Trace for Shopify: help

Trace helps Shopify merchants answer chargebacks. When a customer files a dispute, Trace gathers the evidence from your store, drafts a response for you to review, and puts it into the dispute. You pay a flat monthly fee and keep 100% of what you win.

Who Trace works with

Trace works with disputes on Shopify Payments. Stores that use Shopify Payments in the United States are supported first. Disputes on other payment gateways are not visible to Trace through Shopify.

Set up

1. Add Trace from the Shopify App Store and approve the permissions on Shopify's page.
2. Create your Trace account (or sign in if you already have one). Your store is connected to it.
3. Choose a plan. You approve the charge on Shopify's page, and it appears on your Shopify invoice.
4. Your dashboard opens. Trace also imports your open disputes and the past year's decided ones, so your reports have history from the first day.

What happens when a dispute is filed

1. Shopify tells Trace about the dispute and Trace emails you with the deadline.
2. Trace pulls the order, shipping and payment evidence from your store and checks it against what that kind of dispute needs.
3. Trace drafts a response from those facts. You can edit every word.
4. You review and approve. Nothing is sent without your approval.
5. Press Save to Shopify. Trace puts your text and files into the dispute and reads it back to confirm. Shopify does not let any app press Submit for you. Instead, Shopify submits the saved response on the due date, and its response page shows when. You can press Submit now there to file sooner.

Trace emails you before the due date, and again if a response is still unsent. The deadline is always yours to meet.

Plans

• Core, $49 a month: up to 15 new disputes a month, one login.
• Pro, $149 a month: unlimited disputes, three logins, and extras such as fight-or-accept advice and a Prevention Playbook.

It is a flat fee. Trace never takes a percentage of what you recover. Past the Core limit, new disputes are still recorded and you are emailed the deadline, but Trace does no further work on them until you move to Pro. You can always respond directly in Shopify.

What Trace does not do

• It does not promise that a dispute will be won. The bank or card network decides.
• It does not send anything on its own. You approve every response.
• It does not change your orders, refunds or payouts.

Your data

Trace reads only what it needs to answer disputes. If you uninstall the app, the store is disconnected right away and its data is erased 48 hours later. Read the Privacy Policy, Terms and Refund policy.

Contact

Questions, or something looks wrong? Write to support@tracechargebacks.com. Include your store address and the dispute number if you have one.

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