They filed a chargeback after I refunded them. What do I send?

How is this customer able to open a chargeback after I canceled and refunded their money.

1. Check the reason on the chargeback. Shopify's 'Credit not processed' means the customer expects a refund or credit that was not issued or has not appeared on their statement.
2. One of Shopify's own listed scenarios is a refund that was issued but has not appeared yet because of a processing delay.
3. Shopify lists the evidence that the credit was issued: the refund transaction record with timestamps, amount and confirmation number, and a statement showing it matches the disputed charge.
4. You can't refund a chargeback once the chargeback process has started. The funds are taken from your account automatically.
5. Use the due date shown on your chargeback in the admin. After it you cannot add evidence.

Source: Shopify Help: responding to chargebacks and inquiries; Shopify Help: managing chargebacks in the admin; Shopify Help: reasons for a chargeback, read 4 October 2026.

1. Open the disputed order in Shopify admin and read the reason on the chargeback banner.
2. Find your refund. Shopify's help says you can view transaction timestamps on the order's timeline. Note the date, amount and any confirmation number.
3. Gather the evidence below. If the refund was issued before the chargeback, make that the first thing the response says.
4. Click Add evidence in the chargeback banner, add your information and files, and click Save. Submit now only when it is complete: after that you cannot edit.

From Shopify's 'Credit not processed' guidance. Items are quoted or closely paraphrased.

• Refund transaction record: the transaction log with timestamps, amount and confirmation number
• Bank or processor statement: showing when the refund was processed and that it matches the disputed charge
• Your refund policy: the terms the customer agreed to at checkout, highlighting the relevant conditions
• Customer communications: emails or messages where you explained the refund status or policy
• Return tracking, if the dispute involves a return: evidence of whether you received the returned item
• If no refund was owed: an explanation of why the customer was not entitled to one

Plain text. Replace every [bracket] with a fact from your records and delete any line you cannot back with a file.

Dispute response: order [order number], [amount and currency], reason: Credit not processed

Summary
The cardholder states they [returned the product or canceled the order] and were not refunded. A refund of [amount] was issued on [date and time], before this dispute was opened. We ask that the dispute be decided in our favour.

Refund
- Refund issued: [amount], [date and time], confirmation [number] (Exhibit 1)
- The refund can take [your processor's stated time, only if you can show it] to appear on a statement (Exhibit 2)
- The refund matches the disputed charge: [yes, only if the statement shows it] (Exhibit 2)

Policy
- Our refund policy: "[exact quote]", shown at [page or step] (Exhibit 3)

Contact with the customer
- [Date]: [what was said about the refund, and the channel] (Exhibit 4)

Exhibits
1. Refund transaction record
2. Statement or processor record
3. Refund policy
4. Messages with the customer

Never state anything you cannot prove. Every sentence in the response should point to a file you can attach. Delete any line you have no file for.

• Writing that the customer was refunded without a record that shows date and amount.
• Trying to refund again. Shopify's help says an order's payment can't be refunded through Shopify after a chargeback process has started.
• Assuming the reason is Credit not processed. Read the reason on your own chargeback and use that reason's evidence list.
• Fighting when a refund really was owed and never paid. Shopify's help says that if you owe the customer a refund you can issue it, you might still lose the chargeback, and it can prevent future disputes.

How can a customer file a chargeback after I refunded them?

Shopify's help lists it as a common scenario: the refund was issued, but it has not appeared yet because of a processing delay. Show the refund record and statement with the dates.

Can I refund them again to end the dispute?

No. Shopify's help says you can't refund a chargeback after the chargeback process has started, and the funds are automatically taken from your account by the bank. For an inquiry where funds have not been taken, a refund is possible but not recommended.

What counts as proof of the refund?

Per Shopify's help: the refund transaction record with timestamps, amount and confirmation number, and a bank or processor statement showing when it was processed and that it matches the disputed charge.

What if the customer says they returned the item?

Shopify's help lists return tracking as evidence: whether you received the returned item. Include it with the refund record.

When do I submit?

Before the due date on your chargeback. Shopify's help says the due date is 7 to 21 days after the chargeback is filed, and after it you cannot submit more evidence.

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• A buyer opened a PayPal dispute. How do I respond?
• A Stripe dispute on my Shopify store: where do I submit evidence?

How long a refund takes to appear on a bank statement varies by bank and is not stated by Shopify, so it is left out. Rules and deadlines can change, so use the due date and form on your own dispute.

The Chargeback Evidence Checklist, or its ready text to paste into ChatGPT, asks for your dispute reason and lists the proof to gather. Or pick the reason on the chargebacks page.

The kit now has six fill-in response letters for Word or Google Docs (one per reason), evidence checklists, worked examples and a one-page Start-here guide, plus an optional ready text for ChatGPT or a similar assistant that fills the letter in for you. The Chargeback Response Kit and the free Chargeback Evidence Checklist are written around Shopify's chargeback reason names: Fraudulent, Unrecognized, Product not received, Product unacceptable, Subscription canceled, Duplicate, Credit not processed and General. The Writer's README says it also handles inquiries, Shopify Protect orders and orders that were already refunded. Its response structure carries over to other payment methods, because the questions a bank asks are similar. Where and how you submit differs, and we have not tested the skill against a case where you refunded before the dispute, other than the refund-status structure it already includes. Check the form's own limits before you paste anything in. What carries over to PayPal, Stripe and other processors: the way the response is built (what happened, evidence as numbered exhibits, the policy quoted word for word, dated contact with the customer, nothing you cannot back with a file) and the evidence ideas for each kind of claim. The fill-in letters follow Shopify's reason names, so for another processor pick the letter for the closest reason and use it to organise your facts. What does not: the reason names, the deadlines, the evidence field names and where you submit, which belong to each processor, so check them against that processor's own page above.

Before: a merchant sent delivery photos against a fraud dispute and lost.
After: a verdict (weak, fight only if cheap), what the bank actually asks, and what to gather instead.

It is also one of the six helpers in the Store Ops Pack, $29.

Send the dispute reason, the amount, the due date and the evidence you hold, with no card or customer data. We reply with what looks strong, what is missing and whether accepting may cost less. Free, no call, no sign-up. We cannot promise a day, and nobody can promise how a bank or payment provider will decide.

Kai Ventura, Pro Skill Packs

General information from the public sources above and our own checklists. It is not legal advice, and no response can promise how a bank or payment provider will decide. Pro Skill Packs is not affiliated with, endorsed by or sponsored by Shopify Inc., Affirm, Klarna, PayPal or Stripe. All chargeback pages.