Use this guide to connect Shopify to Chargeback.io so Prevent can automatically refund transactions linked to Ethoca Alerts and Cardholder Dispute Resolution Network (CDRN) alerts. You’ll also learn how to install the Shopify app, troubleshoot connection issues, and disconnect Shopify from Chargeback.io.
For auto-refund settings and thresholds, follow Set up auto-refunds for alerts.
How to Connect Shopify to Chargeback.io
Follow one of these methods to connect your Chargeback.io account to Shopify to start automating refunds for CDRN and Ethoca alerts.
Method 1 (Recommended)
In the sidebar, click Alerts, then select Configure from the dropdown.
On the Configure page, click the Integrate tab.
Find the Shopify card and click
Connect, then you'll be redirected to the Shopify App page.Log in to Shopify and select your store.
Click
Installand review the requested permissions.Click
Installagain to confirm.
Connection completes instantly in most cases.
If needed, set an auto-refund threshold to limit automatic refunds. See the Automatic Refund Guide for more information.
Method 2 (Shopify App Store)
Go to the Shopify App Store.
Search for Chargeback: Auto-Prevention.
Click
Install.Follow steps 5–6 from Method 1.
How Do I Disconnect Shopify from Chargeback.io?
In the sidebar, click Alerts, then select Configure from the dropdown.
On the Configure page, click the Integrate tab.
Find the Shopify card and click
Disconnect.Log in to Shopify and go to Settings.
In the sidebar, select Apps.
Confirm that Chargeback: Auto-Prevention is uninstalled.
The disconnection is immediate. After disconnecting, automatic refunds for CDRN and Ethoca alerts will stop.
Disconnecting Shopify does not stop alerts immediately. Uninstalling the app may also start the unenrollment process for your store's billing descriptors.
If you want to keep receiving alerts and refund them manually, contact Support. If you want to stop alerts, submit an unenrollment request. Alerts may continue until unenrollment is complete.
What to do if Chargeback.io isn't uninstalled from Shopify
Log in to Shopify and go to Settings.
In the sidebar, click Apps.
Find the app, Chargeback: Auto Prevention.
Click the three dots.
In the dropdown, click Uninstall.
The disconnection is immediate.
Troubleshooting
Error: "Account Already Connected"
Error: "Account Already Connected"
Log in to any other Chargeback.io accounts you may have. Check whether one of those accounts is already connected to this Shopify store.
If another account is connected, disconnect the store from that account first, then reconnect from the correct account.
If no other account shows a connection to this store, do not uninstall and reinstall the app. Contact Support and include your business account name, your Shopify store URL, and a screenshot of the error message.
Shopify is not listed in the Integrate tab
Shopify is not listed in the Integrate tab
If the Shopify card has disappeared from Integrate, even though Shopify was previously connected:
In the business account selector, confirm you have the correct business account selected.
In the sidebar, click Alerts, then select Configure from the dropdown.
On the Configure page, click the Integrate tab.
If the Shopify card is visible, click
Connectto reconnect the store.If the Shopify card is not visible, contact Chargeback.io support.
When contacting Support, include:
The name of the affected business account
A screenshot of the full Integrations page with the correct business account selected
The exact URL from the address bar at the time of the issue
The date and time of the attempt in your local time zone
💬 Still need help? Contact Chargeback.io support.