I refunded them and they still filed a chargeback. How?

1. Shopify's help lists it as a common scenario for a credit not processed dispute: "The refund was issued, but hasn't appeared yet due to a processing delay."
2. Your answer is the refund record: the transaction log with timestamps, amount and confirmation number, plus a statement showing it matches the disputed charge.
3. Do not refund again. Shopify says a payment can't be refunded through Shopify after a chargeback has started.

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

Quoted from a public merchant forum, name removed.

• Shopify's responding article: "A credit not processed dispute occurs when the customer expects a refund or credit that wasn't issued or hasn't appeared on their statement." source
• Scenarios it lists: "You agreed to a refund, but it wasn't processed." "A return was received, but the credit wasn't issued." "The refund was issued, but hasn't appeared yet due to a processing delay." source
• Evidence: "Refund transaction record: If you issued the refund, then provide the transaction log with timestamps, amount, and confirmation number." "Bank or processor statement: Demonstrate when the refund was processed and that it matches the disputed charge." source
• "You can't refund a chargeback after the chargeback process has started... 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". source
• Shopify also says: "If you owe your customer a refund, then you can issue a refund from your Shopify admin. You might lose the chargeback, but issuing the refund demonstrates good customer service and can prevent future disputes." source

Sources: Shopify Help: Responding to chargebacks and inquiries; Shopify Help: Managing chargebacks in the admin; PayPal User Agreement (UK), read 4 October 2026.

How long a refund takes to show on a customer's statement depends on their bank, and Shopify's page does not give a number. We could not confirm one from a primary source, so we do not state one. Where you see it: the order's timeline in your Shopify admin shows the refund timestamps, and the chargeback banner shows the reason and due date. Read the reason on your own chargeback: it may not be credit not processed.

1. Open the order and find the refund on its timeline. Screenshot the timestamp, amount and any confirmation number.
2. Check the reason in the chargeback banner. If it says credit not processed, use that reason's evidence list. If it says something else, use that list.
3. Add the refund record and your refund policy as the customer saw it, then your messages with the customer about the refund.
4. Submit before the due date. After you click Submit now you cannot edit.

• The credit not processed reason page: evidence list and response template
• The full page for a chargeback after a refund
• The free evidence picker: pick your reason and see what is missing

Why can they file after a refund?

Shopify lists it as a known scenario: the refund was issued but has not appeared on their statement yet because of a processing delay.

What proves the refund?

Per Shopify: 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.

Can I refund them again to end it?

No. Shopify says a payment can't be refunded through Shopify after a chargeback has started, and the bank takes the funds automatically.

Is a refund different for a PayPal order?

Yes. PayPal's UK user agreement says a claim is fully resolved only if the refund goes through PayPal, or you provide evidence PayPal accepts that the buyer agreed to another resolution.

• Is the chargeback fee refunded if I win?
• My customer says they withdrew the chargeback. What now?
• 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.