Dispute Desk
Case file · Shopify app · in development
Every chargeback, every processor, one queue. Nothing goes out without you.
Disputes from Shopify Payments, PayPal and Stripe in one list, sorted by deadline, with the evidence pulled from the order and a response drafted for the reason the customer gave. You read it, add what you want, and submit. Reminders go out by email 7, 3 and 1 days before each deadline.
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Duein 2 days
ProcessorPayPal
Order#1042 J. Alvarez
ReasonItem not received
Amount$142.00
StatusDraft ready
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Duein 6 days
ProcessorShopify Payments
Order#1038 M. Chen
ReasonFraudulent or unrecognised
Amount$318.50
StatusDraft ready
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Duein 11 days
ProcessorStripe
Order#1029 R. Okafor
ReasonNot as described
Amount$96.90
StatusGathering evidence
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Duein 16 days
ProcessorStripe
Order#1011 L. Brandt
ReasonDuplicate charge
Amount$55.00
StatusNeeds order
Drawn for this page with sample data, not a screenshot. Open the first dispute · Hear when it opens
A chargeback is a deadline with a fee attached.
The customer's bank takes the money back straight away, adds a fee, and gives you a short window, often one to three weeks, to answer with evidence. Miss it, or send the wrong evidence for the reason code, and the money is gone. If you take PayPal or Stripe as well as Shopify Payments, each has its own dispute screen and its own format.
What merchants ask for
- Don't miss a deadline.
- Put the right evidence in without an hour of digging.
- Don't pay a cut on disputes I'd have won anyway.
- Handle PayPal and Stripe the same way as Shopify Payments.
- Know when to refund instead of fight.
One dispute, opened
Evidence on one side, your response on the other.
Disputes › Order #1042
$142.00 · Item not received PayPal
Evidence found
- Order #1042Linen apron, 2 tea towels. Paid Oct 2.
- ShipmentUPS, tracking 1Z 999 AA1 0123 4567 84, shipped Oct 3.
- Delivery scanDelivered Oct 7, 2:14 PM, front door, to the shipping address on the order.
- Customer history4 earlier orders since 2025, none disputed.
- Policies at checkoutShipping and refund policy, shown and accepted.
- Your filesAdd a photo or a message screenshot.
Response
The order was shipped by UPS on October 3 with tracking number 1Z 999 AA1 0123 4567 84, and the carrier scanned it as delivered on October 7 at 2:14 PM to the shipping address the customer entered at checkout.
The customer has placed four earlier orders with us, delivered to the same address, none of them disputed…
Version 2 · edited by you
PayPal passes the evidence to the bank straight away, and it can't be changed afterwards. Type SUBMIT to confirm.
Evidence, found for you
The dispute is matched to its Shopify order by the payment, and the app pulls the order, the shipment and delivery scan, the customer's earlier orders, the address and CVV checks, and the policies shown at checkout.
A response for this reason code
Drafted from one template per kind of dispute, in the format the processor asks for, citing only evidence that's in the packet.
Fight, or refund
A strength score, and a flag when refunding would cost you less than fighting and paying the dispute fee.
Sent only when you say
Edit the text, attach a photo or a message, then type SUBMIT. The audit log records who sent what, and when.
Reason codes
Each reason asks for different proof.
Evidence it gathers
The shipment, its tracking number, the carrier's delivery scan, and the address it went to.
What the response argues
That the parcel was shipped, tracked and scanned as delivered to the address the customer gave.
Evidence it gathers
Address and CVV match results, where the order was placed from, and the customer's earlier orders.
What the response argues
That the real cardholder placed the order: the checks matched and the customer has bought before.
Evidence it gathers
What was ordered, how the product was described, and the refund policy shown at checkout.
What the response argues
That the customer got what the listing said, under a policy they agreed to.
Evidence it gathers
The order and its items, showing the two charges were two separate purchases.
What the response argues
That there were two orders, not one order charged twice.
Evidence it gathers
The cancellation policy the customer agreed to, and why the charge still stands.
What the response argues
That the charge came before the cancellation took effect, under the terms shown.
Evidence it gathers
The refund policy shown at checkout, and why no refund was due.
What the response argues
That the request fell outside the refund policy the customer accepted.
Three rules it keeps
Approved by you
No autopilot. Nothing is submitted until you've read it and typed SUBMIT.
Flat price
One monthly price for every dispute, billed through Shopify, announced at launch. Never a percentage of what you win, no per-alert charges, no holds.
Every processor
Shopify Payments, PayPal and Stripe in one queue, with one list of deadlines.
Questions
Does it ever submit a response on its own?
No. There is no autopilot. Dispute Desk gathers the evidence and drafts the response; you read it, change what you like, and send it. Sending is the one step that can't be undone, so it asks you to type SUBMIT first, and the audit log records who sent what and when.
Does it take a percentage of what I win?
No. Dispute Desk will have one flat monthly price for every dispute from every connected processor, billed through Shopify. No success fees, no per-alert charges and no holds on your card. The price will be announced at launch.
Which processors does it work with?
Shopify Payments, PayPal and Stripe, in one queue. For Stripe and PayPal it sends your response through their own dispute APIs. For Shopify Payments it fills in Shopify's dispute evidence through the API; where Shopify doesn't let an app send it, Dispute Desk links you to the dispute in your Shopify admin to send it there.
Can the draft say something that isn't true?
Drafts are built from the facts the app found, one template per kind of dispute, and may only cite evidence that exists in the packet. A check blocks sending while a field the processor requires is still empty. And you read every word before it goes.
Should I fight every dispute?
Not always. Each dispute gets a strength score, and a flag when the evidence is thin enough that refunding costs you less than fighting and paying the dispute fee.
What happens to my customers' data?
Dispute Desk reads the order, the customer's earlier orders and the shipping details it needs as evidence, and keeps them only until 90 days after the dispute closes. A customer's data-deletion request removes their evidence and drafts. Uninstalling disconnects your processors straight away, and everything is deleted 48 hours later.
Does it prevent chargebacks?
No. It doesn't do chargeback alerts, fraud scoring, order blocking or guarantees. It helps you answer the disputes you get, on time and with the right evidence.
Does it add anything to my storefront?
No. Dispute Desk has no theme extension, no pixel and no storefront code at all. Your shoppers never load anything from it.
In development
Coming to the Shopify App Store.
Dispute Desk is being built and tested against each processor's test mode. Leave your email and we'll write once, when it opens.