Chargeback versus inquiry: what is the difference?

1. Shopify's help says that with a chargeback the bank takes the disputed amount and a chargeback fee from you right away; with an inquiry it does not.
2. In both cases the bank asks you for evidence, you submit a response, and the credit card company makes the final decision.
3. If an inquiry is decided for the customer it might escalate to a full chargeback, when the amount and fee are debited.

Search wording seen: "shopify chargeback inquiry vs chargeback, accept or fight".

• Shopify's chargebacks overview: "If the cardholder's bank makes a chargeback, then the bank takes the disputed amount from you right away. The cardholder's bank also takes a chargeback fee from you. If the cardholder's bank makes an inquiry, then they don't take the disputed amount or a fee right away." source
• The comparison table in Shopify's responding article. Chargeback: "The disputed amount and chargeback fee are withdrawn immediately." Inquiry: "No money is taken during the investigation." source
• If resolved in your favour: "The disputed amount and chargeback fee are returned. No action is required." If resolved in the customer's favour: "You lose the disputed amount and chargeback fee. The inquiry might escalate to a full chargeback." source
• Review time: chargeback "up to 75 days after you submit"; inquiry "usually takes 65-75 days, but might take longer". source
• Refunds: "If the chargeback is only an inquiry and the funds haven't been taken by the credit card company yet, then a refund is possible but not recommended." source
• Stripe's documentation, for Stripe accounts, describes an inquiry as a pre-dispute stage, and says that failing to respond to one "can signal to the issuer your implicit acceptance of the claim, resulting in an escalation to a formal, and likely unwinnable, chargeback". source

Sources: Shopify Help: Chargebacks and inquiries; Shopify Help: Responding to chargebacks and inquiries; Shopify Help: Managing chargebacks in the admin; Stripe Documentation: How disputes work, read 4 October 2026.

Whether you get an inquiry or a chargeback depends on the card network and the issuing bank. Where you see it: Shopify labels each one as a chargeback or an inquiry on the order's banner, with its status (open, submitted, won, lost) and due date. You can also filter orders by Chargeback and inquiry status in the Orders list.

1. Open the order and check whether the banner says chargeback or inquiry, and its due date.
2. If it is an inquiry, treat it like a chargeback: collect the same evidence and submit before the due date.
3. Read the reason (for example fraudulent or product not received) and open the matching evidence list.
4. Decide whether to submit or accept. You can accept from the chargeback banner.

• The fraudulent or unrecognized reason page: evidence list and response template
• The product unacceptable reason page: evidence list and response template
• The free evidence picker: pick your reason and see what is missing

Do I lose money during an inquiry?

Shopify says no money is taken during the investigation of an inquiry. It might escalate to a chargeback if decided for the customer.

Do I still need to respond to an inquiry?

Yes. Shopify says when an inquiry or a chargeback is opened, the bank asks you for evidence and you submit your response.

Is the evidence different?

Shopify says the process for collecting and submitting evidence is the same as for a chargeback.

Can I refund an inquiry?

Shopify says a refund is possible but not recommended if the funds have not been taken yet.

• Is the chargeback fee refunded if I win?
• My customer says they withdrew the chargeback. What now?
• I refunded them and they still filed a chargeback. How?
• How long until I hear back after I submit chargeback evidence?
• Can I contact the customer while there is a chargeback open?
• What counts as proof of delivery for a chargeback?
• I missed the chargeback due date. What happens now?
• All chargeback help

General information from the public sources above, read 4 October 2026. It is not legal advice, and nobody can promise how a bank or payment provider will decide. Rules and fees can change, so check the page on your own dispute. Pro Skill Packs is not affiliated with, endorsed by or sponsored by Shopify Inc., Stripe, PayPal, Klarna or Affirm.