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Risk Overview

The Risk page puts customer issues and chargebacks in one list, so you can see at a glance what needs your action and which case is most urgent.
  • Where: Insights → Risk in the sidebar. Older links to a customer issue or chargeback open the matching details on the Risk page.
  • Who: the store Owner and Admins can view and act.
  • Mode: test-mode and live-mode data are shown separately.

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Summary Cards

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The List

  • A deadline turns red when 24 hours or less remain, and shows Overdue once passed. Cases that do not need your action show ”—”.
  • Sorting: cases that need your action come first, earliest deadline first; everything else is sorted by most recent activity.
When you select a single type, the Status filter lists only the groups that apply to it: Won and Lost are for chargebacks only, and Resolved is for customer issues only.

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Status groups

For the statuses inside each group, see Issue statuses and Chargeback statuses.

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Issue Details

Click a customer issue to open Issue details on the right: From the details you can:
  • Reply to customer: type in the box at the bottom (up to 2,000 characters) and press Enter to send.
  • Mark as resolved: once confirmed, the customer is notified and can reopen the issue within 7 days. You can add an optional note for the customer.
  • Refund: start it from the payment details, then come back to reply or mark the issue as resolved.
For the rules and deadlines, see Customer Issues.

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Chargeback Details

Click a chargeback to open Chargeback details on the right: While a case needs action and the response deadline has not passed, Submit defense and Accept chargeback appear at the bottom of the details. After the deadline, every action is disabled.

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Submit a defense

1

Click Submit defense

Evidence to prepare for your defense at the top of the dialog shows the issuer’s own requirements for this reason code, in English.
2

Upload evidence

Drag files onto the upload area, or click Choose files. PDF, JPEG, or PNG, up to 10 MB each, up to 10 files per case.
3

Add notes for the issuer (optional)

Explain in English why the charge is valid, up to 2,048 characters.
4

Confirm

The dialog shows how many files will be sent. Submitted files can no longer be removed, and a $10 defense fee is charged.
The second cycle does not accept new evidence; your first-cycle material stands. Before you defend the second cycle you must tick I understand the arbitration risk. If the issuer still disagrees, the case may go to arbitration, which can cost around $500 if it is not decided in your favor.
For the evidence each reason code needs, see Evidence by reason code.

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Accept a chargeback

Click Accept chargeback and confirm. This can’t be undone: the disputed amount is not returned and the chargeback fee is not refunded.

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Customer Issues & Chargebacks in Analytics

The Customer issues & chargebacks section on the Analytics page follows the Analytics date range and, like the Risk page, is shown only to the store Owner and Admins:

Customer Issues

Where customer issues come from, deadlines, and how to handle them.

Chargebacks

The chargeback process, fees, and evidence requirements.

Payments

View payment details and issue refunds.

Analytics

Business insights and performance metrics.