Terms of Service

DisputeDesk is a Shopify app and web portal that helps merchants generate, review, and submit chargeback evidence to Shopify. It reads order, customer, and dispute data from Shopify, assembles a structured evidence pack, and saves the pack into the merchant's Shopify dispute response.

DisputeDesk does not transmit responses to card networks directly. The actual submission to Visa, Mastercard, or other networks happens inside Shopify Admin (either when a merchant clicks submit, or automatically on the dispute's due date — Shopify decides this).

DisputeDesk can be configured to build and save evidence packs automatically when a new dispute arrives. Automation can be enabled per dispute reason family (for example, fraud cases set to auto-pack while subscription disputes go to review). When automation is on, the system applies merchant-defined rules to decide whether to auto-save evidence or park the case for manual review. Audit events record every automated action.

Chargeback outcomes are decided by the cardholder's bank and the relevant card network. DisputeDesk does not represent that any dispute will be won, that win rates will improve, or that a particular set of evidence will be accepted. The service helps merchants assemble and submit organized evidence efficiently; it does not control the result.

• Accuracy. Information you provide (uploaded files, policies, manual notes) must be truthful and reflect the actual transaction. Submitting false evidence may constitute fraud and is prohibited.
• Authority. You are responsible for ensuring you have the right to submit the data on the connected store and that you comply with applicable consumer-protection, privacy, and recordkeeping laws.
• Account security. Keep your DisputeDesk credentials and any Shopify staff accounts authorized to use the app secure.
• Customer data. When DisputeDesk processes Shopify customer data on your behalf, you are the data controller and remain responsible for honoring data subject rights, statutory disclosures, and applicable retention rules.

DisputeDesk is offered on a subscription basis through Shopify Billing. Your plan, included pack quota, and price are shown when you subscribe. Subscriptions renew automatically until cancelled. You can change or cancel your plan at any time from inside the app or Shopify Admin; cancellation takes effect at the end of the current billing cycle. We do not offer refunds for partial billing cycles unless required by law.

You agree not to:

• Use the service to submit evidence you know to be false, misleading, or fabricated.
• Attempt to access another merchant's data, reverse-engineer the platform, or interfere with normal operation.
• Resell, rebrand, or sublicense access to the service without our written agreement.
• Use the service in a way that violates Shopify's API terms, applicable law, or the rights of a third party.

We aim for high availability but do not guarantee uninterrupted service. Maintenance windows, third-party outages (Shopify, Supabase, Vercel), and unforeseen incidents may interrupt access. The service is provided on an “as is” and “as available” basis to the maximum extent permitted by law.

To the maximum extent permitted by law, DisputeDesk is not liable for: lost dispute outcomes, lost revenue, lost data, or any indirect, incidental, special, consequential, or punitive damages arising from your use of the service. Where liability cannot be excluded, our aggregate liability is limited to the fees you paid us in the twelve months preceding the event giving rise to the claim.

DisputeDesk, including the platform, code, branding, and documentation, is and remains our intellectual property. You retain ownership of the data you upload and the evidence you generate. You grant us a limited license to process your data solely as needed to deliver the service. We may use de-identified, aggregated metrics (e.g. dispute volume per industry) for internal analytics and public communication.

We may suspend or terminate your access if you breach these terms, if your account presents a security or legal risk, or if your billing fails and is not cured. We will give you reasonable notice where practical. Termination does not waive accrued obligations (for example, fees already due).

You may uninstall DisputeDesk from a connected store at any time from Shopify Admin. On uninstall, our access to the store ends immediately. Shopify sends us a shop/redact webhook forty-eight hours later; on receipt we delete all data associated with that store.

We may update these terms from time to time. The “Last updated” date at the top reflects the most recent change. Material changes will be highlighted in the app or by email. Continued use of the service after a material change constitutes acceptance.

For help with the product, see our Support page or email support@disputedesk.app.

Questions about these terms: support@disputedesk.app. For privacy or data-protection inquiries, see the Privacy Policy.