Timeline and Automation

When does Reclaim generate the evidence response?

By default, Reclaim generates the evidence packet 5 days before the dispute deadline. That gives the merchant time to review and add anything before it's auto-submitted.

Can merchants see the evidence earlier? Or same day the chargeback arrives?

Yes, they can adjust the timing. The default is 5 days before deadline, but it can be set to generate earlier, including same-day if the merchant wants maximum review time.

To change the timing: go to the Disputes tab in Redo, open the dispute settings, and update the generation window. They can also add additional evidence manually at any point before submission.

Does it submit automatically, or does the merchant have to click something?

It submits automatically through Shopify (and PayPal, if connected) once the evidence is generated. Merchants don't have to take any action. If they want to review or add to the packet before it goes out, they need to do that before the submission window closes.

Can a merchant override or edit the submission?

Yes. Merchants can add evidence, edit the generated response, or override the submission entirely through the Disputes tab in Redo or directly in Shopify before the deadline.

How long does it take to get a decision back after we submit evidence?

Roughly 60-75 days from evidence submission, depending on the card network:

The short version: merchants should expect 2-3 months from dispute initiation to final decision. This is normal across the industry. Set that expectation early so merchants aren't asking why nothing has happened at day 30.