Shopify Chargebacks UK: The Complete Guide for UK Merchants
Picture an £89 order that a customer disputes on your store. With Shopify chargebacks UK sellers face, a win keeps about £53 in profit and a loss leaves you about £46 out of pocket. That's a £99 swing, and your due date is usually only 7 to 21 days away.
When a customer disputes a payment on your Shopify store, their bank debits the money straight away, a £10 fee applies in the UK, and you get a due date, usually 7 to 21 days out, to send evidence. If you do nothing, Shopify Payments submits whatever it already holds on that date. The card company then has up to 75 days to decide. Win, and the money and the fee come back. Lose, and they don't. This guide covers Shopify chargebacks UK sellers face, from the first email to the final decision, including what to send, when to walk away and what UK carriers and consumer law mean for your case.
Last updated: 2 October 2026. Written by the ChargeFix team.
The 30-second answer (TL;DR)
- Your due date is shown on the order, usually 7 to 21 days after notification. After it passes you can't add anything and the result is final.
- The UK fee is £10. Shopify's help page says it's returned if you win. If you lose, you also lose the sale and the goods.
- Doing nothing isn't a free pass. Shopify sends a basic response for you on the due date, and it's rarely your best case.
- On Shopify chargebacks in the UK, fight when you hold proof that answers the stated reason. Accept lost parcels and your own mistakes.
- Royal Mail Tracked photo proof and Evri's Digital Signature can be the strongest evidence in a dispute over a parcel.
- Even strong evidence sometimes loses, because the bank makes the decision.
From dispute to decision
| Step | What happens | When |
|---|---|---|
| 1 | The customer disputes the payment with their bank | Day 0 |
| 2 | The amount is debited and the £10 fee applies | Straight away |
| 3 | You submit evidence on the order | By the due date, usually 7 to 21 days |
| 4 | The card company reviews your evidence | Up to 75 days after you submit |
| 5 | Decision: a win returns the money and the fee, a loss does not | End of review |
Most Shopify chargeback guides are written for US stores. This guide to Shopify chargebacks in the UK covers the £10 fee, Royal Mail and Evri proof of delivery, Section 75 versus chargeback, and Visa's 1.5% threshold.
Table of contents
- I've just received a Shopify chargeback. What do I do first?
- What is a chargeback on Shopify, and what happens to my money?
- Chargeback or inquiry: what's the difference?
- How long do you have to respond to a Shopify chargeback?
- How much does a Shopify chargeback cost in the UK?
- Should you fight it or take the loss?
- How do you win a Shopify chargeback?
- What evidence do you need for each reason?
- What proof of delivery can you get from Royal Mail, Evri and DPD?
- Chargeback vs Section 75: what can UK customers claim?
- Does 3D Secure protect you from a fraudulent chargeback?
- Can too many chargebacks get your account restricted?
- Why do some merchants lose with perfect evidence?
- How do you prevent Shopify chargebacks in the UK?
- What should you tell a customer who is chasing a parcel?
- Common mistakes
- FAQ
I've just received a Shopify chargeback. What do I do first?
With any of the Shopify chargebacks UK stores receive, open the order and read two things before anything else: the due date and the stated reason. The reason tells you which evidence to gather, and the due date tells you how long you have. Everything else can wait an hour.
Here is the order that saves the most time:
- Open the order in your Shopify admin and find the chargeback. For a Shopify Payments chargeback, the response form sits on the order page. Guides often describe the route as Orders, then Chargebacks and Inquiries, but menus change, so follow what your admin shows.
- Note the due date and put it in your calendar with a reminder two days earlier.
- Read the reason. Shopify uses seven categories, covered below.
- Decide whether to fight. With UK Shopify chargebacks, accepting is often cheaper if the parcel is lost or you made a mistake. The decision table further down helps.
- If you fight, gather screenshots first: tracking, order confirmation, messages, policies. Submit well before the due date.
If you accepted by mistake, contact Shopify support before the deadline. Shopify's help page says they can un-accept a chargeback accepted in error, but only before the deadline passes.
If you want a longer walkthrough of the form itself, see how to respond to a Shopify chargeback.
What is a chargeback on Shopify, and what happens to my money?
A chargeback is a dispute a customer raises with their card issuer. The bank passes it to the card network, the payment is pulled back from you, and a fee is charged, while the card company decides who keeps the money.
It is different from a refund. A refund is your decision. A chargeback is the bank's process, and you can only influence it by submitting evidence through Shopify.
In the UK the issuer could be any bank, from Barclays and Lloyds to Monzo. Customers usually start the dispute in their banking app or over the phone, which is why many UK Shopify chargebacks arrive with no warning. The customer may never have emailed you, so a Shopify dispute UK merchants receive can be the first sign of a problem.
Shopify chargebacks in the UK tend to fall into three groups. Some are real fraud, where a stolen card was used. Some are real problems, such as a parcel that never arrived or an item that wasn't as described. And some are what the industry calls friendly fraud: the customer got the goods but disputes the charge anyway, often because they didn't recognise the name on their statement. You respond differently to each, which is why the reason on the dispute matters.
Chargeback or inquiry: what's the difference?
An inquiry is an earlier stage where the bank asks questions and no money is taken. A chargeback is the formal dispute where the amount is debited. Per Shopify's help page, inquiries usually take 65 to 75 days and no funds are debited during one.
| Inquiry | Chargeback | |
|---|---|---|
| Money taken? | No | Yes, while the dispute is open |
| Fee? | Shopify's page mentions fees on chargebacks, not inquiries | £10 in the UK |
| Typical length | 65 to 75 days | Response in 7 to 21 days, then up to 75 days for the card company |
| What can happen next | Resolved, or escalated to a chargeback if the customer wins | Won or lost |
Treat an inquiry as seriously as a chargeback, because UK Shopify chargebacks can start this way. If it escalates, you may be defending the same case with less time on the clock.
How long do you have to respond to a Shopify chargeback?
For Shopify chargebacks in the UK you usually have 7 to 21 days from notification, and the exact due date is displayed on the order. After that date you can't submit anything further and the outcome is final. If you submit, the card company then has up to 75 days to decide.
Two details are worth knowing for any Shopify chargeback in the UK.
First, if you do nothing, Shopify Payments doesn't leave you with an empty response. Per Shopify's help pages, it collects available data, such as order details, addresses, tracking, IP address, refund records and order history, and prepares a response on the due date. That is a baseline, not a strong case. It can't include things only you know, like a customer's email promising to keep the item.
Second, the due date is fixed. A worked example, as an illustration: if Shopify notifies you on Monday 5 October and the order page shows 19 October, that is your deadline, regardless of when the bank opened the dispute. Don't count backwards from the date you first saw the email. Use the date on the order. Our full breakdown is in how long you have to respond to a Shopify chargeback.
How much does a Shopify chargeback cost in the UK?
The Shopify chargeback fee UK merchants pay is £10. Shopify's help page says your bank charges it, and that it is returned if you win. On most Shopify chargebacks in the UK the real cost is much higher, because you also lose the sale and the goods unless you win.
| Country or region | Fee |
|---|---|
| United Kingdom | £10 |
| United States | $15 |
| Euro area | €15 |
| Ireland | €15 plus 23% VAT |
| Australia | A$25 |
| New Zealand | NZ$20 |
| Canada | C$15 |
Source: Shopify Help Center, Shopify Payments fee table, which is where the chargeback fee UK figure comes from. Some third-party guides say refunds can depend on country. Shopify's own page states the fee is returned on a win, so check the line items in your first payout after a win to confirm. We cover this in Shopify chargeback fee UK: £10 explained.
An illustration of Shopify chargebacks in the UK, not a real case. A UK store sells a jacket for £85 plus £4.20 postage, so the order is £89.20. The jacket cost £32 and shipping cost £4.20. The customer disputes it as "product not received".
| Lose | Win | |
|---|---|---|
| Money from the customer | £0 | £89.20 kept |
| Chargeback fee | -£10.00 | £0 (returned, per Shopify) |
| Goods | -£32.00 | -£32.00 |
| Postage | -£4.20 | -£4.20 |
| Where you end up | -£46.20 | +£53.00 |
The gap between those two outcomes is £99.20, and the £10 fee is the smallest part of it. Fighting is worth the time when you hold evidence that answers the customer's reason.
Should you fight it or take the loss?
With Shopify chargebacks in the UK, fight when your evidence directly answers the stated reason. Accept when your evidence shows you're in the wrong or when the cost of building the case outweighs the sale. An accepted dispute you can't win still counts toward your chargeback rate, so choose deliberately rather than by habit.
| Situation | Usual best move |
|---|---|
| Tracking shows delivered to the order address | Fight, with the tracking screenshot first |
| Tracking shows lost, stuck or returned | Accept, and don't also refund the customer without checking with Shopify, or you may pay twice |
| You issued a refund before the dispute opened | Fight, with the refund screenshot and date |
| Customer received a faulty item and you haven't resolved it | Accept or settle, since the customer has a reasonable complaint |
| Duplicate charge that was genuinely your error | Accept |
| Fraud where 3D Secure authenticated the payment | Fight and cite the authentication |
| Fraud with no authentication and no delivery proof | Weigh the sale value against the time; you may not win |
| Subscription renewed after a cancellation request | Accept; if there is no request on file, fight with the terms and reminder emails |
Don't take the second row as a rule for every case. If a carrier shows a delivery that you think is wrong, the carrier's records are still the strongest thing you can attach, so ask the carrier for proof before deciding. A fraud-related Shopify dispute UK stores face has its own guide: Fraudulent chargeback on Shopify: UK response guide.
How do you win a Shopify chargeback?
How to win a Shopify chargeback comes down to one rule: answer the reason the customer gave, with proof a reviewer can check in under a minute. Shopify's guidance is to lead with your strongest evidence, use screenshots rather than links to external pages, and label each piece clearly.
A rough order for what goes first, following Shopify's own guidance: direct proof (tracking, delivery confirmation, refund record), then anything the customer acknowledged in writing, then policy documents, then supporting context such as order history.
Start by checking what Shopify has already filled in. If you use Shopify Payments, the response form is populated with data it holds. Your job in a Shopify Payments chargeback is to add what it can't know: customer messages, proof from your carrier's own system, and anything that shows the customer agreed to your terms. You can also opt out of the AI-generated insights Shopify offers on the form if you'd rather write it yourself.
What Shopify fills in, and what only you can add
Shopify's help pages say that with Shopify Payments the response form is populated with data Shopify already holds. Here is how that splits for Shopify chargebacks in the UK.
| Shopify Payments usually fills in | Only you can add |
|---|---|
| Order details, billing and shipping addresses | Customer emails and messages |
| Tracking and fulfilment details | Signature or photo proof from your own carrier account |
| IP address | Screenshots of your policies as customers saw them at checkout |
| Refund records, order history, previous disputes | The product page as it looked on the purchase date |
| A short written timeline in your own words |
Treat the left column as a starting point. The right column is where your case gets stronger than the default, so that's where your time should go.
Keep the written part of your response to Shopify chargebacks in the UK short. A reviewer reads hundreds of these, so a plain timeline with dates beats a long argument. Use this as a starting point and attach screenshots to it.
Dispute reference: [Shopify dispute ID]
Order: [order number], placed [date]
Customer: [name], [email]
Amount: £[amount]
Reason given: [Shopify category]
Summary
The customer ordered [items] on [date]. We dispatched on [date] by
[carrier] to [address], which matches the billing/shipping address on
the order. Tracking [number] shows delivery on [date] at [time].
Attached
1. Carrier tracking screenshot showing delivered status.
2. Order confirmation and payment details.
3. Our shipping and returns policy as shown at checkout.
4. Customer messages dated [dates], if any.
Timeline
[date]: order placed
[date]: dispatched
[date]: delivered
[date]: customer first contacted us / did not contact us before disputing
We believe this charge is valid.
Don't accuse the customer and don't add opinion. State what happened and attach proof. That is how to win a Shopify chargeback most of the time: plain facts and matched proof.
What evidence do you need for each reason?
Shopify groups the disputes behind UK Shopify chargebacks into seven reasons. Each one is a different question, so each needs different proof. The shorter lists below are starting points, not a guarantee.
Credit not processed
In these UK Shopify chargebacks the customer says they were promised a refund and never got it.
- Screenshot of the refund in Shopify with date and amount, showing it landed before the dispute opened.
- Your returns policy, plus evidence it was visible at checkout.
- Return tracking, if a return was required, showing when it arrived.
- Messages showing what was agreed.
Duplicate charge
In duplicate-charge Shopify chargebacks in the UK, the customer says they were billed twice.
- Both orders, showing different order numbers, items and times.
- Separate delivery proof for each, if both shipped.
- If one charge was your error, refund it and accept. Don't build a case you can't win.
Fraudulent transaction
In UK Shopify chargebacks over fraud, the cardholder says they didn't make the purchase.
- Delivery confirmation to the billing address or an address used before.
- Order history and earlier undisputed orders from the same customer.
- IP location and device data against the billing country, which Shopify Payments includes by default.
- AVS and CVV results from the payment.
- Any email correspondence from the same address.
Product not received
The customer says the parcel never turned up. In UK Shopify chargebacks of this type, delivery proof decides it.
- Carrier tracking screenshot with delivered status, date, time and address.
- Signature or photo proof, if your service provides it (see the UK carrier section).
- The order address matching the delivery address.
- Your replies to any "where is my order" messages.
- Your shipping policy and quoted delivery times.
Product unacceptable
For Shopify chargebacks in the UK under this reason, the customer says the item was faulty, damaged or not as described.
- The product page as it appeared when they bought, with description and photos.
- Packing photos or notes, if you keep them.
- Customer messages and any photos they sent.
- Your returns policy and whether they followed it.
- Evidence you offered a fix, replacement or refund before the dispute.
Subscription cancelled
With subscription-based Shopify chargebacks in the UK, the customer says they cancelled and were still charged.
- Subscription history with sign-up and billing dates.
- The cancellation date, or proof none was requested before the charge.
- Terms and renewal wording shown at checkout, plus any reminder emails.
- Proof the customer used or received the product after renewal.
General
This covers any Shopify chargeback in the UK that doesn't fit the other six. Read the customer's stated reason and build from there.
- Order confirmation and payment details.
- Delivery proof.
- Policies shown at checkout.
- A short dated timeline.
For templates on each reason, see how to respond to a Shopify chargeback.
What proof of delivery can you get from Royal Mail, Evri and DPD?
For UK Shopify chargebacks over lost parcels, the carrier's own record is your best evidence. What you can get depends on the service you bought, so decide before dispatch rather than after the dispute.
| Carrier | What we found |
|---|---|
| Royal Mail | Royal Mail Tracked 24 and Tracked 48 capture a photo on delivery where no signature is needed. Signature services, including Tracked 24 and 48 with signature and Special Delivery, were extended to photo confirmation in March 2023 |
| Evri | A Digital Signature add-on gives photographic proof the parcel was handed to someone at the address or a neighbour. Evri lists it at 60p, but not for Postable parcels |
| DPD | We haven't verified DPD's proof-of-delivery options for this guide, so check your DPD account |
Sources: Royal Mail's service announcement as reported by Parcel and Postal Technology International, and Evri's signature service page. Prices and service features change, so confirm them with the carrier.
Habits that help in a dispute:
- Screenshot the tracking page when the parcel is delivered. Tracking pages expire.
- Check that the delivery address matches the order. If a customer asked you to ship elsewhere, keep that message.
- For higher-value orders, pay for a signature or photo service. A few pence on a £90 order is cheap against a £135 loss.
- Note the tracking number in the order notes so you can find it in seconds.
Chargeback vs Section 75: what can UK customers claim?
For Shopify chargebacks UK customers may raise, a chargeback and Section 75 are two different routes. According to MoneyHelper, Section 75 is a legal protection for credit card purchases between £100 and £30,000, where the card company shares liability with the seller. A chargeback is a voluntary card-scheme arrangement that works with debit, credit or prepaid cards, and for any amount, with claims made within 120 days of purchase.
| Chargeback | Section 75 | |
|---|---|---|
| Legal right? | No, it's a card-scheme arrangement | Yes, under the Consumer Credit Act |
| Cards | Debit, credit or prepaid | Credit cards only |
| Purchase value | Any amount | £100 to £30,000 |
| Time limit | Within 120 days of purchase, per MoneyHelper | Not stated in the MoneyHelper page we reviewed |
This is general information, not legal advice. Check current rules at MoneyHelper, Citizens Advice or gov.uk before relying on any of it.
What it means for Shopify chargebacks in the UK: a UK customer paying by credit card may have both routes open, and one paying by debit has chargeback only. You can't stop either. What you can do is make your descriptions accurate, your policies clear and your delivery records solid. UK distance-selling rules (the Consumer Contracts Regulations) also give most online buyers cancellation rights, so if a customer cancelled within those rights and you didn't refund, expect to lose a dispute over it. Check current rules before writing your policies.
Does 3D Secure protect you from a fraudulent chargeback?
Partly. Shopify's help page says that when a payment is successfully authenticated with 3D Secure, liability for fraudulent chargebacks shifts from you to the card issuer. It doesn't cover other dispute reasons, such as a parcel that never arrived.
Shopify also notes that card network rules can remove the shift if a merchant's fraud chargebacks pass a monthly threshold (it quotes $7,500 for Visa). For UK and EU merchants on Shopify Payments, 3D Secure is built in, and Shopify uses it when the issuing bank requires it.
So for fraud-related Shopify chargebacks in the UK, 3D Secure helps when authentication succeeded, and you should cite it in your response. It is not a shield against every dispute.
Don't confuse it with Shopify Protect. Shopify's UK blog says Protect is available on eligible Shop Pay orders for US-based stores, and doesn't list UK merchants as eligible. Don't assume you have that cover.
Can too many chargebacks get your account restricted?
Yes, a high rate across your Shopify chargebacks in the UK can bring scrutiny and, in bad cases, extra fees or restrictions. Your chargeback rate is based on disputes filed, not on outcomes. Shopify's help page says winning a dispute doesn't remove it from your rate.
Visa's monitoring has tightened. According to the Merchant Risk Council, from 1 April 2026 Visa's merchant threshold dropped from 2.2% to 1.5%. The ratio adds fraud reports and disputes and divides by settled card-not-present transactions. The MRC says merchants over the limit can face monitoring and per-transaction charges. How this reaches an individual Shopify store depends on Shopify and its acquirer, so treat 1.5% as a ceiling to stay well under, not a target.
An illustration of the maths: 1,000 card-not-present orders in a month, 9 disputes and 6 fraud reports, gives 15 divided by 1,000, or 1.5%. That is a small number of cases, which is why a handful of unfought disputes can matter for a small store.
How to check your own rate each month
For Shopify chargebacks in the UK you don't need software for a rough check. Once a month, note three numbers and divide.
| Number | Where to find it |
|---|---|
| Card-not-present orders paid in the month | Your Shopify orders and payments data |
| Disputes opened in the month | Your list of chargebacks and inquiries |
| Fraud reports | Ask Shopify or your acquirer, since you may not see these yourself |
Add disputes and fraud reports, divide by the orders, and multiply by 100. If the result is creeping toward 1%, tighten prevention before it reaches the 1.5% line. This is a rough management check, not an official figure, because Visa calculates its own ratio from its own data.
The practical response to UK Shopify chargebacks is prevention, not only winning. A clearer billing descriptor and faster customer service cost less than a rate problem.
Why do some merchants lose with perfect evidence?
Because the bank makes the decision on Shopify chargebacks in the UK as it does everywhere, and it doesn't have to accept your proof. One merchant on the Shopify Community forum reported losing a £1,747.25 dispute despite 3D Secure, a signed delivery and tracking, and said Shopify told them it couldn't intervene and they'd need to take it up with the bank. That's one person's account, not a rule, but it shows the limit.
What to take from it:
- Evidence raises your chances. Knowing how to win a Shopify chargeback doesn't guarantee a win.
- Don't rely on one strong item. Layer the proof: tracking, signature, order history, messages.
- Treat higher-value orders differently when handling Shopify chargebacks in the UK. Use signature or photo services and check for fraud signals before you ship.
- Keep your expectations realistic when you set your policy on which disputes to fight.
How do you prevent Shopify chargebacks in the UK?
Preventing Shopify chargebacks in the UK is mostly dull and cheap. Work through this once a quarter.
- Make sure the name on card statements matches your storefront, so customers recognise the charge.
- Make your email address easy to find, and reply to "where is my order" the same day.
- Keep product pages accurate: photos, sizes, materials and delivery times that match what arrives.
- Show shipping, returns and refund policies at checkout and in confirmation emails.
- Use tracked delivery on everything, and signature or photo proof on higher-value orders.
- Refund obvious problems, like lost parcels and clear faults, before the customer calls the bank.
- Review high-risk orders before shipping, such as mismatched billing and delivery addresses or unusual quantities.
- For subscriptions, state renewal terms plainly and send a reminder before each charge.
- Keep a simple dispute file per order: tracking screenshot, order confirmation, messages.
A five-minute dispute file for every order
The last checklist item deserves its own routine, because it decides how calm a 14-day deadline feels. For UK Shopify chargebacks over delivery, you want these saved against the order before anyone disputes anything:
- A screenshot of the tracking page when you dispatch.
- A screenshot when it shows delivered, with the status, date, time and address visible.
- Any signature or photo proof from the carrier, if you paid for it.
- The customer's messages, exported or screenshotted.
- A dated screenshot of your product page and policies whenever you change them. You can't capture these per order, so do it per change.
Name files so you can find them under pressure, for example 1042_tracking-delivered_2026-10-14.png, and put the folder link in the order notes. Two minutes at dispatch and two at delivery is the whole habit, and it turns a scramble into a copy and paste.
What should you tell a customer who is chasing a parcel?
The cheapest of all the Shopify chargebacks UK merchants handle is the one that never starts. A customer who can't get an answer from you will get one from their bank, so a fast, plain reply is part of preventing Shopify chargebacks in the UK. Reply within one working day, keep it factual and give them something to act on.
When a customer asks where their parcel is:
Hi [name],
Thanks for getting in touch. Your order [number] was dispatched on [date]
with [carrier], tracking number [number]. The tracking page currently
shows [status]. If it hasn't arrived by [date], reply to this email and
I'll [reship / refund] it straight away.
[Your name]
When a parcel is confirmed lost and you've decided to refund:
Hi [name],
I'm sorry your order [number] didn't arrive. I've refunded £[amount] to
your original payment method. It should appear within [x] working days,
depending on your bank. If you'd rather we reship the item, just reply
and I'll set that up.
[Your name]
One caution: if a dispute is already open on the order, check with Shopify support before refunding separately, so you don't pay twice.
Common mistakes
Most lost Shopify chargebacks UK sellers handle come down to a few repeat errors:
- Missing the due date. After it passes, you can't add evidence and the result is final.
- Sending links instead of screenshots. Pages change or disappear.
- Writing a long, angry response. Short and dated reads better.
- Using the same evidence for every dispute. A tracking screenshot doesn't answer "credit not processed".
- Refunding the customer while a dispute is open without checking, then losing the dispute too.
- Assuming a win protects your rate. It doesn't.
- Assuming Shopify Protect covers you in the UK. The UK blog doesn't say it does.
FAQ
How do I respond to a Shopify chargeback?
Open the order, read the due date and the reason, and submit evidence on the chargeback response form before the date shown. Lead with your strongest proof, use screenshots instead of links, and keep the written part short and dated. Shopify Payments fills in some data automatically, so add what it can't know.
What is a chargeback on Shopify?
A chargeback is a dispute a customer raises with their card issuer. The bank pulls the payment back from you and charges a fee while the card company decides. It's a bank process, not a refund, and you can only respond by submitting evidence through Shopify.
How long does a Shopify chargeback take?
You usually have 7 to 21 days to respond, and the card company then takes up to 75 days to decide. In practice a dispute can run close to three months from opening to the final result. Inquiries typically take 65 to 75 days, with no funds taken while they're open.
What is the difference between a chargeback and an inquiry on Shopify?
An inquiry is an earlier stage where the bank asks questions and no money is debited. A chargeback is a formal dispute where the amount is taken while the card company decides. An inquiry can escalate to a chargeback if the customer wins, so respond to both properly.
Can you win a Shopify chargeback?
Yes. How to win a Shopify chargeback comes down to evidence that answers the reason the customer gave. Lead with direct proof such as delivery confirmation, use screenshots, and submit before the due date. There's no guaranteed win, because the bank decides, and some merchants lose with strong evidence.
What happens if you lose a Shopify chargeback?
The money stays with the cardholder, and on a lost Shopify dispute UK stores don't get the fee back. The dispute still counts toward your chargeback rate, and you generally can't add evidence after the due date. Use the outcome to tighten your delivery proof and policies for next time.
How much is the Shopify chargeback fee in the UK?
It is £10 per dispute. Shopify's help page says your bank charges it and that it's returned to you if you win. Fees differ elsewhere, for example $15 in the US and €15 in the euro area. Winning does not remove the dispute from your chargeback rate.
What is the chargeback rate threshold on Shopify?
Shopify's help page doesn't give a single number we could verify here. Visa's merchant threshold dropped from 2.2% to 1.5% on 1 April 2026, per the Merchant Risk Council, counting card-not-present fraud reports and disputes. Check how this applies to your store with Shopify and Visa.
Does Section 75 stop a customer from raising a chargeback?
No. Section 75 covers credit card purchases between £100 and £30,000 and is a legal protection. A chargeback is a voluntary card-scheme process that works on debit, credit and prepaid cards, claimed within 120 days, per MoneyHelper. A UK customer may use either, so a Shopify dispute UK sellers handle can involve both. This is general information, not legal advice.
How is a Shopify Payments chargeback handled?
A Shopify Payments chargeback is managed in your Shopify admin from the order, where you see the reason, the due date and the response form. Shopify fills in data it holds and prepares a response on the due date if you do nothing. If another gateway took the payment, that provider handles the dispute.
Join the ChargeFix waitlist
ChargeFix is a Shopify-first chargeback representment app we're building, with flat, fixed pricing rather than a cut of what you recover. It isn't live yet. If you want to hear when it launches for merchants handling Shopify chargebacks in the UK, join the waitlist at chargefix.pro.
Sources
- Shopify Help Center, Chargeback process
- Shopify Help Center, Resolve a chargeback
- Shopify Help Center, PSD2 and 3D Secure checkout
- Shopify UK, Shopify Protect
- MoneyHelper, Section 75 and chargeback protection
- Merchant Risk Council, Stricter VAMP ratio thresholds now in effect
- Parcel and Postal Technology International, Royal Mail adds photo confirmation to more delivery services
- Evri, Digital Signature proof of delivery
- Shopify Community, Lost chargeback from 3D Secure order, with full evidence (one merchant's account)
Related posts
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