A customer opens your parcel on Friday, decides the jacket is not for them and emails on Tuesday: "I'd like to cancel and get my money back." You say the item is sold as final. They say you have no choice. Who is right? Under the Consumer Contracts Regulations, for most online orders to UK consumers, the customer is right, and if you refuse wrongly they can ask their bank to take the money back.
The Consumer Contracts Regulations give UK shoppers a 14-day cancellation right on most online purchases, from the day they place the order to 14 days after the goods arrive, with a refund due within 14 days of the goods coming back. A short list of exceptions exists. Get the Consumer Contracts Regulations process right and a cancellation costs you a return parcel. Get it wrong and it becomes a dispute.
This guide is for you if:
- You sell goods online to UK customers from a Shopify store and want a clear refund process that follows the Consumer Contracts Regulations.
- You have been sent a "credit not processed" dispute and are not sure whether the Consumer Contracts Regulations entitled the customer to cancel.
- You sell personalised items or sealed goods and want to know what to say, and what to show a bank, when you refuse.
Last updated: 19 October 2026. Written by the ChargeFix team. Reviewed against sources on 19 October 2026. General information, not legal advice.
The 30-second answer (TL;DR)
- Under the Consumer Contracts Regulations, a customer can usually cancel an online order from the moment they place it until 14 days after they receive the goods, and must tell you within that window.
- After telling you, they have a further 14 days to send the goods back. You should refund within 14 days of getting them back.
- Customers usually pay the return postage unless you agreed to cover it. You refund the standard delivery charge, but not the extra for express delivery if the order arrived on time.
- Exceptions include personalised items, perishables, and sealed items opened where the seal matters. Faulty goods are a separate right.
- A refused cancellation that was valid is the main cause of "credit not processed" disputes. Answer fast, in writing, and keep the trail.
Do this today (10 minutes):
- Open your returns policy and check it says the customer has 14 days after receipt to cancel, then 14 days to return.
- Check it says who pays return postage and states the exceptions you rely on.
- Make sure the policy is linked from your footer and your order confirmation email.
A policy that follows the Consumer Contracts Regulations and is easy to find is your first piece of evidence in any dispute.
From dispute to decision
| Stage | What happens | Your move |
|---|---|---|
| Order | The customer pays and the cancellation clock starts | Show the policy at checkout |
| Delivery | The goods arrive and the 14-day window runs from here | Record the delivered date |
| Cancellation | The customer tells you they want to cancel | Reply in writing within a day |
| Return | The customer sends the goods back within 14 days | Give clear return instructions |
| Refund | You refund within 14 days of the goods coming back | Refund and save the confirmation |
| Dispute | A refund that is refused or late can become a "credit not processed" claim | Respond with the policy and the trail |
What are the Consumer Contracts Regulations, in plain English?
The Consumer Contracts Regulations are the UK rules that give consumers a cooling-off right when they buy from a business online, by phone or by post. In short, a shopper who has never seen the goods in person gets time to look at them, the way they could in a shop, and send them back for a refund.
The key words are "distance sale". If a customer buys from your Shopify store, you have not met them and they have not handled the item, so they are protected. This is different from the rules about faulty goods, which come from other consumer law. Think of the Consumer Contracts Regulations as the "changed my mind" rule, a cooling-off period for distance sales, and the faulty goods rules as the "it's broken" rule.
I took the details below from a Which? consumer guide, because that is the source I could reach for this batch. I could not open the official GOV.UK guidance or the Consumer Contracts Regulations themselves, so treat this as a practical summary of how the rules work for shoppers, and check the primary text before you write a legal policy. The points I could not verify are listed once near the end.
Here is what the guide says in outline:
- The cancellation period runs from the time the customer places the order until 14 days after they receive the goods. Which? calls this a cooling-off period.
- The customer has to tell the retailer within that period, by email for example.
- After notifying you, the customer has a further 14 days to send the goods back.
- The refund is due within 14 days of the goods being returned or, if you offer to collect, within 14 days of the day the customer told you they wanted to cancel.
If you remember one thing about the Consumer Contracts Regulations, remember that the clock has two stages: a window to cancel and a window to return. Many Consumer Contracts Regulations disputes begin because a shop treats those as one.
How do the Consumer Contracts Regulations set the cancellation window, day by day?
The cancellation window starts when the customer places the order and ends 14 days after the goods arrive, and the customer must tell you inside it. Then a second 14-day period starts for sending the goods back.
Here is a worked example with real weekdays. An order is placed on Monday 26 October 2026. The goods arrive on Friday 30 October. The customer tells you on Tuesday 3 November that they want to cancel. They post the item back on Thursday 5 November.
| Date | Event | What it means |
|---|---|---|
| Mon 26 Oct | Order placed | Cancellation window opens |
| Fri 30 Oct | Goods arrive | The 14 days now count from here |
| Tue 3 Nov | Customer says they want to cancel | Inside the window, so valid |
| Thu 5 Nov | Customer posts the goods back | Inside the 14 days to return |
| Fri 13 Nov | Last day to tell you (14 days after arrival) | The window closes |
| Tue 17 Nov | Last day to return the goods (14 days after Tue 3 Nov) | The return window closes |
| Thu 19 Nov | Refund due (14 days after the goods are returned on Thu 5 Nov) | Pay the refund by this date |
A few practical points. The notice window is the shopper's, so a customer who tells you on the last day of the cooling-off period is still in time. A message in any clear form counts as notice, so train whoever reads your inbox to spot "I'd like to cancel" and "please refund me" and act on them.
The nuance I could not verify is what counts as "returning" the goods: the day they are posted, or the day they reach you. Which? says the refund is due within 14 days of returning the goods. If you plan your process around the day the goods reach you, you will usually be inside either reading, but check the Consumer Contracts Regulations if the difference matters to you.
What do the Consumer Contracts Regulations say the customer gets back, and what can you keep?
The customer gets the price of the goods and the standard delivery charge back, and you may deduct only for loss in value caused by handling the goods more than necessary. You do not have to refund the extra cost of express delivery if the order arrived on time.
Which? gives a clear picture of the delivery charge rule: if the order arrived on time and the customer no longer wants it, the retailer should refund the goods and the standard delivery charge. Express or dedicated-day delivery fees are not refunded if the item arrived on time. If it arrived late, the customer can ask for the express fee back as well.
Here is a worked example for a £85 order with £4.95 standard delivery and £9.95 for express delivery that arrived on time.
| Line | Amount | Refund? |
|---|---|---|
| Item | £85.00 | Yes |
| Standard delivery charge | £4.95 | Yes |
| Express upgrade (arrived on time) | £9.95 | No |
| Refund due | £89.95 |
Change one fact: the express parcel arrived two days late. Then the customer can ask for the £9.95 back too, and the refund becomes £99.90. If you offered a day-specific service and missed it, refund the upgrade without waiting to be asked.
Deductions under the Consumer Contracts Regulations are narrow. Which? says a retailer can deduct money only if the customer reduced the item's value by handling it more than necessary, and that opening packaging to inspect the item should not count. So a customer who tried on shoes indoors has done what they would have done in a shop. A customer who wore the shoes outside in the rain has not.
| Situation | Deduction? | Why |
|---|---|---|
| Tried on, tags still attached | No | Normal inspection |
| Opened the box to check the item | No | Inspection should not count |
| Used heavily, visible wear | Possibly | Handled more than necessary |
| Missing parts or packaging damage that cuts resale value | Possibly | Value reduced, but be able to show it |
If you deduct, say so in writing, show the evidence (photos, a short note on what you found) and refund the rest promptly. A deduction you cannot explain is a gift to the customer's bank.
Who pays return postage under the Consumer Contracts Regulations?
The customer usually pays to send the goods back unless the retailer agrees to cover it. If the goods are faulty, the customer should not have to pay to return them. Which? also recommends that shoppers keep proof of postage, which is good advice for you to repeat in your return instructions.
This is a point where your policy matters more than the law. If you tell customers at checkout that they pay the return, and the policy is clear and visible, you are on solid ground for "changed my mind" returns. If you say nothing, you invite an argument. Many stores choose to cover returns as a selling point, which goes beyond the Consumer Contracts Regulations. That is a business decision, not a legal one.
| Reason for return | Who pays postage (general position) | What to write in your policy |
|---|---|---|
| Changed mind | Customer, unless you agree to pay | "Return postage is paid by the customer unless stated otherwise" |
| Faulty or not as described | Not the customer | "We pay return postage for faulty items" |
| You chose to offer free returns | You | "Returns are free" |
If a customer returns an item and the label cost them £6, but your policy said they pay, the sum is simple. They are out £6, you refund £89.95 and everyone moves on. If your policy was silent, expect a heated message and possibly a dispute.
Which orders are exceptions to the Consumer Contracts Regulations 14-day cancellation right?
Which? lists five exceptions to the right to cancel: sealed CDs, DVDs or software once the seal is broken, perishable items, tailor-made or personalised items, goods with a broken health or hygiene seal, and goods mixed inseparably with other items after delivery.
| Exception | Example from a typical Shopify store | Watch out for |
|---|---|---|
| Broken-seal CD, DVD or software | A sealed game or software licence | Only once the seal is broken |
| Perishable items | Fresh food, flowers | "Perishable" is narrower than "food" |
| Tailor-made or personalised | An engraved ring, a name printed on a mug | Must genuinely be made to the customer's request |
| Broken health or hygiene seal | Sealed cosmetics or earrings, once opened | The seal must have been broken by the customer |
| Mixed inseparably after delivery | A product poured into other stock | Rare in retail |
Be honest about how much weight to give this table of Consumer Contracts Regulations exceptions. It is the shopper's guide, not the legal text. A product that you merely customise slightly, such as choosing a colour from a set list, is not necessarily "tailor-made", and a bank that sees a vague exception claimed for a standard product will not be moved. If you rely on an exception, say so before purchase, on the product page and at checkout.
An exception removes the cancellation right. It does not remove the customer's other rights. A mug among your personalised items that arrives smashed is faulty, and the customer is entitled to a remedy whatever the exception says. Keep the two ideas apart in your replies and in any evidence you send.
How do the Consumer Contracts Regulations differ from the faulty goods rules?
The Consumer Contracts Regulations cover "I changed my mind". Faulty goods rules cover "it's broken". The two can apply to the same order, and a customer may use either, so your replies need to say which one you are answering.
| Question | Consumer Contracts Regulations (changed mind) | Faulty or not as described |
|---|---|---|
| What triggers it | The customer cancels within the cooling-off period | The item is faulty or does not match the listing |
| Who pays return postage | Usually the customer, unless you agree | Not the customer, per Which? |
| Do the exceptions apply | Yes, for example personalised items | No, a fault is a fault |
| What a bank wants to see | Your policy, proof they were told, emails | The item, photos, your listing and your reply |
| Typical dispute reason | Credit not processed | Product unacceptable or not as described |
I did not research the faulty goods rules in detail for this batch, so the right-hand column is deliberately general. The point is to keep the two apart. A customer who writes "this arrived scratched, I want a refund" is not using the Consumer Contracts Regulations, even if they are inside the 14 days. Answer the fault first.
How does ignoring the Consumer Contracts Regulations turn a refused cancellation into a chargeback?
A customer who thinks they were entitled to cancel, and sees no refund, will often skip you and call their bank. The bank files a "credit not processed" dispute, Shopify takes the amount and the fee, and you have days to answer. The Consumer Contracts Regulations are not mentioned in the notice, but they sit behind it, and a bank will judge your answer against them.
Shopify's help centre lists the evidence for this reason: your refund and return policies, proof the customer was told about them, emails with the customer, and an explanation of why they were not entitled to a refund. That list is worth reading twice, because it tells you what you need to have before the dispute, not after.
| Evidence | What it shows | Where to get it |
|---|---|---|
| Refund and returns policy | What you promised, and that it follows the Consumer Contracts Regulations | Your policy page, with a screenshot and date |
| Proof the customer was told | They saw it at purchase | Checkout page, order confirmation email |
| Emails with the customer | You replied, and what you said | Your inbox, exported |
| Why they were not entitled | The exception or the missed deadline | Your cover note |
| Refund records | Any refund you did pay | Shopify admin |
Three Shopify facts shape your response. The response window is usually 7 to 21 days, the card company's review can take up to 75 days after you submit, and the UK fee on Shopify Payments is £10, returned if you win. Winning does not remove the dispute from your chargeback rate.
On the card networks' side, that reason is Visa 13.6 in a trade guide I used, and the 3D Secure liability shift covers fraud disputes only, not this one. So a customer who passed 3D Secure at checkout can still dispute a refused cancellation, and your policy and your emails have to carry the case.
How should you reply when you accept a Consumer Contracts Regulations cancellation?
Reply the same day, say what happens next in two or three short steps and give a date for the refund. A fast, clear acceptance under the Consumer Contracts Regulations is the best dispute prevention there is, because the customer has no reason to call the bank.
Subject: Your cancellation for order #[number]
Hi [name],
Thanks for letting us know. We've cancelled order #[number] under your
14-day cancellation right.
What happens next:
1. Please send the item back within 14 days, to [address]. Return postage
is [paid by you / free with the prepaid label attached].
2. Keep your proof of postage.
3. We'll refund £[amount] (the item and standard delivery) within 14 days
of getting the parcel back.
If anything is unclear, reply here and we'll sort it.
[Your name]
Notice what the message does. It confirms the cancellation, so there is a timestamp. It gives the customer a deadline that matches the rules above. It says who pays postage. And it names the refund amount, so nobody is surprised.
Two habits that matter more than the wording. Save the thread against the order, and put the refund date in your calendar the moment you send it. A refund that arrives one day late is the sort of thing a customer remembers and a bank forgives only if you have evidence of why.
How should you reply when a Consumer Contracts Regulations exception means you refuse?
Be kind, specific and quick, and tie the refusal to the Consumer Contracts Regulations exception. Say which exception applies, point to where the customer saw it before they bought, and say what you can still do. A refusal that explains itself is far less likely to end in a dispute than a short "no refunds".
Subject: About your request on order #[number]
Hi [name],
Thanks for getting in touch. I'm sorry this isn't what you hoped for.
Your order was made to your specification ([engraved / personalised /
custom]), and that type of item is excluded from the 14-day cancellation
right. This was shown on the product page and at checkout, and I've
attached a screenshot.
If the item arrived damaged or isn't as described, tell me straight away
and we'll put it right. I'd also be glad to [offer, for example a discount
on a future order or help with a remake].
[Your name]
Three cautions about the Consumer Contracts Regulations. First, only refuse on an exception you can prove applies: the item was genuinely made to their request, or the seal really was broken by them. Second, never use an exception as a blanket reason to ignore faults. Third, if you are not sure, refund. A £60 refund is cheaper than a £60 dispute, a £10 fee and an hour of your time.
Here is a made-up sum. A £60 item from your personalised items range, a customer who is cross, a 50 percent chance you win the dispute. If you refuse and fight, you lose on average £30 of revenue plus £5 of fee risk plus about £10 of your time, around £45. If you refund, you lose £60 but keep the customer and avoid the chargeback rate. Run your own numbers, and remember a won dispute still counts toward your rate.
What should return instructions say under the Consumer Contracts Regulations?
They should say where to send the item, by when, who pays, and that the customer should keep proof of postage. Which? advises shoppers to keep proof of postage, so telling them to is helpful rather than defensive.
| Include | Why |
|---|---|
| Return address | Parcels go astray when the address is vague |
| Deadline (14 days from the cancellation notice) | Matches the second window |
| Who pays postage | Prevents an argument later |
| Condition expected (unused, in original packaging where possible) | Sets expectations for any deduction |
| Reference number on the parcel | Makes it findable when it arrives |
| Refund timing | Sets your own clock |
Add a tracked service recommendation. If the customer pays and the parcel vanishes, you will both be unhappy. A short line such as "we recommend a tracked service" costs nothing and gives you a record when the parcel arrives. I could not verify who bears the risk of a return that is lost in the post, so say so only in general terms and check the Consumer Contracts Regulations before you promise anything either way.
What do you do when the returned item is not what you expected?
Photograph it the moment you open the parcel, before you touch anything else. Then compare it to the item you shipped, and decide whether to refund in full, refund with a deduction, or ask the customer to explain.
| Problem | First step | Evidence to keep |
|---|---|---|
| Empty box | Photograph the sealed state and the weight if you have scales | Photos, courier receipt, weight |
| Wrong item returned | Photograph both, compare the product code | Photos of both items, the order |
| Used or worn beyond inspection | Photograph the wear | Photos, a short factual note |
| Missing parts | List what is missing against the original contents | The packing list, photos |
| Damaged in transit | Photograph the outer box and the item | Photos, carrier label |
Keep your tone factual and your reading of the Consumer Contracts Regulations modest. "The parcel arrived on Thursday 12 November. The box was empty, and I've attached photos of the sealed packaging" is the right register. Accusations get screenshotted and sent to a bank; facts get read.
If the customer is likely to dispute, you want your evidence to be calm and complete. A factual note, three photos, the courier reference and the original order is more convincing than a paragraph of frustration.
What does a "credit not processed" dispute look like, day by day?
Here is a plan for a notice that arrives on Tuesday 17 November 2026 with a due date of Tuesday 1 December 2026. Your own dates will be on the notice.
| Date | Task | Output |
|---|---|---|
| Tue 17 Nov | Read the reason and the due date. Check your balance. | Dispute logged |
| Wed 18 Nov | Pull the order, the policy as it stood on the order date, and the emails. | Core exhibits |
| Thu 19 Nov | Check the refund record. Was a refund due, paid or refused? | Facts straight |
| Fri 20 Nov | Decide: refund now, or fight. | Decision logged |
| Mon 23 Nov | Draft the cover note with exhibits labelled. | Draft v1 |
| Tue 24 Nov | Read it cold. Does it explain why they were or were not entitled? | File v2 |
| Wed 25 Nov | Submit, six days early. Save the confirmation. | Submitted |
| After | Keep the file until the dispute closes. | Record kept |
On the Friday decision: if the Consumer Contracts Regulations entitled the customer to cancel and you missed it, fighting is the wrong move. Refund, learn and fix the process. Stripe says you cannot refund outside the dispute process while a dispute is open, and Shopify's help page does not say how a refund interacts with an open dispute, so check your own account before you pay a refund while a dispute is open.
If you are fighting, send a short cover note.
Re: Order #[number], £[amount], reason: credit not processed
Summary: The customer is not entitled to a refund because [reason]. We
told them before purchase, and we replied to their request on [date].
Exhibit 1: Order record and delivery confirmation, delivered [date].
Exhibit 2: Returns policy as shown at checkout on [date] (screenshot).
Exhibit 3: Product page showing [personalised / made to order] notice.
Exhibit 4: Email thread, including our reply of [date].
Exhibit 5: [Any refund paid or offered, with date].
What this shows: the exception was disclosed before purchase and the
customer was told promptly why a refund was not available. We offered
[alternative].
Only use facts you can show. A cover note with a gap is better than a cover note with an invention.
What should a returns policy say to follow the Consumer Contracts Regulations?
It should say the rules, in plain words, in the same order a customer will meet them. A policy that mirrors the Consumer Contracts Regulations is easier to defend than one that tries to be clever. Here is wording you can adapt.
CANCELLING AN ORDER (UK customers)
You can cancel most orders from the moment you place them until 14 days
after you receive the goods. Tell us by email to [address].
After you tell us, you have 14 days to send the goods back. We will
refund the price of the goods and the standard delivery charge within
14 days of receiving them. Express or next-day delivery charges are not
refunded if the order arrived on time.
You pay the cost of returning the goods unless they are faulty.
We may reduce your refund if the goods have lost value because they were
handled more than necessary to inspect them.
Exceptions: items made to your specification or personalised, sealed
items where the seal has been broken, perishable items. We say so on the
product page.
Faulty or not as described? Contact us and we will put it right.
Link the Consumer Contracts Regulations policy in the footer, at checkout and in the order confirmation email. A policy hidden three clicks deep helps no one, and a screenshot showing it at checkout is the strongest "proof the customer was told" you can have. Date the screenshot, because a bank will care what the policy said on the day of the order, not what it says now.
How do refunds under the Consumer Contracts Regulations connect to your VAT and books?
A refund reduces your output VAT only when you actually pay it, and a credit note should follow. A UK accountancy source says the credit note should go out within 14 days of making the refund. ChargeFix has a separate guide on chargeback accounting and VAT, linked below, that covers the entries and the timing.
This matters for Consumer Contracts Regulations cancellations because you control the timing. A refund paid on Thursday 19 November sits in the VAT period when it was paid. Do not promise a refund date that your finance routine cannot meet, and do not leave an agreed refund unpaid, since an agreed refund that has not been paid does not reduce your VAT.
What is different for UK merchants?
General information, not legal advice.
Rules and sources
The Consumer Contracts Regulations details above come from a Which? guide to returning something bought online. I could not open the official GOV.UK business guidance or the Consumer Contracts Regulations themselves for this batch, so check the primary text before you publish a legal policy.
Fees and process
On Shopify Payments in the UK the chargeback fee is £10, returned if you win. The response window is usually 7 to 21 days and the card company's review can take up to 75 days after you submit. Stripe's direct fees are £20 when a dispute is received and £20 more if you counter, for disputes since 17 June 2025. Stripe also says card disputes typically arrive within 120 days.
Other law
Faulty goods are covered by other consumer law and are not the subject of this guide, which is about the Consumer Contracts Regulations. A cancellation right and a faulty goods right can both apply to the same order.
What I could not verify: the Consumer Contracts Regulations' exact wording, the rules on digital content and services, any delivery-time rule, whether you may hold back a refund until the goods are back, who carries the risk of a lost return, penalties for getting this wrong, and how a refund interacts with an open Shopify dispute. Check these before you rely on them.
What are the common mistakes with the Consumer Contracts Regulations?
Almost every cancellation dispute I can think of comes from one of these Consumer Contracts Regulations slips.
- Treating the 14-day cancellation window and the 14-day return window as one.
- Writing "no refunds" in a policy and expecting it to override the Consumer Contracts Regulations.
- Refunding the item but not the standard delivery charge.
- Deducting for "wear" without photos or a note.
- Claiming a personalisation exception for a product that is not made to the customer's request.
- Mixing up "changed my mind" and "faulty", which are different rights.
- Replying late, or not at all, to a cancellation email.
- Not saving a dated screenshot of the policy shown at checkout.
- Paying a refund by a date nobody wrote down, then missing it.
- Fighting a dispute the customer was entitled to win.
The last one is the costliest. A fee, a hit to your chargeback rate and an hour of your time, all to lose a dispute you should have refunded.
Frequently asked questions
How long do customers have to cancel under the Consumer Contracts Regulations?
For most online purchases of goods, from the time they place the order until 14 days after they receive the goods. They must tell you within that period, for example by email. They then have a further 14 days to send the goods back.
When do I have to refund a cancelled order?
Which? says the refund is due within 14 days of the goods being returned, or within 14 days of the customer telling you they want to cancel if you offer to collect. Plan to refund as soon as the parcel arrives, and put the date in your calendar.
Do I refund delivery costs?
You should refund the standard delivery charge if the order arrived on time and the customer no longer wants it. Express or dedicated-day fees are not refunded if it arrived on time. If it arrived late, the customer can ask for the express fee back as well.
Who pays for the return postage?
The customer usually pays unless you agree to cover it, and they should not have to pay if the goods are faulty. State this clearly in your policy and at checkout, because ambiguity is where arguments and disputes start. A clear line also shows a bank you told the customer in advance.
Can I deduct money from a cancellation refund?
Only if the customer reduced the item's value by handling it more than necessary. Opening packaging to inspect the item should not count. If you deduct, explain in writing, keep photos of the item's condition and refund the rest promptly.
Which items are exceptions to the 14-day right?
Which? lists broken-seal CDs, DVDs and software, perishables, tailor-made or personalised items, goods with a broken health or hygiene seal, and goods mixed inseparably with others. Disclose any exception you rely on before purchase and keep proof that you did.
Can a customer dispute a refused cancellation with their bank?
Yes. They may file a "credit not processed" dispute. Shopify lists your refund and return policies, proof the customer was told, emails and your reason they were not entitled as the evidence to send. Respond inside the 7 to 21 day window.
Does 3D Secure protect me from a credit not processed dispute?
No. The liability shift covers fraud disputes on authenticated payments, not credit-not-processed claims. A customer who passed 3D Secure can still dispute a refused cancellation, so your policy, your emails and your timeline have to carry the case. Keep them dated and saved.
Should I refund or fight a small cancellation dispute?
Refund when the Consumer Contracts Regulations entitled the customer to cancel, because fighting costs a fee and time for a likely loss. Fight when you have a clear exception and good records. The break-even chance of winning is the extra cost of fighting divided by what you can recover.
Does a customer who changes their mind still get a refund if the item is faulty?
Faulty goods fall under separate consumer law, so a faulty item should be put right whatever the reason for returning it and whether or not an exception applies. Treat the two rights separately in your replies, and let the customer choose the route that suits them.
Start free trial with ChargeFix
ChargeFix gathers the real order, payment-check and delivery records for a Shopify dispute and drafts the response, using only real data and never inventing facts. In Manual mode you review and send each filing yourself, and Auto mode files the cases your rules allow, so even a refused cancellation under the Consumer Contracts Regulations goes out with the policy, the trail and the timeline attached. Start free trial
Sources
- I want to return something bought online, Which?
- Reasons for a chargeback or inquiry, Shopify Help Center
- Overview of the chargeback and inquiry process, Shopify Help Center
- How disputes work, Stripe Docs
- What the 3D Secure liability shift actually covers, Redo
- Recording Shopify refunds and chargebacks: revenue and VAT, Zmartly
01UK consumer law
02UK consumer law
03Chargeback guides
04Money and accounts
05Evidence
06Disputes