A chargeback doesn't just cost you the sale. It comes with a penalty fee, pulls your standing with payment processors, and lands in your lap to dispute, usually on a tight deadline. Zendrop's Chargeback Management feature gives Plus and Usage-Based plan subscribers a direct line to documentation and support when a dispute is filed, so you're not going into it empty-handed.
What Chargeback Management does
When a customer files a chargeback with their bank or card issuer, Zendrop steps in to help you build a stronger case. Specifically, Zendrop prepares and provides:
Shipping labels for the disputed order.
Tracking information, including screenshots showing shipment progress and current delivery status.
Packing slips that include the recipient's details and tracking number, available on request from the support team.
Coordination with financial institutions as part of the standard dispute resolution process.
Note
Zendrop does not file chargeback disputes on your behalf. Submitting the dispute to your bank or payment processor is still your responsibility. Zendrop arms you with the evidence. You submit it.
How it's different from managing disputes yourself
Without Chargeback Management, you're sourcing everything on your own. That means tracking down shipping records, screenshotting tracking pages, and figuring out what evidence your payment processor actually needs, all while the clock is ticking on the response deadline.
With Chargeback Management, Zendrop does the documentation work for you. The table below breaks down what changes:
Task | Self-managed | With Chargeback Management |
Shipping labels | You locate and export them yourself | Zendrop provides them |
Tracking evidence | You screenshot and compile tracking pages | Zendrop provides screenshots and progress records |
Packing slips | Not available without contacting support | Available on request from your support team |
Financial institution coordination | Not available | Zendrop coordinates directly as part of the resolution process |
Filing the dispute | Your responsibility | Still your responsibility |
Which plans include access
Chargeback Management is available on:
Zendrop Plus Plan ($79/month or $549/year).
Usage-Based Billing Plan (available through Shopify; $29–$79/month based on linked products).
How to access Chargeback Management
Chargeback Management is accessed through Zendrop's support team:
Use the in-app messenger. Open your Zendrop account and reach out through the messenger to connect with the team instantly.
Have your order number, customer name, and a brief description of the chargeback reason ready when you reach out. The support team will pull together the documentation you need to build your case.
What you're responsible for
Chargeback Management covers documentation. The rest is on you. When a chargeback is filed, you still need to:
Submit the dispute to your bank or payment processor before their response deadline.
Provide any additional evidence not covered by Zendrop, such as photos or videos of the product and your customer communication records.
Contact the customer directly to attempt resolution. If they agree to drop the chargeback, they'll need to contact their card issuer.
Submit a separate claim to Zendrop for a refund or replacement if the dispute involves a product issue.
Private Agent Program members
If you're on the Private Agent Program, your dedicated Account Manager can provide additional chargeback support beyond the standard documentation. Reach out to them directly when a dispute is filed.
Common chargeback scenarios
The documentation Zendrop provides applies to the most common dispute types:
Product not received. Use Zendrop's tracking screenshots to show shipment progress, customs arrival, or delivery confirmation.
Order still in transit. Attach the shipping label and tracking status to your dispute, with a note that the shipment is in progress.
Late delivery. Submit tracking evidence from the Orders tab plus the packing slip from Zendrop's support team.
Refund already processed. If you've already refunded the customer, you can use that as grounds to cancel the chargeback. Zendrop will still review the case internally based on their refund policy.
Proactive strategies to reduce chargeback risks
Prevention is cheaper than dispute resolution. These habits reduce your exposure before a chargeback is ever filed:
Monitor orders closely. Stay on top of order statuses and keep an eye out for chargeback notifications.
Maintain comprehensive documentation. Keep shipping details, tracking numbers, and order confirmations organized.
Communicate clearly with customers. Proactively address issues before they escalate into disputes.
Have a clear refund and return policy. A transparent policy sets expectations and reduces misunderstandings. View Zendrop's Refund Policy
Require a non-delivery certificate. For "item not received" claims, request this document from customers for added validation.
Zendrop supports your efforts by providing fulfillment and tracking evidence when you need it.
Don't wait for a chargeback to get your documentation in order. Upgrade to Plus and let Zendrop handle the evidence so you can focus on the dispute.