Support
Need help with Dispute Vault? We’re here to help you understand your evidence packs and respond to disputes.
What we can help with
Evidence and dispute responses
- Understanding how evidence is collected and what each section contains
- Reviewing your evidence pack before submitting to Shopify
- Why certain evidence fields are missing or incomplete
- How the writeback to Shopify Payments works
Shopify-related troubleshooting
- App installation, permissions, and access issues
- Webhooks not arriving or evidence not updating
- Helpdesk connection setup issues
Billing & account
- Trial status, cancellation, and subscription questions
- Billing and invoice questions
To help us solve your issue quickly, please include:
- Your Shopify store domain (for example:
your-store.myshopify.com) - What you expected to happen
- What happened instead
- Screenshot(s) if possible
- Dispute or order ID (if applicable)
- Whether you’ve already submitted a response to Shopify for this dispute
This usually saves one or two back-and-forth emails.
Response times and support process
Important note about dispute responses
Dispute Vault helps you assemble evidence and write it back to Shopify’s dispute-evidence object for your review.
You review and approve the evidence before it is submitted. Dispute Vault does not submit responses automatically without your confirmation.
Contact support
Status / outages
For known incidents (for example, delayed evidence collection due to Shopify API issues), we’ll post updates on this page and in the Shopify app where possible.
Email support@disputevault.com with subject URGENT: dispute deadline, include your store domain, and share the dispute ID if possible.