Yes | None |
| Cancellation line | Yes | None |
| Re-debit line | No | Ask for the line about the funds |
Follow up to the customer (adapt to your case)
Hi [name],
Thanks for sending the letter. It is close. Your bank also needs to
include the case number and a line confirming the funds were returned
to us. Could you ask them for an updated version and send it as a PDF?
Thank you,
[Your name]
Do not try to supply the missing details yourself. A letter must come from the bank in full.
What records should you keep after a chargeback withdrawal letter?
Keep the paper for as long as you might need it. Shopify keeps past policy versions for 2 years, which is a useful marker for your own retention.
| Record | Keep |
|---|---|
| The chargeback withdrawal letter | Original PDF and a copy |
| The customer's request and replies | The whole thread, original language |
| Your filed evidence | The exact files sent |
| The Shopify dispute page | A dated capture of the final status |
| Payout records | The line showing the funds returned |
How do you handle a customer who goes quiet?
Send one polite follow up after a few days, then stop. A customer who said they would cancel and then disappears may have forgotten, may have changed their mind or may be waiting on the bank. You cannot tell which, and pressing does not help.
| Day | Action |
|---|---|
| Day 0 | Send the script |
| Day 3 | One short follow up |
| Day 5 | File evidence regardless |
| After | Wait for the decision; do not chase |
Our friendly fraud guide covers customers who dispute after receiving what they ordered, which is often how these cancellations start.
How does ChargeFix help while a chargeback withdrawal letter is pending?
A chargeback withdrawal letter means mostly waiting, and the risk is forgetting the due date while you wait. ChargeFix handles the part you control.
- Dispute fetched. ChargeFix fetches the chargeback when it opens, so the reference, amount and deadline sit on one list.
- Records read. It reads the order, tracking, refund and message data.
- Evidence scored. It flags what is present and what is missing, with a plain verdict: worth fighting, improve the evidence first or weak evidence.
- Letter from facts. The response is drafted only from verified facts, so the evidence file does not claim anything your records 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 make a bank issue a letter, it cannot speed up a withdrawal and it cannot promise a win. 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 chargeback withdrawal letter look like?
| Day | What you do | Done when |
|---|---|---|
| Day 0 | Read the dispute; note case number, amount, due date | Written down |
| Day 0 | Send the script to the customer | Email sent |
| Day 1 to 3 | Gather evidence as if no withdrawal is coming | Files collected |
| Day 4 | Build and size-check the files | Within limits |
| Day 5 | File evidence | Confirmation in admin |
| Day 7 | If the letter arrives, check it against the table above | Every element present |
| Day 8 | Send the letter and a one line note | Sent |
| Day 30 | Check dispute status | Noted |
| Day 60 | Check again; contact Shopify Support if the status looks wrong | Noted |
| Up to day 100 | Expect resolution and the refund processing | Money in balance |
Our file size guide shows how to keep each file within PDF, JPEG or PNG at 2 MB each.
What is different about the Canadian chargeback withdrawal letter?
| Topic | What applies in Canada | What to do |
|---|---|---|
| Fee | C$15 or US$15 by payout currency, returned only on a win | Cost the case in your payout currency |
| Response window | Typically 7 to 21 days | Plan for the shortest |
| Bank letters | Canadian banks issue letters in English or French | Accept either; keep the original |
| Complaints | Shopify Payments (Canada) acknowledges within 5 business days, decides in writing within 45 days | Raise a complaint with your processor first |
| Oversight | The Financial Consumer Agency of Canada supervises the Code of Conduct but does not decide individual disputes | A complaint does not move a due date |
| Card brands | Visa, Mastercard and American Express each have rules | Read the reason code |
| Shopify Protect | US stores only | It does not cover Canadian stores |
French letters. If a Quebec cardholder's bank issues the chargeback withdrawal letter in French, keep the original and add a one line English summary. Our Quebec customers guide explains why.
Amex. American Express disputes cannot be sent for early resolution by Shopify. Read our Amex guide for how those disputes run.
Where to complain about a chargeback withdrawal letter. Shopify Payments (Canada) acknowledges a complaint within 5 business days and gives a final written decision within 45 days. A complaint does not change a due date.
What are the 10 mistakes to avoid with a chargeback withdrawal letter?
- Treating "I cancelled" as done. Only the bank can cancel.
- Accepting a statement screenshot. Ask for the letter.
- Skipping the case number. Every chargeback withdrawal letter needs it.
- Skipping the re-debit line. Cancellation alone does not prove the funds moved.
- Waiting to file evidence. The clock keeps running.
- Editing a bank letter. Ask the bank for a corrected one.
- Pressuring the customer. A polite request works better.
- Refunding during an open chargeback. Shopify does not allow it.
- Expecting a fast refund. The range runs from 30 to 90 days.
- Losing track of dates. Set reminders for day 30 and day 60.
Frequently asked questions
What is a chargeback withdrawal letter?
It is a document from the cardholder's bank, on official letterhead, confirming the bank cancelled the chargeback and put the funds back with you. Shopify asks for it when a customer says they cancelled a dispute, and it must name the case, charge, store and cancellation. A customer's email alone does not count.
What must a chargeback withdrawal letter include in Canada?
Shopify lists official letterhead, a case number, the date and amount of the original charge, your store, a cancellation line and a line saying the funds went back to you. Screenshots of statements fall short. If an element is absent, ask the customer to return to the bank for a corrected version.
How long does a chargeback withdrawal take to resolve?
The range Shopify gives is 30 to 90 days, followed by 5 to 10 business days of bank processing. The pages we found give no further breakdown, so plan for the longer end, keep your own dates in a tracker and keep filing evidence meanwhile.
Should I still submit evidence if the customer says they cancelled?
Yes. Shopify tells merchants to submit evidence even when a customer reports cancelling. Once the deadline passes, nothing can be added. On that date Shopify Payments sends a response with the data it holds, which is thin without your narrative.
Can a bank statement screenshot replace the letter?
No. Shopify rules out statement screenshots. A statement shows a transaction, not that the bank cancelled a chargeback and sent the funds back. Ask the customer for a letter on bank letterhead with the case number, charge details and both confirmations.
Can Shopify request early resolution after a withdrawal?
Sometimes, but not always. Shopify cannot request early resolution for American Express disputes or for Visa disputes with a Fraudulent code. For other disputes, Shopify promises no faster outcome, so do not plan around it. Keep your evidence on track and treat any speed up as a bonus.
What if the customer will not get the letter?
File your evidence by the due date and let the dispute run to a decision. Shopify says a review takes up to 75 days and decisions are final. Without a letter there is no proof the bank cancelled, so your evidence file is your position. Do not pressure the customer; one polite follow up is enough.
Can I refund the customer while waiting?
Not while a chargeback is open. Shopify does not allow a refund on an open chargeback, and issuing refunds from the Shopify admin is the recommended route when one is possible. If the dispute is still an inquiry, a full refund ends it, so check the status first.
Will I get the C$15 fee back after a withdrawal?
Shopify says the fee is returned only when you win the chargeback. Shopify does not say how a withdrawal affects the fee, so check the outcome in your Shopify admin and, if it looks wrong, contact Shopify Support with the dispute number. Do not assume it comes back automatically.
How does ChargeFix help with a chargeback withdrawal letter?
ChargeFix fetches the dispute, reads your order and tracking data, scores the evidence and drafts the letter from verified facts, so your response is ready if the bank never acts. It cannot make a bank issue a letter or promise a win. In Manual mode, the default, you review and file each response.
Start free trial with ChargeFix
You now have the six element checklist, a script to ask the customer, a timeline and a plan for the weeks while the bank works. What most stores lack is the discipline to file evidence while a chargeback withdrawal letter is pending. ChargeFix fetches the dispute, reads your Shopify order data, shows what is missing and writes the response from verified facts, so a customer's promise never costs you the deadline. Manual mode keeps the filing in your hands, and Auto mode is there if you switch it on.
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 handle your next chargeback withdrawal letter in Canada with the evidence already filed? 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"
- ChargeFix, "chargefix.pro"
- Stripe, Dispute evidence best practices: further reading on how to format convincing evidence
- Adyen, Manage disputes: further reading on how another payment provider handles disputes
01Dispute process
02Dispute process
03Dispute process
04Chargeback guides
05Chargeback guides
06Cards and networks