Question 1

ChargePay Shopify App

Accepted Answer

ChargePay is a fully autonomous chargeback solution built for Shopify merchants. Once installed and connected, ChargePay becomes your AI-powered agent—handling chargebacks end-to-end so you never have to think about them again.

Available as a Shopify subscription, all billing is managed directly through your Shopify account.

For pricing, reviews, and feature details, visit our official listing: ➡️ ChargePay on the Shopify App Store

Set It and Forget It

ChargePay is designed to be a hands-off solution. Once installed, it automatically:

Detects new disputes from all connected payment processors
Gathers relevant order and customer data from your Shopify store
Builds tailored evidence packages using ResolveAI®
Submits responses and manages each case until resolution

There’s no need to review, validate, or submit anything manually. Our system handles it all—accurately and in real time.

Is ChargePay Right for You?

If your store gets 2 or more chargebacks per month, ChargePay is a perfect fit. Whether you’re scaling solo or running a team, we eliminate the need to spend time—or hire resources—to manage disputes.

What Makes ChargePay Different?

🛒 Native Shopify App Install directly from the Shopify App Store—fully integrated and easy to manage.
🤖 Fully Autonomous AI No alerts to respond to, no documents to upload—just plug in and let it run.
**📈 Centralized Visibili

Question 2

Why does ChargePay need Collaborator Access to Shopify?

Accepted Answer

What is Collaborator Access?

Collaborator access allows trusted Shopify Partners like ChargePay to securely access your Shopify admin with limited permissions—only what’s needed to support you effectively. This access does not count toward your staff limit and can be removed at any time.

Why do we request it?

While ChargePay connects to your store through Shopify’s API, some essential data needed to automate chargeback handling isn’t available via API. Collaborator access helps us fill that gap—without requiring you to take action for every dispute.

We always request the minimum permissions needed to:

Automate dispute responses
Analyze potential fraud
Deliver smooth, hands-off support

What permissions do we usually request?

Orders Lets us review order metadata like fraud analysis, customer communication, and shipping activity—essential for building strong dispute responses.

Shopify Payments Payouts Helps us track and investigate transactions and chargebacks processed through Shopify Payments.

Customers Allows us to identify patterns of fraud, connect fake accounts, and protect your store from repeat offenders.

Manage and Install Apps and Channels Enables us to troubleshoot or reproduce any app-related issues that may affect your experience.

For more details, you can read Shopify’s article on collaboratoor permissions.

Question 3

Can I Appeal a Lost Dispute?

Accepted Answer

While your concern is understandable, in most cases, the card issuer's decision is final and cannot be appealed.

This is why it is important to present a very strong case in the original submission - this is why ChargePay has such high win-rates.

Why There Is No Appeal

The dispute process includes a single opportunity to submit compelling evidence—that submission is the appeal. Once the card issuer has reviewed and decided, the outcome is binding:

If you lose, you cannot challenge the decision again.
If you win, the cardholder cannot appeal either.

What About Arbitration?

Some networks, like Visa and Mastercard, offer a final phase called arbitration, but we do not recommend this route for ChargePay clients:

High Costs: Arbitration often starts at $100, with additional fees of $500 or more if you lose.
Very Low Success Rates: Businesses rarely win at this stage.
Complex Legal Process: It’s not a streamlined business tool—it resembles a legal proceeding and is not designed for practical resolution.

Important Clarification

Dispute resolution through card networks is not a court of law. While networks establish the rules for how their systems work, they are not judicial systems.

If you believe a dispute was wrongfully lost and both you and the customer are in the same legal jurisdiction, you may consider exploring a small claims court or civil legal route as a last resort.

For guidance or specific case

Question 4

Tracking Information as Evidence

Accepted Answer

Tracking Information is considered the most crucial compelling evidence in some cases (Especially when the customer claims that the order didn't receive). Our experience and data analysis show that disputed transactions that include tracking information are more likely to be closed in the merchant's favor.

In this block, you might include the following:

Physical Goods:
Tracking number.
Shipping Label.
Proof of delivery - Customer signature on the pickup form, an image of the delivered package by the carrier, etc.
Digital Goods:
Usage log of the customer.
Documentation that relates to customer usage.

You can upload up to five files that meet the following requirements:

The supported file formats are PDF, JPEG, JPG, and PNG.
File sizes should not exceed 1MB.

In addition, you can insert a tracking number, and our system will automatically monitor the status of the shipment.

Question 5

Does ChargePay Handle Inquiries?

Accepted Answer

Yes, ChargePay manages the entire dispute process—including inquiries.

Inquiries (also called retrievals) often occur when a customer:

Does not recognize a charge
Is unhappy with the product or service
Claims they didn’t receive the item

While these inquiries may seem less serious than chargebacks, they can easily escalate into full chargebacks if not handled properly and promptly. This creates additional workload and can negatively impact your chargeback ratio.

What ChargePay Does:

Automatically detects inquiries across your payment platforms
Responds on your behalf with appropriate evidence and context
Prevents unnecessary escalation to chargebacks

We aim to save your time and energy so you can focus on running and growing your business—while we take care of the disputes, from inquiries to final decisions.

Question 6

What does Intentional Fraud mean?

Accepted Answer

Intentional fraud refers to situations where a credit card is used without the knowledge or permission of the cardholder, typically because the card has been lost or stolen. The individual using the card intends to fraudulently obtain goods, services, or funds.

What Happens in a Case of Intentional Fraud?

A fraudster makes a purchase using someone else's credit card.
The actual cardholder later reviews their statement and notices an unauthorized charge.
The cardholder reports the charge to their bank or card issuer as fraud.
A chargeback is issued to your business, and funds are withdrawn.

Can ChargePay Fight These Disputes?

Yes, ChargePay will submit a dispute response even in cases flagged as intentional fraud. However, these disputes typically have a lower win probability because:

The cardholder’s claim is legitimate.
The transaction was unauthorized.

Why It Matters

Even though win rates are low, responding to intentional fraud chargebacks helps maintain your merchant reputation and shows a consistent dispute handling process.

ChargePay helps you:

Respond with available transaction metadata
Identify recurring patterns of fraud
Monitor fraud rates through your dashboard analytics

For prevention tips or more insight into reducing fraud exposure, reach out to support@chargepay.ai.

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