Respond in three moves: identify the reason code, gather its specific evidence, lead with a 3-sentence narrative. Generic responses ("this customer really ordered this") win under 20% of the time. Reason-code-matched packets win 60–80%. The difference isn't effort — it's knowing which 4 documents the issuer analyst is trained to look for on each code.
Read the reason code first
The dispute card in your admin shows Shopify's simplified reason ("fraudulent", "product not received", "product unacceptable", "subscription canceled", "unrecognized"). Each maps to a card-network code with its own rules — the full list is in our reason code reference.
The reason dictates everything: delivery proof is decisive on "not received" and nearly irrelevant on "unacceptable". Don't build the packet until you know which game you're playing.
Assemble the matching evidence
The 4-document rule per code:
- Fraudulent: AVS/CVV match record, IP + device data, delivery to AVS address, prior undisputed orders from the same customer.
- Not received: carrier tracking (delivered), POD image, fulfillment timestamps, shipping-notification email.
- Unacceptable: listing as of the order date, QC/fulfillment record, return policy, evidence no return was attempted.
- Subscription canceled: signup T&Cs screenshot, billing history, cancellation-log absence, post-charge usage.
Four documents, not forty. Analysts scan top-down and stop when convinced — or overwhelmed.
Write the 3-sentence narrative
Sentence 1: who + order + date + amount. Sentence 2: the decisive fact ("delivered to the AVS-verified address on June 3, proof attached"). Sentence 3: the network rule that applies (CE 3.0, the return-attempt requirement, 3DS liability shift).
Full templates per reason code are in our rebuttal templates post. Or skip the manual work — Aurai reads the code, builds the packet, and submits automatically, charging 25% only when it wins.
Frequently asked questions
Can I edit a response after submitting in Shopify?
No. Shopify submits once, and the processor forwards it once. Get it right the first time — there's no amendment process.
Should I respond to every dispute?
No — concede disputes where the customer is right (undelivered orders you can't prove, genuine defects you didn't remedy). Fight the rest.
Post reflects public documentation, industry surveys, and Aurai's own book of disputes as of the publish date. Visa, Mastercard, American Express, Discover, Stripe, PayPal, and Shopify are trademarks of their respective owners; Aurai is independent and not endorsed by any of them. Network rules change — always verify current official rules before acting on any specific tactic.