Q: Can I Add More Evidence After Submission?

In most cases, NO&#32;— once a dispute response has been submitted, additional evidence cannot be added. However, there is one exception: <h2 id="exceptionshopifypaymentschargebacks">Exception: Shopify Payments Chargebacks</h2> If your dispute is being processed through Shopify Payments, you may still add more evidence as long as the submission deadline has not yet passed. <h3 id="whatyouneedtoknow">What You Need to Know:</h3> <ul> <li>The ability to add evidence is time-sensitive and dependent on the remaining time before Shopify’s deadline.</li> <li>Once ChargePay submits a response, we automatically monitor for deadlines and completeness. However, if you believe there's critical evidence to be added, contact us immediately at <a href="mailto:support@chargepay.ai">support@chargepay.ai</a>.</li> </ul> For all other processors (such as Stripe, PayPal, or Klarna), evidence submission is final once our system submits the dispute. To ensure the best results, we recommend providing all available evidence as early as possible so our automated systems can build the most complete and effective case.

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

Which platforms and integrations do you currently support?

Accepted Answer

At ChargePay, we can support every payment processor or gateway available through our ChargePay Managed plan - to learn more about it, contact our sales team.

Our available on-demand integrations are with Shopify, Shopify Payments, Stripe, PayPal, and Recharge, and we are constantly adding new integrations to help our existing and new customers; To check our active integrations with ChargePay, visit ChargePay's integration page.

Can’t find your integration? You can request a new one here.

Shopify

Shopify is one of the most popular e-commerce platforms worldwide. Through their API, we can access your orders, disputes, transactions, shipping information, and more to analyze the riskiness and chances of winning a dispute, and then automatically generate a compelling evidence dispute response, tailored to your type of store and products your are selling.

PayPal, Stripe and Shopify Payments

These are the most popular worldwide processors and are used among the fastest growing merchants in the e-commerce space. By leveraging a secure API integration, we are fetching your disputes, either in an inquiry or a chargeback stage and handle them automatically using our powerful ML and AI system.

Recharge

Recharge is the leading subscription payments platform designed for merchants to set up and manage dynamic recurring billing across web and

Question 5

Can I Add More Evidence After Submission?

Accepted Answer

In most cases, NO — once a dispute response has been submitted, additional evidence cannot be added.

However, there is one exception:

Exception: Shopify Payments Chargebacks

If your dispute is being processed through Shopify Payments, you may still add more evidence as long as the submission deadline has not yet passed.

What You Need to Know:

The ability to add evidence is time-sensitive and dependent on the remaining time before Shopify’s deadline.
Once ChargePay submits a response, we automatically monitor for deadlines and completeness. However, if you believe there's critical evidence to be added, contact us immediately at support@chargepay.ai.

For all other processors (such as Stripe, PayPal, or Klarna), evidence submission is final once our system submits the dispute.

To ensure the best results, we recommend providing all available evidence as early as possible so our automated systems can build the most complete and effective case.

Question 6

Why is my processor deactivated?

Accepted Answer

At ChargePay, we aim to automate your dispute handling with zero friction. However, in specific cases, a connected payment processor may be deactivated from your account. Here’s why that might happen—and what you can do about it.

Deactivation Reasons

1. You requested it

If you’ve contacted our support team and asked to stop automating disputes for a specific payment processor, we’ll deactivate it as requested.

What this means:

ChargePay will stop managing disputes for that processor.
You are responsible for handling future disputes manually.
You can reactivate the processor anytime from your Integrations page.

2. Billing issue with your subscription

If your ChargePay subscription is paused or payment fails, we may temporarily deactivate your processors as part of service suspension.

What this means:

Dispute automation is paused for all connected processors.
Once your subscription is active again, your automation resumes automatically.

Want to reactivate?

Log in and visit your Integrations page, or contact our support team—we’ll help you get reconnected quickly.

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