• Why does ChargePay need Collaborator Access to Shopify?

  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 filSome readers

• What happens after I receive a chargeback notification?

  When a chargeback is filed, ChargePay automatically detects the dispute and begins working on your case immediately—no action needed from your side. Here's what happens next: Dispute Detected We receive the chargeback notification from your payment processor and log it in your ChargePay dashboard. Case Analysis Begins Our system gathers all available order and customer data, including transaction history, communication logs, and fulfilment status. *Evidence CompilationFew readers

• Does winning chargebacks protect my account?

  Not entirely. While winning disputes is important, account security is primarily tied to maintaining a low chargeback ratio—the number of chargebacks relative to your total monthly transactions. Payment processors and card networks monitor this ratio closely. A high chargeback ratio can flag your account as high-risk, regardless of your win rate. To help with this, ChargePay offers proactive prevention tools designed to stop disputes before they happen. For example, our preventiFew readers

• Can I manually submit evidence if I prefer?

  Yes, you can. While ChargePay is designed to handle chargeback evidence automatically, we understand that some merchants prefer a hands-on approach. If you’d like to submit the dispute yourself, simply contact our support team and ask to have the case flagged as “merchant-handled.” Once flagged, ChargePay will no longer prepare or submit evidence for that specific chargeback. Important notes: You must notify support before the submission deadline. Once marked as self-handleFew readers

• Why does ChargePay submit disputes near the deadline?

  Our submission timing is intentional. ChargePay uses a strategic prioritization system that considers the specific context and data maturity of each dispute. In some cases, key details develop later in the dispute window, such as updated tracking, customer responses, or fraud pattern signals. Submitting closer to the deadline allows us to incorporate this additional information and improve the quality of the case. Our focus is always on submission quality, not just speed. EveFew readers

• Why are most of my initial chargeback cases being resolved as losses?

  This trend is largely due to the banks' rigorous verification process when evaluating merchant claims. For a merchant to receive a "Won" outcome, the bank must conduct a detailed and thorough review to ensure fairness and compliance with industry standards. In contrast, disputes resolved in favor of the buyer (a "Lost" outcome) typically go through less scrutiny and are often processed more quickly. As a result, merchants may initially see a *higher rate of lost casesFew readers

• Is the chargeback fee included in ChargePay’s success fee?

  No. you only pay a flat monthly fee for ChargePay subscription based on your Shopify plan. Any additional fees, such as the $15 chargeback fee charged by your payment processor, are not included in our plan fee and are not reimbursed by ChargePay. Our pricing remains transparent, and you only pay when we help you recover the disputed funds on the monthly subscription. View all our pricing details here.Few readers

• Is it possible to submit audio or video recordings as evidence in a dispute?

  Unfortunately, banks do not accept audio or video files as valid forms of evidence in chargeback rebuttals. Only written documentation and image-based proof are accepted. To improve your chances of winning a dispute, make sure to include: Clear screenshots of communication Order confirmations Shipping and delivery proofs Any written terms or policies acknowledged by the customerFew readers

• 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: Ask the customer to cancel the dispute directly with their bank. Request written confirmation from the customer once the chargeback has been canceled. Once confirmed, you can safely issue a refund from your store. ⚠️ Keep in mind: If you choose to accept thFew readers

• Why isn't my recent chargeback displayed on the ChargePay dashboard?

  Some chargebacks may take time to appear in your ChargePay dashboard. Typically, disputes are ingested and displayed within 6 to 12 hours after we receive a notification from your payment processor. If a chargeback was just issued, please allow some time for it to sync. If it has been more than 12 hours, feel free to contact our support team to investigate further.Few readers