My customer says they withdrew the chargeback. What now?

1. Only your customer can drop it. Shopify's help says they need to contact their own bank and tell it they want to drop the chargeback.
2. Shopify also says you should still submit evidence to the bank, including the statement where the customer said they want to cancel the dispute.
3. Do not wait for the bank to confirm. The due date on the chargeback does not move, and Shopify's page does not say a withdrawal pauses it.

• Shopify's admin article: "If your customer has agreed that the chargeback was a mistake, then only your customer can reverse it." source
• "If you communicate with your customer and they agree to cancel the dispute, then they need to contact their bank and inform them that they want to drop the chargeback. You should also submit evidence to the customer's bank, including the statement where the customer stated they want to cancel the dispute." source
• Evidence Shopify lists for this: the date and time you fulfilled the order, the billing information the customer used, the IP address (the internet address of the device used) and country used for the order, and shipping and tracking information. source
• On timing: "You can edit your evidence response at any time before the chargeback due date. The due date varies from 7 to 21 days after the chargeback or inquiry is filed." source
• Stripe's documentation, for Stripe accounts: submit evidence even if the customer says they are withdrawing, because "many card issuers treat failure to submit evidence as an acceptance of liability", and a withdrawn dispute does not resolve faster or look different in the Dashboard. source

Sources: Shopify Help: Managing chargebacks in the admin; Stripe Documentation: Dispute withdrawals, read 4 October 2026.

Plain words: An IP address is the internet address of the phone or computer used to order. The issuer is the bank that issued the customer's card.

Which bank step the customer takes and how long it takes depends on their bank and card network. We found no Shopify page giving a timeframe. Where you see it: the chargeback status and due date are on the order in your Shopify admin, in the chargeback banner. If it still shows open, you can still add evidence.

1. Ask the customer to send you a short written statement, for example an email, saying they want to drop the dispute with their bank. Save it as a screenshot or PDF.
2. Open the order, click Add evidence in the chargeback banner, and add that statement with the order and shipping evidence.
3. Check the due date and plan to submit well before it.
4. Do not refund through Shopify: Shopify says an order's payment can't be refunded through Shopify after a chargeback process has been started.

• The product not received reason page: evidence list and response template
• The credit not processed reason page: evidence list and response template
• The free evidence picker: pick your reason and see what is missing

Can I cancel the chargeback myself?

No. Shopify's help says only the customer can reverse it, by contacting their bank.

Does a withdrawal pause the due date?

Shopify's pages do not say so. Treat the due date on your chargeback as firm.

What if I issue a refund to get them to withdraw?

Shopify says an order's payment can't be refunded through Shopify after a chargeback has started, and the funds are taken from your account by the bank. For an inquiry where no money has been taken, a refund is possible but not recommended.

Is this the same for PayPal or Klarna?

No. PayPal disputes are resolved in the PayPal Resolution Center and Klarna disputes follow Klarna's process. See the pages for each processor.

• Is the chargeback fee refunded if I win?
• 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?
• Chargeback versus inquiry: what is the difference?
• 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.