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When a buyer charges back, the bank only ever hears one side of the story — theirs. Most sellers never respond, so the money is simply gone. Chargeback Shield answers every single dispute for you, builds the proof from your own order data, and submits it before the deadline. Its companion, Ban Radar, watches your dispute rate around the clock and steps in before your payment provider shuts your account down.
You only pay when you win. When Chargeback Shield wins a dispute for you, it keeps 18% of the recovered amount (10% on Business). That fee is added to your regular monthly statement — it’s never pulled from your wallet or your payout. Lose a case and you pay nothing; there’s no monthly subscription, and letting a small dispute go is always free.
You’ll find it in the dashboard under Security → Chargeback Shield (/security/disputes). The first time you open it — before any dispute has come in — it introduces itself: what it does, what it costs, and where to configure it.
Chargeback Shield first-run screen: a headline explaining that chargebacks now have to get past Shoppex first, an example of a won case, the three-step flow, and the Ban Radar teaser

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How it works

A chargeback (also called a dispute) is filed against the gateway that processed the payment — Stripe disputes live in Stripe, PayPal disputes live in PayPal. Shoppex receives the notification, surfaces it here, and goes to work automatically.
1

A buyer charges back

The dispute shows up here the moment it happens, straight from your Stripe or PayPal account. There’s nothing to install and nowhere else to watch — Shoppex already has the connection.
2

We build your defense

Chargeback Shield assembles an evidence packet from data only you have: the download log proving the buyer received the file, license activations from the buyer’s device, and the buyer’s prior order history. Generic dispute tools can’t see any of this — your storefront produced it.
3

We submit it before the deadline

The packet is sent to the bank inside the gateway’s evidence window. You can approve every case yourself, or let it run fully automatically. Win, and the money comes back to you.
Chargeback Shield never invents evidence. Every item in a packet is real telemetry your store recorded — a delivery event, a license ping, a past paid order. If the data needed to defend a case isn’t there, the case is flagged for your review instead of being submitted with a weak packet.

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The Disputes view

The Disputes tab is the working surface. A health strip across the top answers the question merchants actually care about — is my account safe? — followed by every dispute and its current state.
Chargeback Shield Disputes tab: a health strip showing dispute rate, open and submitted counts, and win rate, above a list of disputes with amounts, reasons in plain English, and status badges
The health strip carries three numbers:
  • Dispute rate (90d) — your rate over the last 90 days, coloured Healthy, At risk, or High risk against the zone where processors start watching. This is the headline because account survival, not recovery, is what costs sellers their business.
  • Open · submitted — how many cases are still in flight versus already sent to the bank.
  • Win rate — how many you’ve won and lost, and how much money has been recovered.
Each row in the list leads with the amount and a plain-English reason (“Buyer claims fraud”, “Buyer says they never got it”), the order it belongs to, and a status badge. Disputes raised on charges that didn’t originate from a Shoppex order are labelled Not a Shoppex order — Shoppex still tracks them for your account health, but it has no first-party evidence to defend them with.

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A single case

Opening a dispute shows everything Chargeback Shield knows about it: the amount and reason, the evidence packet it assembled, the submission history, and the customer details captured at checkout.
A single dispute detail page showing the masked dispute and invoice identifiers, the amount, the reason 'Buyer claims fraud', the assembled evidence section, submission history marked succeeded, and the customer's masked email, IP and country
For a won case the submission history shows the evidence was submitted automatically and the outcome — a Won badge in the corner. You can add an internal note to any case for your team; notes are private and never sent to the bank.

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Settings — what to fight and what to let go

Open Settings from the Chargeback Shield header to decide how much Chargeback Shield does on its own.
Chargeback Shield settings page with two groups: Fighting disputes (Fight disputes for me, an optional ask-me-first amount, and Alerts) and Small disputes (Let small disputes go with a limit, and Refund fraud warnings instantly)
Fully automatic submission. Turn it off to approve every case yourself — and if you forget, Chargeback Shield still submits 24 hours before the deadline, so nothing is ever lost to silence.
When automatic fighting is on, set a value here to hold the biggest disputes for your approval. Smaller ones are handled for you; anything above the amount waits for your OK. Leave it empty to never be asked.
Fighting a $5 dispute costs more than it’s worth, and accepting it keeps your account healthier. Below the limit you set, Chargeback Shield accepts the dispute instead of fighting it — and accepting is never charged a fee.
When a buyer’s bank flags a payment as fraud before a dispute is filed, refunding it quickly (below the same small-dispute limit) stops the chargeback from ever happening.
Email and Telegram alerts for new disputes and their results, so you’re never surprised by an outcome.

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What it costs

Chargeback Shield is success-based — there’s no monthly subscription and nothing to pay up front.
  • A fee applies only on disputes it wins for you. When the autopilot submits your evidence and the case is won, Chargeback Shield keeps 18% of the recovered amount (10% on Business).
  • The fee goes on your monthly statement. It’s billed alongside your other platform fees at the end of the month — never deducted from your wallet or held back from a payout.
  • You’re never charged for a loss, an accept, or a case you handled yourself. Lost disputes, small disputes you let go, and disputes you won directly in Stripe or PayPal carry no fee.
Because the fee only ever comes out of money Chargeback Shield recovers, turning it on can’t leave you worse off than ignoring a dispute would.

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Ban Radar — keeping your account alive

Winning disputes is only half the job. The other half is keeping your dispute rate out of the zone where Stripe and PayPal freeze your money and close your account. That’s Ban Radar, the second tab inside Chargeback Shield (/security/ban-radar).
Ban Radar tab showing account status High risk, the dispute rate against the danger zone, the current protection level Maximum, a rate trend chart, the active protection rules, a per-payment-provider breakdown for Stripe and PayPal, settings toggles, and a history timeline
Ban Radar tracks your rate every day and shows it three ways:
  • Account status — Healthy, At risk, or High risk, with the number of disputed payments behind it.
  • Dispute rate — your current rate, next to the point where Stripe starts watching accounts.
  • Protection — whether extra checkout protection is currently Normal, Protected, or at Maximum.

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Automatic protection

When your rate climbs, Ban Radar can tighten your checkout to bring it back down, then relax it again once you recover. The protection it applies is a runtime layer on top of checkout — it never changes your saved settings:
  • Card buyers verify their card before paying (3-D Secure)
  • VPN and proxy buyers are blocked
  • High-risk connections are blocked
  • Repeated purchases from the same buyer are limited
You’re always warned first. The very first time Ban Radar tightens your checkout it announces the change ahead of time — you can apply it immediately, dismiss it, or hold your protection level exactly where it is. Each step costs a little conversion and protects the account; the choice stays yours.
The Rate trend chart plots your dispute rate against the danger line and, if it’s rising, estimates how long until you’d reach it. The per-payment-provider breakdown splits the rate across Stripe and PayPal so you can see which account is under pressure. Every escalation and relaxation is recorded in the History timeline.
A processor freezing your account usually freezes your money first. Ban Radar is designed to act before that happens — but it can only protect what it can see. Keep Ban Radar enabled, and respond to its early warnings rather than waiting for the High-risk state.

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What Chargeback Shield is good for

Digital-goods sellers

Most disputes on digital goods are “I never got it” or “I don’t recognise this charge.” Your download logs and license activations answer both — automatically.

Sellers who don't want to babysit disputes

Turn on automatic fighting and Chargeback Shield handles the whole lifecycle: assemble, submit, follow up, and let small ones go.

Anyone on Stripe or PayPal

Ban Radar keeps your dispute rate out of the account-closing zone, so one bad week doesn’t cost you your payment provider.

Stores that want their money back

Evidence built from your own data wins cases generic tools can’t — and you only pay when it works.
For the blocking side of fraud — banning specific buyers, IPs, or regions after the fact — see Disputes & chargebacks and the Security → Blocked list.