Backstop watches your Shopify store for payment disputes, emails you before every evidence deadline, and assembles the evidence from your own order data. You approve everything before it goes anywhere. Free to install; evidence packs are $19/month.
Live on the Shopify App Store. Free plan, no card. Pro is $19/month after a 14-day trial.
Simulation. The countdown is real time; the dispute is not (yours will be).
“Every reason code has specific evidence requirements and we had no idea… wrong evidence, automatic loss. Our win rate went from 28% to around 60% over the next 3 months.”
A merchant, verbatim, Shopify Community, June 2026. Their only change: learning what each reason code requires. Backstop puts that knowledge next to every dispute.
How short the evidence window can get over a holiday. Miss it and Shopify submits a generic packet in your name.
A response locks the moment it goes in, yours orShopify’s, with no edits after.
How often Backstop checks your store, whether or not you ever open the app.
Drag to your numbers. Chargebacks cluster around card-testing waves and holiday volume, and each one carries its own deadline.
$4,320
disputed per year, with a deadline on every dollar
Money at stake is not money recovered, banks decide disputes. What Backstop does guarantee is that no deadline passes unwatched and no packet goes out generic.
Watch
Total money at stake, the next deadline, and every open dispute ranked by urgency, with a fight or skip call on each. The urgent ones look urgent. That is the entire point.
This screenshot is the shipping product on a test store, not a mockup.
Assemble
Order details, fulfillment and tracking, customer history, your refund policy, pulled into one reviewable document, with a checklist of what only you can add: a delivery photo, a customer conversation.
Backstop never auto-submits. You see the exact document, then you submit it in Shopify. That is a feature, not a limitation.
This is Backstop’s real guidance library, the same data the app puts next to your disputes. The win rates are industry averages for merchants who send the evidence each reason needs. Note that one of these says “skip”: the app tells you when a fight is not worth your time.
9 to 17%
of these are won with the right evidence, industry average
Fraudulent transaction disputes are the hardest to win. Banks default to the cardholder. Two exceptions worth fighting: CE 3.0 eligibility (see above), and orders that ran through 3D Secure: authenticated transactions generally leave fraud liability with the issuer. Without either, accept the loss and focus on prevention: AVS, CVV, and 3D Secure stop most stolen-card fraud before a dispute ever files.
Full Fraudulent Transaction playbook →30 to 50%
of these are won with the right evidence, industry average
Product Not Received is winnable when you have a carrier scan showing 'Delivered' at the correct address. Know that a tracking scan alone can be overridden when the cardholder insists nothing arrived: a delivery photo or signature is often what decides it, especially on higher-value orders. Expect to win roughly half these disputes with strong evidence, not more. If the package was genuinely lost in transit, refunding and filing a carrier claim is faster and cheaper than fighting the dispute.
Full Product Not Received playbook →25 to 45%
of these are won with the right evidence, industry average
Often triggered by an unfamiliar billing descriptor on a bank statement. First verify your Stripe/Shopify billing descriptor is recognizable. If the descriptor is clear and you have login + delivery evidence, these disputes are contestable. If you believe it is true fraud, skip the dispute.
Full Transaction Unrecognized playbook →30 to 50%
of these are won with the right evidence, industry average
If you issued the refund before the dispute was filed, submit the refund transaction record: these are about as strong as dispute responses get. If the refund went out after the dispute was filed, it does not clear automatically; you still need to respond with the evidence. If you owe a refund and have not sent it, process it now: the dispute fee plus a lost chargeback costs more than the refund. If the refund is legitimately not owed (e.g. outside your stated policy window), document why clearly.
Full Credit / Refund Not Processed playbook →Four of the seven reason codes Backstop coaches, straight from the product. Every code has a full public playbook.
The watcher checks every store every 6 hours and emails you as a deadline approaches, even if you never open Shopify. One email per stage, never spam, off switch in Settings.
$19/month
For Pro, flat, after a 14-day free trial. Watching, deadline emails and the queue are free forever. A category famous for success fees and per-alert charges is why this line exists.
No, deliberately. You review the exact PDF, add what only you can know, and submit it yourself in Shopify’s dispute form. Auto-submitted generic evidence is how winnable cases get lost, and vendors who auto-submit get torched for it in their own reviews.
Nobody can promise that, banks decide disputes. What we can say: sending the evidence a reason code actually asks for is documented to matter, one merchant measured 28% to 60% after fixing only that, and Backstop makes it the default instead of the exception.
Read-only access to disputes, orders, customers, and fulfillments, the minimum for evidence assembly. No write access to anything, no customer phone numbers, and we never sell data. The privacy policy is one page and readable.
Then Backstop is a free watchman. The day one lands, and for most stores it eventually does, you find it already triaged with the deadline counted down, instead of finding it in a week-old unread email from your bank.
Yes. Prevention tools try to stop bad orders before they happen; Backstop handles the disputes that get through anyway. They coexist, they solve different halves of the problem.
Install Backstop in under a minute. Watching and deadline emails are free; evidence packs are $19/month after a 14-day trial.
Billed through Shopify with your store subscription. Nothing to set up on our side.
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