> ## Documentation Index
> Fetch the complete documentation index at: https://docs.shoppex.io/llms.txt
> Use this file to discover all available pages before exploring further.
# Chargeback Shield
> Win your disputes automatically and keep your Stripe and PayPal accounts alive.
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.
## 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.
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.
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.
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.
## 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.
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.
### 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.
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.
## 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.
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.
## 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.
## 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 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**.
### 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.
## What Chargeback Shield is good for
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.
Turn on automatic fighting and Chargeback Shield handles the whole lifecycle: assemble,
submit, follow up, and let small ones go.
Ban Radar keeps your dispute rate out of the account-closing zone, so one bad week doesn't
cost you your payment provider.
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](/merchants/payments/disputes) and the **Security → Blocked** list.