Evidence library. This page is ready
Documents you upload once
Your refund policy does not change between chargebacks. Put it here and it is offered on every dispute that has a slot for it, already the right file type and the right size.
Nothing here yet. Most stores need two files: the refund policy and, if you sell subscriptions or services, the cancellation terms.
Add a document
Asked for on credit-not-processed and product-unacceptable claims. Same file every time.
PDF, PNG or JPEG. 2 MB maximum.
Shopify’s rules for every evidence file:
· PDF, PNG or JPEG only.
· 2 MB per file, and 4 MB across the whole response.
· PDFs must be PDF/A and under 50 pages. Merge multiple PDFs into one.
· One file per slot. No audio, no video, and no links to pages held elsewhere.
Text you write once
Shopify shows these two answers to the bank word for word, and the right answer is the same on every dispute. Write them properly here and every new dispute starts with them filled in.
This fills the two fields on disputes you have not edited yet. Anything you have already written by hand on an open dispute stays as you wrote it.
Files attached to a dispute
Uploaded against one case. Each one stays with the dispute it belongs to.
No evidence files yet
Files you upload on a dispute appear here. For the documents that are the same on every dispute, use the section above instead.
Looking for one case rather than one file? Start in Disputes.