Payment Disputes & Chargebacks

Payment disputes and chargebacks

Resolve the payment issue, not just the transaction.

Contact PaintFu for a direct review when practical. If a transaction is unauthorized, contact your bank or payment provider promptly.

Contact payment supportRead billing information
Support first when practicalMany order issues can be resolved directly
Rights preservedYour payment and consumer rights remain intact
Evidence-based reviewRelevant order records may be submitted
Provider decisionThe bank or payment provider controls the outcome

Contact support when something looks wrong

A payment dispute can take longer than a direct support review. If you recognize the transaction, contact support@paintfu.com with the order number and problem before opening a chargeback when practical.

Delivery

Missing physical order

Check tracking and the shipping address, then ask support to investigate.

Digital

Missing download

Check filtered email folders and ask support to restore access.

Payment

Unknown or duplicate charge

Contact your payment provider and PaintFu promptly.

Your payment and consumer rights remain intact

This policy encourages direct resolution but does not remove or restrict any legal, statutory, card-network, bank, or payment-provider right. If you believe a transaction is unauthorized, contact your bank or payment provider promptly.

Never email PaintFu your full card number, security code, online-banking password, or payment-account password.

How a payment dispute is reviewed

When a dispute is opened, the bank, card issuer, or payment provider controls the process, requests information, and decides the outcome. PaintFu may respond with evidence relevant to the reason given.

Depending on the order, that evidence may include order confirmation, checkout and payment records, shipping address, carrier tracking, delivery confirmation, download-access records, refund records, customer communications, and the policies presented at purchase.

Evidence is submitted for review, not as an automatic decision.The payment provider determines whether the dispute is accepted or reversed.

Common payment concerns

Pending authorization

A temporary authorization can appear before a payment is finalized. Your bank determines when a pending authorization is released.

Duplicate-looking transaction

Confirm whether both entries are settled rather than pending. Send support the dates, amounts, and order number, but never full card details.

Refund not yet visible

After PaintFu issues an approved refund, Shopify Payments and the customer’s bank may need additional processing time. See the Billing and Payment Policy.

Delivery or product issue

Use the Shipping Policy or Return and Refund Policy so the issue can be reviewed under the correct process.

Unauthorized payments and fraud review

If you do not recognize a transaction, contact your bank or payment provider promptly and email PaintFu. Orders may be held, canceled, or reviewed when payment verification fails or fraud indicators require additional review.

PaintFu may ask for non-sensitive order information needed to locate the transaction. Do not send identity documents or payment credentials unless a verified Shopify checkout or payment-provider process specifically requires them.

When a chargeback is already active

Tell support the dispute reference and reason without sending sensitive payment data. A refund and a chargeback should not be processed blindly at the same time because that can create conflicting or duplicate payment actions.

PaintFu will respond through the payment-provider process and explain whether any direct resolution remains available. Timelines are controlled by the provider.

Frequently asked questions

What is a chargeback?

A chargeback is a payment dispute opened with a bank, card issuer, or payment provider. The provider reviews information from the customer and merchant and decides the outcome under its own rules and timeline.

Must I contact PaintFu before disputing a payment?

You are encouraged to contact PaintFu first because many delivery, download, duplicate-charge, or refund questions can be resolved faster. However, this policy does not remove any legal or contractual right to contact your payment provider.

What if I do not recognize a PaintFu transaction?

Contact your bank or payment provider promptly and email support@paintfu.com. Do not share card numbers or security codes with PaintFu. Include only the order email, approximate date, amount, and any order number you recognize.

What evidence may PaintFu provide during a dispute?

PaintFu may provide relevant order details, payment and checkout records, delivery tracking, download-access records, customer communications, refund records, and the policies shown at purchase. Information is limited to what is relevant and permitted.

Who decides a chargeback?

The bank, card issuer, or payment provider controls the investigation and final decision. PaintFu can submit evidence and respond to requests but does not control the provider's timeline or outcome.

What if I was charged twice?

One entry may be a temporary authorization rather than a settled duplicate payment. Check whether both entries have posted, then contact support with the order number, dates, and amounts. Your bank can explain pending authorizations.

Can I still request a refund after opening a chargeback?

Tell support that a dispute is already open. Payment-provider rules can restrict or duplicate refund activity while a chargeback is active. PaintFu will explain what can be done without creating conflicting transactions.

Will PaintFu restrict me for making a valid dispute?

PaintFu does not treat the lawful exercise of payment or consumer rights as a policy violation. Fraudulent activity, abusive conduct, or repeated misuse may be reviewed separately under applicable terms and law.

Customer support

Need help identifying a payment?

Include the order email, approximate date, amount, and order number if known. Never send full card or account credentials.

Email support@paintfu.com

Last updated: July 16, 2026