Should I refund a customer who filed a chargeback if I agree with them?

If you agree with the customer’s claim, do not issue a refund while the chargeback is still open. Doing so may result in a double loss—you could lose both the payment and the product.

✅ What to do instead:

1. Ask the customer to cancel the dispute directly with their bank.
2. Request written confirmation from the customer once the chargeback has been canceled.
3. Once confirmed, you can safely issue a refund from your store.

⚠️ Keep in mind:
If you choose to accept the chargeback instead, your payment processor will likely still apply a non-refundable chargeback fee.

Updated on: 09/09/2025