Which payment methods report them
A payment method that is switched off or disconnected is answered in its own dashboard instead.
Mollie, Shopify, Mercado Pago, Pandabase and Skinloop report a chargeback once the bank has decided it, so there is nothing to answer: it is listed as lost, or won where it was reversed. Crypto is never charged back. A dispute on a payment you took outside Shoply is not listed.
The list
Four figures head it, over the last 90 days:
Card networks look closer at a store whose dispute rate passes about 0.75%, and a provider may hold payouts or close the account.
The disputes that need an answer come first, the soonest deadline first. Export CSV makes a spreadsheet of what the list shows.
A dispute reads as one of these:
Beside it is its stage: an Inquiry (the bank asks before deciding whether to charge back, and a good answer often stops it there), a Chargeback, a PayPal Claim (opened with PayPal, not the bank), or Pre-arbitration and Arbitration, a second round after the first decision, which asks for an answer again.
What Shoply recorded
A dispute’s page shows what Shoply knows about its order, in four parts:- The Buyer: their email, name and billing address, and the IP address, country and browser they paid from.
- The Order: when it was placed, that they agreed to your terms at checkout, when it was paid, and what was delivered.
- After Delivery: when the receipt was emailed, and every time the buyer opened their order or downloaded a file, with where from.
- History: their earlier orders and whether any was disputed, their review, and the policies you have written in Settings.
Answering from Shoply
Open the dispute from the list, or with Open Dispute on its order’s page. Under Your Response:- Fight It or Accept It. Accepting means the buyer keeps the money, which is right when they have a point.
- Answer the two questions only you can: whether the buyer contacted you before disputing, and whether they used what they bought.
- Change In Your Own Words, which starts as a sentence written from the record.
- Add files if you have them: a chat with the buyer, a receipt, or something else. A PDF, PNG or JPEG, one of each kind, up to 4 MB together.
Stripe
Stripe hands the answer to the buyer’s bank at once. The bank usually decides within 60 to 75 days. What goes to Stripe:
If your Stripe key was made with restricted permissions, it needs write access to Disputes and Files to submit. Without it, Shoply says so, and you can download the PDF and answer in Stripe’s own dashboard instead.
Revolut Business
Shoply’s PDF and your files are uploaded to the dispute, and it is challenged:PayPal
Shoply asks PayPal what the dispute takes now and sends that: evidence where PayPal asks for it, an appeal of a decision, or supporting information on a chargeback. Your words, your two answers and what Shoply recorded go as its notes, up to PayPal’s 2,000 characters, with Shoply’s PDF and your files beside them. For an item not received the evidence is proof of fulfilment; for any other reason it is Other. If PayPal is not taking an answer at that moment, Shoply says so and you can answer in the Resolution Center. Your PayPal app needs Customer Disputes ticked, under Features in the PayPal Developer Dashboard. It is ticked to start.Adyen
Adyen takes documents and a reason, and no written statement, so your words are in Shoply’s PDF. Shoply asks Adyen which defense reasons the dispute allows, picks the one for goods that were provided (or the closest Adyen offers), uploads Shoply’s PDF as each document that reason requires and your files as the others it takes, then defends it. Your Adyen API credential needs the API dispute management role, beside the roles payments use. An Adyen chargeback can be defended until its defense period ends, which the dispute’s deadline shows. Adyen says when the defense is in, and how it ended.Accepting
Accept Dispute concedes it in the payment provider: Stripe closes it, Revolut and Adyen accept it, and PayPal accepts the claim and refunds the buyer from your PayPal account. The order becomes a chargeback, and it cannot be undone. If the provider refuses your key or app for disputes, Shoply says which permission it needs, and you can download the PDF and answer in its own dashboard instead.Answering in a provider’s own dashboard
Whop and Shopify take an answer in their own dashboards, which Shoply cannot send to, and so do PayPal connected by email alone and a payment method that is switched off. The dispute’s page has everything to send there: each part of the record with a copy button, your answer, and Download PDF, Shoply’s PDF to upload as your supporting document. Once you have sent it, press Mark as Submitted, and the dispute reads as under review.After a chargeback
After a Chargeback on the dispute’s page says what was done, and what can still be:- Blacklist Buyer puts their email and the addresses they ordered from on your blacklist, where your settings did not already.
- Hide Now hides their keys, files and instructions on their order’s page, in the customer panel and at their download links. What was emailed cannot be taken back. Show Again undoes it.
- An affiliate’s commission on the order is taken back when it is lost, as for a refund.
Settings
Under Fraud Shield, Disputes, then Settings. Each change is saved as you make it.
Answering by itself and accepting are for disputes answered from Shoply, and each is tried once a dispute. One that the provider refuses is left for you, saying why.
Being told of a dispute is set with your other alerts, in Settings, Notifications: Email Me When a Dispute Opens, with the deadline, and Email Me How a Dispute Ended (both on to start, and with no alerts address they go to your account’s email), and Disputes among what is posted to your Discord. See Settings.
Limits
A store sends 20 answers or acceptances every 10 minutes, and adds 30 files every 10 minutes.For developers
Every dispute raisesdispute.opened, then dispute.updated as it changes, and dispute.won, dispute.lost or dispute.closed as it ends: see Webhook events. A key with Read Disputes lists and reads them, and one with Answer Disputes saves, submits, accepts and marks them: see List disputes.