Chargeback reason: Duplicate

Shopify's help says a chargeback is marked Duplicate when the customer believes you charged them twice for the same product or service.

Source: Shopify Help, read 4 October 2026: Reasons for a chargeback or inquiry and Responding to chargebacks and inquiries.

Whether the two charges were for two different things, or one thing billed twice.

• Check your orders and payments first. If you did charge the customer twice for the same product or service, Shopify's help says you have to accept the chargeback.
• If the two charges were for separate products or services, contact the customer and explain. If they agree, they should ask their bank to drop the chargeback.

Shopify's help lists these for this reason. Send what you actually have.

• An explanation of the reason for the two charges
• Receipts that prove the two charges were for different products or services
• Any communication with the customer where you told them about the two charges

Also listed in Shopify's responding article

• Transaction logs showing only one charge was processed, or that several charges were for separate orders
• An order details comparison: order numbers, timestamps and items
• A pre-authorization explanation, if one charge was a temporary hold that cleared (Shopify's help says customers may mistake authorization holds for duplicate charges)
• Receipts for each transaction
• Refund confirmation, if a duplicate did occur and you already refunded it

Our additions

• Put the two orders side by side: order numbers, dates, items, amounts, and the fulfillment record for each.

Plain text, because bank systems often strip formatting. Replace every [bracket] with a fact from your records, and delete any line you cannot back with a file.

Dispute response: orders [order number 1] and [order number 2], [amounts and currency], reason: Duplicate

Summary
The cardholder disputes a charge of [amount] on [date]. Our records show two separate orders, each for different goods or services, not one charge taken twice. We ask that the dispute be decided in our favour.

The two charges
- Order [number 1]: [items], [amount], placed on [date], fulfilled on [date] (Exhibit 1)
- Order [number 2]: [items], [amount], placed on [date], fulfilled on [date] (Exhibit 2)
- Why there are two charges: [plain explanation, only if true]

Communication with the customer
- [Date]: [what you told them about the two charges, and the channel] (Exhibit 3)
  [Delete this section if you have no record.]

Exhibits
1. Receipt and fulfillment record for order 1
2. Receipt and fulfillment record for order 2
3. Message to 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.

Where

1. From your Shopify admin, go to Orders and click the order that is being disputed.
2. In the chargeback banner, click Add evidence.
3. On the Chargeback response page, review the information about the chargeback, enter any additional information, and upload your items of evidence.
4. Click Save to save your progress. You can come back and edit until the due date.
5. To send it early: on the Chargeback response page click Submit now, then click Submit in the confirmation dialog. If you do not submit early, Shopify sends the evidence on the due date.

When

• The due date is 7 to 21 days after the chargeback or inquiry is filed. It shows in your store's timezone, and if no time is shown the deadline is 11:59 PM on that date.
• Shopify automatically collects evidence and sends it to the credit card company on the due date. Adding your own evidence can improve your chances.
• You can edit your evidence at any time before the due date. After you click Submit now you cannot edit it.
• After the due date you cannot submit further evidence. Shopify's help says there are no exceptions.
• The credit card company's review can take up to 75 days after you submit. After the bank or card company rules, Shopify's help says there is no appeal and the decision is final.
• You can also accept a chargeback without submitting evidence, with Accept chargeback in the chargeback banner.

Shopify's help says some details depend on the card-issuing bank and the card network, and that disputes from third-party payment providers such as PayPal Express Checkout may follow different processes and timelines. Use the due date shown on your own chargeback in the admin, not a number from any article.

File rules for your evidence

• Only PDF, JPEG or PNG files. PDFs must be PDF/A compliant, must not be PDF Portfolios, and must have fewer than 50 pages.
• Each file must not exceed 2 MB, and all your evidence files together must not exceed 4 MB.
• Submit only one file for each type of evidence. Combine several files into one image or PDF.
• Do not include audio or video files, links to external resources, or requests to call or email for more information.

Source: Shopify Help, read 4 October 2026. Managing chargebacks in the Shopify admin: "The due date varies from 7 to 21 days after the chargeback or inquiry is filed." and "After the submission deadline has passed, you can't submit any further evidence. There are no exceptions to this". Responding to chargebacks and inquiries: "Credit card company reviews: This can take up to 75 days after you submit."

• Fighting a charge that really was taken twice.
• Sending one receipt when the dispute is about two charges. Show both.
• Leaving out how the customer ended up with two orders, for example a second order placed after the first was edited.

Clear order confirmation emails and itemised receipts make a second legitimate charge easy to explain later.

What if I really did charge them twice?

Shopify's help says you have to accept the chargeback.

What counts as proof the charges were separate?

Receipts for each, showing different products or services, plus an explanation of why there are two. Shopify's help also asks for any communication in which you told the customer about the two charges.

Should I contact the customer?

Yes. If they agree the second charge was legitimate, they can ask their bank to drop the chargeback, and you send that as evidence.

How long should the response be?

Short. Two orders, their dates and items, why there are two, and the receipts.

• Fraudulent or unrecognized: The cardholder says they did not authorize the charge, or do not recognize your store name on their statement.
• Product not received: The customer told their bank they did not receive what they bought.
• Product unacceptable or not as described: The customer says what arrived was defective, damaged or not as you described it.
• Subscription canceled: The customer says you billed them for a subscription after it should have been canceled, or that they expected a reminder before the charge.
• Credit not processed: The customer says they returned the product or canceled the order and never got their money back.

Send the dispute reason, the amount, the due date and the evidence you hold, with no card or customer data. We read what you send and 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 the bank will decide.

The email opens with the subject filled in, to kaiventura.founder@gmail.com. The GitHub form needs a free GitHub account.

Kai Ventura, Pro Skill Packs

The kit has six fill-in response letters for Word or Google Docs (one per reason), evidence checklists, worked examples and a Start-here PDF, plus the skill and a paste-in prompt. The skill takes your dispute details and the evidence you hold, and writes a response matched to the reason, a checklist of files to attach and a list of gaps. It never invents evidence and tells you when accepting may cost less.

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.

Free first: the Chargeback Evidence Checklist skill, or its paste-in prompt for ChatGPT.

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

This page is general information from Shopify's public help and our own checklists. It is not legal advice, and no response can promise how a bank will decide. Pro Skill Packs is not affiliated with, endorsed by or sponsored by Shopify Inc. All chargeback reasons.