How to Auto-Tag Customers After a Chargeback is Created

Chargebacks are a direct hit to your bottom line, incurring fees, lost revenue, and often lost merchandise. Manually tracking customers who have initiated a dispute is time-consuming and prone to error, making it difficult to identify repeat offenders or high-risk buyers. This oversight can lead to continued losses and increased fraud exposure.

This Shopify Flow automation immediately addresses this by triggering whenever a 'Dispute created' event occurs. A critical condition filters these events, ensuring only actual 'Dispute type is equal to CHARGEBACK' incidents are processed, not just inquiries. The Flow then instantly uses the 'Add customer tags' action to apply a specific tag, like 'Initiated Chargeback', to the customer's profile, providing an undeniable record for your team.

• You want to quickly identify and monitor customers with a history of chargebacks.
• You need to segment customers for manual review of future orders from high-risk profiles.
• You aim to build a robust fraud prevention strategy by flagging customers who have already cost you money.

1. 1

   From your Shopify Flow dashboard, create a new workflow.

2. 2

   Select the 'Dispute created' trigger to start the workflow.

3. 3

   Add a 'Condition' block and set it to 'Dispute type is equal to CHARGEBACK'.

4. 4

   Add an 'Action' block under the condition and choose 'Add customer tags'.

5. 5

   Enter 'Initiated Chargeback' (or a similar, clear tag) into the tag field and activate your workflow.

Why is it important to tag customers who create a chargeback?

Tagging creates an immediate, permanent record on the customer's profile, crucial for risk assessment. This visibility allows your team to make informed decisions on future orders, support interactions, and overall customer management.

What kind of tag should I use for chargeback customers?

Use a clear, actionable tag like 'Initiated Chargeback', 'High Risk Customer', or 'Dispute History'. The tag should instantly convey the customer's risk profile to anyone viewing their account.

Can I prevent future orders from customers tagged with a chargeback history?

Yes, you can extend this automation with another Shopify Flow. Create a new workflow that triggers on 'Order created' for customers with the 'Initiated Chargeback' tag, then automatically cancel or hold the order for manual review.

What's the difference between a 'CHARGEBACK' and other dispute types?

A CHARGEBACK is a formal dispute initiated by the customer's bank to reverse a transaction, directly impacting your funds. Other dispute types, like 'INQUIRY', are typically less severe requests for information that may or may not escalate to a chargeback.

• Shopify Flow

  Native Shopify automation builder.

• Gorgias

  Helpdesk built for Shopify support workflows.

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