⚠️ Descriptor prefix required for best coverage
Add SP before your descriptor for most Shopify stores. PP for Shopify stores located in France. Add a space after the SP or PP and before the descriptor.
We recommend adding 2 different versions of your descriptor:
One with the prefix:
SP DESCRIPTOROne without the prefix:
DESCRIPTOR
Video Guide: Finding Descriptors & ARNs in Shopify
How to Find Your Descriptor & ARNs in Shopify
1. Finding Your Shopify Payments Billing Descriptor
Log in to your Shopify account.
In the lower-left corner, click ⚙️ Settings.
On the left menu, select Payments.
Under Shopify Payments, click Manage.
Scroll down to the Customer Billing Statement section.
The Customer Statement Descriptor shown there is your billing descriptor.
Add your descriptor(s) in the Chargeback.io dashboard:
Go to Alerts → Configure → + Enroll More Descriptors
Shopify automatically adds "SP" before your descriptor name.
⚠️ Important:
When entering your descriptor in Chargeback.io, include the prefix manually:
Use SP if your store is outside France.
Use PP if your store is in France.
2. Finding Your Shopify Payments ARNs
Step 1. Log in to your Shopify Admin Panel.
Step 2. Go to Orders.
Step 3. Use the Payment Status filter and select:
Refunded
Partially Refunded
Step 4. Open each refunded order.
Step 5. Scroll to the Order Timeline section.
Step 6. Find the Refund event.
Step 7. Look under the refund details to see the Acquirer Reference Number (ARN).
Step 8. Add your ARNs in the Chargeback.io dashboard:
Go to Alerts → Configure → RDR section → + Enroll More Descriptors
⚠️ Important Notes
Some transactions may show a System Trace Audit Number (STAN) instead of an ARN. STANs are not accepted.
Orders that became chargebacks do not display ARNs.
Contact Shopify Support to request ARNs for those transactions.
Each ARN must:
Be 23 digits long
Start with a 2 or 7
Come from a Visa transaction
You need 2 ARNs to complete setup in Chargeback.io.
Further reading:
⭐ Optimization Tip:
Do you want automatic refunds for CDRN and Ethoca with Shopify?
See this guide to learn how to connect to our Shopify app.
Why Can't I See an ARN in the Shopify Timeline?
You might not see an ARN in your order timeline for one of these reasons:
Your store is in France: ARNs do not appear in timelines for French stores. Contact Shopify Support to request these codes.
The ARN hasn't been generated yet: It can take 1–3 business days after a refund is processed for an ARN to appear.
The refund used a non-Visa card: ARNs only generate for Visa transactions.
If Shopify Gave You ARNs That Start With 8
This applies specifically to French Shopify stores.
If you contacted Shopify Support to request ARNs and received codes that start with 8, those are issued by Braintree/PayPal, which processes payments for French Shopify accounts. Verifi does not accept ARNs that start with 8 — valid ARNs must start with 2 or 7.
You have two options:
Option 1 — Submit the ARNs anyway: You can attempt to submit them, but Verifi will likely reject them. If that happens, move to Option 2.
Option 2 (recommended) — Request your BINs and CAID instead: Ask Shopify Support to escalate your request to a specialist and ask for your acquiring BINs and CAID using this message:
Can you please provide my acquiring BINs and CAID? I need them so I can activate Rapid Dispute Resolution (RDR) alerts with a chargeback prevention service.
Once you have them, follow the BINs and CAID guide to enter them in Chargeback.io.
You may be enrolled in a Shopify dispute program
Shopify Payments merchants with elevated dispute history may be automatically enrolled in Shopify's Network Dispute Resolution Program (NDRP). This program automatically manages customer disputes and aims to reduce the number of chargebacks a business incurs. Merchants receive a notification when enrolled.
If your account is enrolled in an NDRP and you're also trying to enroll in RDR through Chargeback.io, the two programs can conflict. This may cause your descriptor to show the Enrolled Elsewhere status.
If you see that status and believe Shopify's NDRP is the cause, contact Shopify Support and ask whether your account is enrolled in an NDRP. If they confirm it, ask them to remove you from the program.
Note that exiting an NDRP requires meeting specific conditions, such as reaching a certain dispute rate. Shopify will share those requirements when you contact them. See Shopify's NDRP guide for details.
Next Steps
💬 Still need help? Contact Chargeback.io support.