Mark Wagner

building @disputifier

[Mark Wagner @themarkwagner]

Why use Disputifier over the million chargeback apps that exist?

We were the first Shopify app for chargebacks in 2020

Now there's a bunch of competitors, some VC backed, shoving money at every influencer and their mom

But here's what really matters:

✅ Chargeback Alerts
Everyone does card alerts, but no one else does them right

Alerts have tons of issues other companies sweep under the rug:

😵 False Positives (alerting something that's not a chargeback)

🤮 Overlap (multiple alerts on the same order)

😓 Alerts that can't be located or are already refunded

Other companies just bill you for these and/or make it really difficult to find the issues

We automatically filter out all false positive alerts and send credits for any overlap or alerts that can't be refunded

This alone means you save 25%+ on your alert bill, even with the same prices

✅ PayPal Alerts
Who else offers PayPal alerts?

Isn't PayPal the processor most notorious for holding people's money?

(they held >$250k from me for 7 months)

We dropped PayPal alerts public beta last month and have a full release scheduled this month.

✅ Fraud Prevention
Shopify's fraud analysis sucks, big brands cannot afford to be relying on it.

You either refund too many orders, or you get fraud chargebacks.

There's no in between.

We've developed smarter fraud prevention system so that you can minimize refunds and stop fraud in its tracks.

✅ Chargeback Responding
We win more chargebacks than your in-house team or other softwares, guaranteed.

If we don't increase your win rate, you don't pay until we (inevitably) do.

Fully automated. Do nothing and win more chargebacks. Simple.

✅ Order Not Received Prevention
I started off as a dropshipper. Most chargebacks I got were Product Not Received.

We can't make you ship faster, but we can catch all the late/lost orders and send automated emails to your customers, team, and fulfillment agent.

This reduces chargebacks, refunds, and Karens in your comment section.

Find another platform doing all of this.

You can't.

They don't exist.

We will always be copied, but we will always innovate faster than the competition.

V3 of Disputifier launches next Q2 2025, then there's truly no competition 😉

[Mark Wagner @themarkwagner]

@yashagr13 DM'd you to ensure you're taken care of

[Mark Wagner @themarkwagner]

PSA for Shopify Payments users:

Your chargeback rate may look higher as of yesterday. Don't panic.

Shopify changed their frontend display to include RDR-covered disputes.

But here's what matters: the backend risk metric is unchanged.

As of today they are still sending the post-RDR dispute rate in risk-related notifications and presumably using this for risk decisioning.

This has been further confirmed by Shopify support.

Ethoca/CDRN alerts remain hidden from the chargeback rate.

Chargeback alerts are still the best tool to reduce your likelihood of reserves or terminations.

[Mark Wagner @themarkwagner]

@Gl1tch369 @disputifier https://t.co/yoel1ijHhK

[Mark Wagner @themarkwagner]

PSA for Shopify Payments users:

Your chargeback rate may look higher as of yesterday. Don't panic.

Shopify changed their frontend display to include RDR-covered disputes.

But here's what matters: the backend risk metric is unchanged.

As of today they are still sending the post-RDR dispute rate in risk-related notifications and presumably using this for risk decisioning.

This has been further confirmed by Shopify support.

Ethoca/CDRN alerts remain hidden from the chargeback rate.

Chargeback alerts are still the best tool to reduce your likelihood of reserves or terminations.

[Mark Wagner @themarkwagner]

@heybloxapp This is great until you get as much data as Disputifier has and then you can't just block every customer that's opened a chargeback because there's millions (who could have a legit reason for charging back)

You have to instead nitpick between legit and unwarranted chargebacks

[Mark Wagner @themarkwagner]

@ecomstam It's actually pretty normal for RDR to show in a dashboard CB rate - a lot of 3rd party processors do this too.
But for risk management purposes, risk teams generally look at the post-RDR dispute rate.
This is more of a frontend analytics change rather than a risk change!

[Mark Wagner @themarkwagner]

@EcomA100 We grew our CS team from 6>14 this month. Although there is a lot of load right now, we're doing our best to respond rapidly! I DM'd you to ensure you're taken care of

[Mark Wagner @themarkwagner]

@degenadie Some Shopify reps have said this but I haven't heard it directly from their risk team yet

That said, RDR is a Visa program. Visa has RDR written very clearly in their rules and all processors follow the Visa rules for dispute thresholds

[Mark Wagner @themarkwagner]

I am proud to announce Disputifier has been relaunched on the Shopify app store!

Throughout the past few weeks, we’ve been heads-down shipping many security enhancements and have collaborated with both Shopify and leading cybersecurity firms to ensure that our app meets the highest standards for security and data integrity.

We take full responsibility for our customers’ businesses and ensured that:
- No clients took any financial losses
- No clients faced service or coverage gaps (as long as collab access was established)

We look forward to welcoming you back to the familiar Shopify app experience and continuing to provide best-in-class chargeback management for our tens of thousands of valued clients.

HUGE thank you to our amazing partners and clients for their support and patience!

[Mark Wagner @themarkwagner]

@degenadie No, Shopify changed front end analytics but didn't change the backend risk metric, so this shouldn't increase the likelihood of any reserves or terminations. A bit annoying but the metric that really matters is post-RDR dispute rate. You can always pull this from Disputifier

[Mark Wagner @themarkwagner]

@del_ecomm Yes! Everything will remain the same as it was setup before. Feel free to DM with any questions

[Mark Wagner @themarkwagner]

@dwilms Appreciate you!

[Mark Wagner @themarkwagner]

@yashagr13 Thank you! 🙏

[Mark Wagner @themarkwagner]

@PhilipPages 🤝🤝

[Mark Wagner @themarkwagner]

@andy_ecom DM'd you!

[Mark Wagner @themarkwagner]

@RoyDuttaa Shopify app is currently not able to be accessed directly from shopify - you can DM me to get you setup on the non-shopfiy portal if you'd like :)

[Mark Wagner @themarkwagner]

Just to update everyone on Disputifier

On January 9 a system vulnerability was exploited for a brief period and patched right after it occurred. We immediately coordinated with Shopify to conduct an investigation into the incident, and aligned on temporarily making the app unavailable as we remedy impact.

We anticipate to be back on the Shopify app store in a few days, at which point our app should become publicly available for download again.

Despite this, our platform is still alive and running. We are fully operational and preventing thousands of chargebacks per day. As long as our valued merchants have Disputifier added via collaborator access (if using Shopify), then chargeback prevention and responding services have continued like normal. Rest assured, our committed, passionate, and dedicated team have only one goal - to serve all our customers with no disruption.

There are certain limitations and services unavailable, such as fraud screening, shipping updates, and refreshing new data on certain Shopify-related analytics. I want to assure everyone that this is only temporary and should resume within a few days.

We immediately began spinning up a non-Shopify app portal that merchants could use to stay up to date with new alerts. For anyone needing immediate access, please reach out to our team to set this up.

We want to thank everyone for their continued support and patience. Our team of 75+ has stepped up and handled thousands of questions, tens of thousands of chargebacks, and shipped dozens of product improvements to improve security, privacy, and safety in the past few days alone. We have learned a lot from this incident that we're eager to apply to build a better foundation for the long-term.

We have also been working hand-in-hand with a cybersecurity and forensics team, because it’s not just about fixing one vulnerability and moving on - it’s about an entire mindset shift to ensure security is the top priority for Disputifier. That’s why we’ve had >10 full time developers working 24/7 on additional guardrails, encryption, monitoring, and protection, ensuring that our merchants feel secure knowing they have the team most dedicated to security who has their back.

Many of you saw screenshots of -$500K in refunds within a day. Frankly, the same few screenshots got circulated by a bunch of people that weren’t even our clients. It makes a good news story, but also makes the issue seem bigger than it was.

In reality, the refund issue impacted a handful of merchants (<.1% of customers) who were all fully reimbursed, either by canceling refunds from their processor, or by getting wired by us. We sent around $400K in wires and the rest were canceled by the processor. Zero financial impact to merchants. What speaks volumes is (almost) every merchant impacted said that they want to remain on our platform.

There was some data accessed which we sent a notification about to impacted merchants. This includes basic data on stores, but no merchant customer data. We have implemented dark and light web monitoring and will continue to keep merchants informed about any potential data exposure.

This was a regretful incident but ultimately makes us a stronger and more resilient company. By ensuring that Disputifier embodies service, security, and merchant-obsession, we will continue to serve our thousands of customers into 2026 and well beyond.

For any questions, please feel free to DM/text me, live chat our team, or email [email protected]

Thank you to everyone for the continued support, trust, and patience.

[Mark Wagner @themarkwagner]

@ecomneph Appreciate you ❤️

[Mark Wagner @themarkwagner]

@hightcktarnold 🫡❤️

[Mark Wagner @themarkwagner]

@bigmanEcom @disputifier Dm'd you to get you on the portal :)