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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.

Disputes are filed against the gateway that processed the payment — not against Shoppex. Stripe disputes land in Stripe, PayPal disputes land in PayPal. Shoppex surfaces them in your dashboard so you don’t have to monitor three places.

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How you find out

When a gateway notifies us of a new dispute, the order moves to a disputed state and you get an event on the order:disputed webhook plus a dashboard notification. The Orders page shows the dispute alongside the original order.

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Responding

Each gateway has its own evidence flow. Stripe gives you a deadline (typically 7-14 days depending on the card network). PayPal disputes go through their resolution center with a similar window. You respond inside that gateway’s interface — Stripe Dashboard or PayPal Resolution Center. Shoppex doesn’t proxy evidence submission, because the gateway is the one judging the case. What Shoppex contributes: the order detail page shows everything we captured at checkout — buyer IP, country, device fingerprint, order timestamp, fulfillment proof (download log, serial delivered, role granted). Copy what’s relevant into your gateway’s evidence form.

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Prevention

Most disputes for digital goods come from buyers who don’t recognize the charge on their statement. Two things help:
  • Set a clear shop name in Settings → Shop. This is what flows into the gateway’s descriptor field.
  • Send fulfillment quickly. Buyers who haven’t received what they paid for after a few hours are more likely to dispute than wait for support.

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Blacklisting bad buyers

If a specific buyer disputes after fulfillment (also called “friendly fraud”), add them to Security → Blocked (/security/blocked) to block future purchases. Shoppex supports blocking by:
  • Email
  • IP address or IP range
  • Country
  • Domain
  • ASN or ISP
  • City
  • Crypto wallet address
Use the most specific entry that matches the abuse. Country-level blocks are blunt; ASN or IP-range blocks are usually what you want for a recurring abuser.