Disputes & Refunds
Chargebacks from Shopify Payments, Stripe and PayPal land in one worklist. Evidence assembles itself from data the suite already owns, and every letter waits for your approval.
The evidence packet builds itself
Each dispute reason has its own required categories, and the suite fills them from the Shopify order, live tracking, your helpdesk threads and the signals captured at purchase. A coverage pill tells you when the packet is ready.
- From data the suite already ownsThe Shopify order with fulfillment and live tracking, Inbox correspondence, purchase IP and device signals, AVS/CVV checks, store policies and the customer's history.
- Ten evidence categoriesFrom Proof of delivery to Distinct-charge evidence, each reason code pulls its own required set.
- Coverage at a glanceA pill like Evidence: 5/6 shows exactly what the packet holds, and turns green when it is ready.
The letter drafts itself. The odds stay honest.
Generate letter writes a six-section rebuttal from the letters you already won in this workspace. Next to it sits a win probability built on resolved cases, never on wishful thinking.
- Six sections, every timeIntroduction, order summary, evidence of a legitimate transaction, customer communication, refund / cancellation policy, conclusion. Edit anything, then Regenerate or Approve & save.
- A win chance that shows its workEmpirical-Bayes on resolved cases across reason, card network, processor and amount. Too few similar cases and it says Learning instead of a number.
- Human by defaultYou review and approve every letter. Submit to Shopify is one click; auto-submit is opt-in per store and off by default.
A radar that recommends, never blocks
Prevent scores recent orders and recommends Approve, Review or Decline. Checkout is never touched. And any open conversation tagged refund shows up as capital at risk, straight from your Inbox.
- Approve, Review or DeclineEvery recent order gets a risk score and a recommendation. Advisory only: no order is cancelled without you.
- Your lists, your rulesBlock, allow or watch emails, domains, IPs, countries, card BINs and phones. First-match rules, in priority order, decide which one wins.
- Refunds at risk, from InboxAn open conversation tagged refund counts the customer's last order as capital at risk, one click from the thread.
Reach out before it becomes a chargeback
The Outreach hub queues the orders Prevent flagged as high risk and gives you four actions, each behind an explicit confirmation. When the customer replies, the row updates itself.
- Contact customer, no money movesA proactive email with the real order data that opens a tagged Inbox conversation and marks the row Contacted.
- Every action asks firstContact customer, Refund, Cancel order and Block customer each sit behind a confirmation dialog.
- Replies track themselvesWhen the customer answers, the status flips to Replied on its own. Money or order actions mark the case Resolved.
One suite, zero seams
Where it plugs into the suite
Modules read and write the same data. These links are live in the product, not integrations you have to build.
Works with
Questions, answered
Shopify Payments is native: disputes flow in automatically and you submit evidence to Shopify in one click. Stripe and PayPal connect with one click (or a restricted API key) to ingest their disputes into the same worklist. Klarna connects with your API credentials. For non-Shopify processors you build the full evidence packet and letter here, then finish the submission on the processor's side.
See Disputes & Refunds on your store.
Fifteen minutes, your data, the whole suite around it.