Frequently asked questions

Two things, in this order. First it PREVENTS: alerts from Ethoca, Visa RDR and CDRN tell us a cardholder has queried a charge hours before they can raise a chargeback, and we match that alert to the exact order and refund it inside the window, so it never counts against your dispute ratio. Second it FIGHTS: anything that still arrives as a chargeback gets a full representment, with evidence gathered from your store and a letter written for the reason code given.

Both, and that is the point. Prevention protects your dispute ratio — the number your processor watches and eventually closes accounts over — but you lose the sale to a refund. Representment recovers the money on the ones already filed. Most tools do one or the other; running both means the ratio stays low AND you are not simply refunding everything.

Under a minute. Install from the Shopify App Store or Whop, approve the connection, and we start watching. There is no code and nothing to configure before it works.

Yes, from start to finish. When a dispute opens we pull the order, payment, risk and tracking data from your store, search your support inbox and helpdesk for the conversation with the customer, write the response for that reason code and file it before the deadline. If you use ScaleChart's supplier portal, the shipping label, proof of delivery and real product photos are requested from your supplier automatically too. Prefer to check first? Switch on approval and nothing is filed until you say so.

Mastercard Ethoca, Visa RDR and Visa CDRN. When an alert arrives we match it to the exact order and refund it inside the network's window, so the dispute never becomes a chargeback and never counts against your dispute ratio. You choose which networks to enrol in.

Yes. Disputes on Shopify Payments, PayPal and Whop are fought automatically. Chargeback alerts come from the card networks, so they cover card payments; payments made with a PayPal balance or wallet can't receive alerts, but their disputes are still fought.

Yes for alerts: one Recoup account holds all your stores, and you switch between them in the dashboard. Chargeback fighting runs inside each store's own Shopify admin, where its disputes live.

An ARN (Acquirer Reference Number) is the 23-digit reference a card network gives a transaction when it settles; Visa uses it to recognise which merchant account your sales come from, so we ask for one or two when enrolling Visa alerts. The easiest place to find one is a refund: open an order paid with a Visa card that was refunded a few days ago, and the refund shows its ARN. No Visa refunds yet? Make two to four small test purchases on your store with a Visa card, refund them, and the ARNs appear on those refunds after a few days.

Yes, as long as the response window has not closed. We reconcile against the processor on install rather than relying only on webhooks, so disputes opened before you found us are picked up as well.

The order record, carrier tracking with the full scan history and the delivery confirmation, the processor's risk signals (AVS, CVV, purchase IP, risk level), your published refund, return, shipping and cancellation policies, a capture of your checkout showing those policies were presented before payment, and — where you have connected a mailbox — the customer's own messages about that order.

No. The argument is chosen by the reason code. A claim that the item never arrived is answered by the delivery scan; a claim that the item was unacceptable is answered by the listing, the condition on arrival and the return the cardholder never made. Filing a non-receipt argument against a quality claim reads to a reviewer as a form letter, and it loses.

Yes. You can run it fully automatically, or require your approval on every packet before it goes to the processor. Either way you can read the full letter and every exhibit, and the deadline is tracked for you.

Every packet is verified by reading back what the processor actually stored, rather than trusting our own success response. A filing that comes back truncated, missing its conclusion or missing an attachment is held and flagged instead of being left to go out silently.

No. If the record does not support a fact, the letter does not assert it. Issuers read the whole file, and one claim their own evidence contradicts costs more than the argument gained.

It depends on your reason-code mix and on what your store can prove. A delivered order with carrier tracking, a published refund policy and a customer thread in the record wins far more often than a bare fraud claim with none of that. Rather than publish one averaged figure that would be wrong for most merchants, we show your own rate in the dashboard from your first decided dispute.

Because the number that matters is yours, not an average. Figures above ninety percent in this category describe alert-based PREVENTION — stopping the chargeback before it is filed, which we also do — not representment. Quoting a prevention rate as a win rate would be comparing two different things, and you would find that out at your first reconciliation.

Nothing is charged. You see the outcome in your dashboard with the evidence that was filed, so you can tell whether it was a weak case or a missing piece of proof worth fixing for next time.

Not through the processor — once an issuer decides a representment, that decision stands. What is worth doing instead is fixing the evidence gap it exposed, which is usually a policy that was not published or a mailbox that was not connected.

Chargeback fighting: ten percent of a disputed amount, charged only when that dispute is won and the money is back with you — no install fee, no monthly fee, and lost disputes cost nothing. Chargeback alerts: paid per alert from a prepaid balance — Mastercard Ethoca $29, Visa RDR and CDRN $15 — with a $100 minimum top-up and no monthly fee.

No. The same purchase can trigger an alert from more than one network — Ethoca and Visa RDR both firing on one order is common. We charge you once per purchase; the second alert for that order is free.

Through the platform you installed on — a Shopify usage charge, or the card saved on your Whop account. We never take card details directly, and every fee is shown against the dispute that produced it.

No. Uninstall whenever you want. Fees already earned on disputes already won remain payable; nothing further is charged.

The order, the dispute and the transaction's risk signals for the dispute being fought. If you connect a mailbox or helpdesk, we search it per dispute for the thread about that order. We do not bulk-export your customers and we do not use one merchant's data to argue another merchant's case.

Only two things. We file the evidence on a dispute, and — if you use chargeback alerts — we refund the order an alert is about, which is how the alert stops the chargeback. We never modify products and never change anything else on your orders.

Encrypted, and used read-only. We never send mail as you. You can disconnect at any time, which deletes the stored credential.

Yes. Uninstalling removes your store's connection, and you can ask us to delete the dispute history at support@scalechart.app.