The short answer
- Shopify Payments: Shopify's help says that if you win the chargeback, the fee is returned to you along with the disputed amount.
- One Shopify page words it more loosely: it says Shopify "might refund the chargeback fee depending on your country or region". Read your own country's line in the fee table below.
- If you lose, you lose the disputed amount and the fee. Winning does not take the dispute off your chargeback rate.
we incurred a $15 chargeback fee
Quoted from a public merchant forum, name removed.
What the sources say
- Shopify's admin article: "If you end up winning the dispute, then the full amount (including the chargeback fee) is returned to you." source
- Shopify's responding article: "When a chargeback is filed, your bank charges a processing fee. If you win the chargeback, then the fee is returned to you." source
- Shopify's chargebacks overview: "If you win the chargeback, then you get the disputed amount back, and Shopify might refund the chargeback fee depending on your country or region." source
- Fees by country, from the responding article: United States $15 USD; United Kingdom £10 GBP; Germany €15 EUR; Ireland €15 EUR + 23% value-added tax (VAT); Australia $25 AUD; New Zealand $20 NZD; Canada $15 CAD or $15 USD. The page lists more countries. source
- On a loss: "You lose the disputed amount and chargeback fee." For a partial win the page says "Some of the disputed amount returned" and does not say what happens to the fee. source
- On the chargeback rate: "Winning a dispute doesn't remove it from your chargeback rate. Your chargeback rate is based on the number of disputes filed, not the outcomes." 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.
It depends on your card network or bank
This is for Shopify Payments. If the buyer paid through PayPal, Klarna, Affirm or a Stripe account of your own, the fee rules are the processor's. Stripe's documentation says its dispute countered fee is returned if you win and the dispute received fee is not, unless your contract says otherwise. PayPal's UK user agreement describes a Dispute fee and a Chargeback fee. Where you see it: your own country's fee is in the table on Shopify's page, and the status (open, submitted, won, lost) is on the order in your Shopify admin.
What to do in the next 10 minutes
- Open the order in Shopify admin and read the chargeback status and the due date.
- Look up your country in the fee table and note the fee. Compare it with the order value to see what is at stake.
- Decide whether to fight or accept. You can accept from the chargeback banner on the order page.
- If you fight, pick the reason in the evidence picker and gather the files before you click Submit.
Go deeper
- The fraudulent or unrecognized reason page: evidence list and response template
- The product not received reason page: evidence list and response template
- The free evidence picker: pick your reason and see what is missing
Faster than filling in the template yourself: the $5 kit has the fill-in 'fraudulent or unrecognized' letter (Word or Google Docs), with its checklist and a worked example. Open it in Word or Google Docs, fill in the brackets, send. The template on this page stays free.
Stuck? Email your filled-in letter to kaiventura.founder@gmail.com before you submit (remove card numbers and anything you don't want to share). We'll tell you what's missing for your reason, usually within one working day. Free. Not legal advice.
One price, $5. No percentage of what you win, no subscription, no surprise charges.
If you use ChatGPT or a similar assistant, the kit also has a ready text to paste in that fills the letter in for you.
More questions merchants ask
Do I get the fee back if I accept the chargeback?
Shopify's pages do not say the fee is returned on an accepted chargeback. They describe the fee being returned when you win.
Is the fee the same in every country?
No. Shopify lists a fee for each country, for example $15 USD in the United States and £10 GBP in the United Kingdom, and notes extra VAT in Ireland.
Does a win lower my chargeback rate?
No. Shopify's page says winning does not remove the dispute from your rate, which counts disputes filed, not outcomes.
Who decides if I win?
Shopify says it does not decide chargeback outcomes. The customer's bank and credit card company decide based on the evidence you submit.
Other common questions
- 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?
- 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.