Chargeback management for Shopify

SEON offers an automated chargeback management solution powered by Chargeflow for our customers. This service is designed to simplify chargeback handling and maximize your chances of winning disputes. The chargeback management service is available to all SEON customers who operate a Shopify store.

Please note that the automated chargeback management service incurs an additional cost. To inquire about pricing and receive a quote, please reach out to support@seon.io.

Chargebacks occur when a customer disputes a transaction and requests their bank to reverse the payment. Common reasons for chargebacks include unauthorized transactions, undelivered goods, or dissatisfaction with the product or service. 

While chargebacks offer consumer protection, they can create financial losses, administrative burdens, and strain customer relationships for merchants.

Managing chargebacks manually can be time-consuming and error-prone, especially for businesses handling a large volume of transactions. An automated chargeback management service helps with:

• Easy setup: Enable and integrate with just a few clicks.
• Automated dispute management: Automatically handles your disputes, reducing manual work.
• Evidence collection: Gathers the necessary evidence for submissions to ensure a high win rate.
• Insights: Provides a comprehensive overview of chargeback trends, including key performance indicators.

1. Requirements: Ensure that the SEON Shopify application is installed and active.
2. Contact SEON: Reach out to your SEON representative to request the chargeback management service.
3. Enable the service: Once enabled, a login option for the chargeback platform will appear in your SEON admin panel.
4. Log in: Click Go to dashboard, which will redirect you to the chargeback platform.

Integration setup:

1. Select Shopify as your integration in the chargeback platform.
2. Follow the provided setup guide.

Once the chargeback platform is configured, you will only need to manually intervene in disputes when evidence is missing.

Here are the features you can access from the chargeback platform:

• Full chargeback data: Access detailed information about all chargebacks.
• Trends: View trends to understand your chargeback patterns over time.
• Recovered funds: Monitor how much money you have recovered.
• Dispute status: Track the status of each dispute from submission to resolution.

How to access the chargeback platform

You can login directly to the platform from your Shopify store. Look for your installed apps, and select Chargeflow.

Alternatively, you can login to the SEON Admin Panel, and then choose the Chargebacks option, which then directs you to the chargeback platform.

User management

If you log in to the chargeback platform from your Shopify store, the user account will be the admin account registered to the chargeback service. All users who have access to the store will have access to the chargeback platform. 

In case you have users who only have access to SEON, but not your store, and you want them to have access to the chargeback platform, you need to create user accounts for them. Simply log in to the chargeback platform, choose Settings and add their email addresses.

Learn more: If you wish to learn more about the chargeback platform powered by Chargeflow, visit the documentation here.

SEON dashboard integration

In the SEON dashboard, you can:

• View transactions with disputes: Easily identify which transactions have disputes. Transactions with disputes get the Chargeback tag.
• Fraud labelling: Transactions with a dispute will automatically receive the ecommerce_fraud label, as described in our Label API v2 documentation. Their status will also be set to DECLINE. This helps you differentiate disputed transactions within your analytics.

By streamlining chargeback management and providing clear visibility into disputes, this solution empowers you to save time and recover funds more efficiently.

Note: This feature is currently exclusive to Shopify customers. However, we’re actively gathering interest from other customers to expand its availability. If you’re interested, let us know via support@seon.io —we’d love to hear from you!

Data sync options

To support building the strongest possible evidence files for disputes, SEON shares transactional data with Chargeflow using Chargeflow’s Update Dispute Order API.

When we find a matching transaction, SEON automatically syncs all available transaction data to enrich the dispute case.

Tip: Since transaction information like shipping addresses, billing addresses, or product details may change after SEON’s initial fraud check, the synced data might not always reflect later updates. Chargeflow gathers this information automatically from Shopify, so we recommend to keep this setting turned off.

In addition to the current transaction data, we also query your customer’s historical transaction history. We search for previous transactions that match the criteria set out in the Visa Compelling Evidence 3.0 initiative. Even if you are not officially enrolled in the Visa CE3.0 program, building strong historical evidence significantly improves your chances of winning disputes. Our system automatically looks for older successful transactions that share key elements (such as IP address, device fingerprint or shipping address) with the disputed transaction, and adds them as historical proof.

You can manage all sync settings easily from the chargeback management settings page in your SEON Admin Panel. You have full control over how much information SEON syncs:

• You can sync all transaction details automatically.
• Or you can individually toggle the sync for billing address details, shipping address details and product details.