What is a chargeback?

A chargeback is when a customer disputes a charge with their bank or PayPal. The amount, plus a fee, is reversed out of your account. If you don't respond with evidence before the deadline, it's an automatic loss.

How does ChargebackAU work with Shopify?

ChargebackAU installs from the Shopify App Store and runs inside your admin. It listens for dispute events from Shopify Payments and PayPal, pulls the matching order data, and prepares your evidence automatically.

Do you submit the evidence for me?

For Shopify Payments disputes, you review the AI-prepared package and submit it to Shopify in one click. For PayPal, we prepare the evidence for you to lodge in your PayPal account.

Why is ChargebackAU Australia-specific?

The AI builds rebuttals around the Australian Consumer Law and Australia Post delivery evidence. That AU focus is what makes the evidence persuasive for Australian merchants, so the app is available to AU-based stores only.

How does billing work?

Through the Shopify Billing API, on your regular Shopify invoice. Plans are flat monthly fees in USD with no success fee. Start on the free plan and upgrade or cancel any time.

Privacy Policy — ChargebackAU

1. Who We Are
ChargebackAU ("we", "us", "our") is a dispute-management app for Australian Shopify merchants, operated from Australia. We help merchants respond to payment chargebacks using AI-generated evidence.

Contact: support@chargebackassistant.com.au

2. Information We Collect

2.1 Merchant Account Information
When you install ChargebackAU from the Shopify App Store, we collect your business name, contact email, shop domain, and your store's billing country.

2.2 Shopify Data
When you install ChargebackAU, you authorise our app to access your Shopify store via OAuth. Through the granted scopes we access:
- Order details: order ID, line items, amounts, fulfillment status, shipping and billing addresses
- Customer information: name, email address, and shipping address — used exclusively to build dispute evidence
- Transaction and dispute records: payment gateway, amounts, dates, and Shopify Payments dispute data

We do not access, store, or process any payment card numbers. All card data remains within Shopify's infrastructure.

2.3 PayPal Data
If you choose to connect your PayPal business account, we receive a PayPal OAuth access token and refresh token, stored encrypted at rest. We use this to receive dispute notifications and match PayPal disputes to your Shopify orders.

2.4 Merchant-Provided Content
We store content you provide during onboarding, including your business description, refund policy, shipping carrier, and estimated shipping days. This is used to generate AI dispute evidence on your behalf.

2.5 Usage Data
Standard server logs including IP addresses, request timestamps, and browser information for security and debugging.

3. How We Use Your Information
We use your data solely to:
- Detect and process chargebacks on your behalf
- Generate and (where authorised) submit evidence to Shopify Payments or prepare it for PayPal
- Send you email notifications about dispute activity
- Provide the in-admin dashboard and reporting features
- Collect subscription fees via the Shopify Billing API

We do not sell, rent, or share your data or your customers' data with any third party for marketing purposes.

4. Customer Data — Important Notice
In the course of building dispute evidence we process personal information belonging to your customers (name, email, shipping and billing addresses, and order history). This data is:
- Accessed only to generate dispute evidence
- Never used for marketing or profiling
- Never shared except as required to submit evidence to Shopify Payments or PayPal
- Subject to deletion on account closure (except dispute records retained for 7 years for legal and audit purposes)

As a merchant using our Service, you represent that you have the lawful right to share your customers' personal information with us for the purpose of disputing chargebacks.

5. Data Storage & Security
All data is stored on servers located in Australia. OAuth access tokens (Shopify, PayPal) are encrypted at rest using AES-256-GCM. We use HTTPS for all data in transit.

6. Third-Party Services
- Shopify — merchant authentication, order and dispute data (shopify.com/legal/privacy)
- PayPal — dispute notifications and transaction matching (paypal.com/privacy)
- Resend — transactional email delivery (resend.com/privacy)
- Anthropic — AI evidence generation; order and dispute data is sent to Anthropic's API to generate narrative text (anthropic.com/privacy)

7. Data Retention
We retain your account data for as long as the app remains installed. Dispute records are retained for 7 years for legal and audit purposes, then permanently deleted. If you uninstall ChargebackAU, your Shopify OAuth access token is immediately revoked. If you disconnect PayPal, those tokens are deleted immediately.

8. Your Rights
Under the Australian Privacy Act 1988, you have the right to access, correct, or request deletion of the personal information we hold, and to complain to the Office of the Australian Information Commissioner (oaic.gov.au). To exercise these rights, contact support@chargebackassistant.com.au.

9. Shopify Mandatory Webhooks
In compliance with Shopify's requirements, we process the mandatory privacy webhook events:
- customers/redact — we delete customer personal data on request
- shop/redact — we delete all merchant data on request
- customers/data_request — we provide a copy of stored customer data on request

10. Changes to This Policy
We may update this policy from time to time and will notify you of significant changes via email or in-app notification.