Case Studies: Recovering Shopify Chargebacks & Unpaid Orders
Chargebacks and unpaid orders are a reality for fast-growing Shopify brands. The question is not whether they occur, but how quickly and professionally you resolve them. Below are three real-style case studies that show how EcomTrade24 uses GDPR-compliant, email-only outreach to recover revenue without harming your brand.
Case #1 — Fashion DTC (Germany → EU)
at risk
orders
to majority recovery
paid
A Berlin fashion label experienced a surge of “item not received” claims across Spain and Italy. Logistics proof existed but the CS team was overwhelmed.
What we did
- Structured, multilingual email series referencing order IDs, timestamps, and return windows.
- Provided a payment link + friendly dispute path.
- Attached delivery proof once customers replied.
Outcome
Within 14 days, 21 of 26 orders were paid or resolved; 3 issued returns; 2 escalated and were documented for potential legal action. No negative reviews appeared—brand rating stayed 4.8★.
Case #2 — Home & Living (France → US/UK)
at risk
orders
to close
paid
US and UK customers triggered chargebacks after delayed deliveries. The merchant had proofs but lacked a calm, compliant strategy.
Workflow
- Email-only reminders citing FDCPA-aware language and UK consumer guidance (informational, not legal advice).
- One-click settlement page with partial credit option.
- Audit trail for each communication.
Outcome
24 of 33 orders recovered; 6 withdrawals of chargebacks; 3 returns accepted. Average first response time: 18 hours.
Case #3 — Supplements (Nordics → EU)
at risk
orders
to close
paid
Mixed basket disputes and subscription churn produced dozens of unpaid orders. We implemented a respectful email cadence with localized returns guidance.
Templates that worked
- Short subject lines: “Order #12345 — quick resolution,” “Payment attempt failed — here’s a secure link.”
- Three-message cadence: Day 1 notice → Day 5 reminder → Day 12 final friendly request.
- Always include: order ID, date, item names, VAT, returns link, secure payment link.