Launching a dropshipping store is the easy part. Scaling profitably comes down to how well you handle Where is my order requests, refunds, and disputes. Efficient customer service SOPs reduce cancellations, keep payment gateways healthy, and turn one-time buyers into repeat customers. According to Shopify’s guidance on disputes, merchants who organize clear evidence, communicate proactively, and meet deadlines have a far better chance of winning chargebacks (see the Resolving a chargeback or inquiry article in the Shopify Help Center: https://help.shopify.com/en/manual/payments/chargebacks/resolve-chargeback). The goal of this playbook is to give you practical, copy-and-paste SOPs and message templates you can put to work today on Shopify and WooCommerce.

If you want to skip setup and launch a vetted storefront fast, the prebuilt Shopify dropshipping stores from WooDropship arrive in 7 days with 30 products, a premium theme, and conversion boosters. If you are on WooCommerce already, the WooDropship dropshipping plugin connects your store to AliExpress, imports products in one click, and syncs tracking via a Chrome extension so your support team always has accurate order status.

Build the foundation that prevents tickets and disputes

Before you reply to a single ticket, align your policies and order operations. A clear return policy and accurate shipping expectations reduce cart abandonment and post-purchase friction. Shopify’s 2025 return policy guide explains that a concise, visible policy cuts uncertainty and builds trust for first-time buyers (see How To Write a Return Policy in 2025 on Shopify: https://www.shopify.com/blog/return-policy). In the United States, the FTC’s Mail, Internet, or Telephone Order Rule requires that if you cannot ship within your stated time, you must notify the buyer and obtain consent to a new date or issue a prompt refund, which is described in the FTC’s rule overview (https://www.ftc.gov/legal-library/browse/rules/mail-internet-or-telephone-order-merchandise-rule).

If you sell to the EU or UK, incorporate privacy and cooling-off standards into your support SOPs. The European Union’s official page on GDPR states that companies must collect and manage personal data transparently and only keep it as long as necessary (see Data protection under GDPR on Your Europe: https://europa.eu/youreurope/business/dealing-with-customers/data-protection/data-protection-gdpr/index_en.htm). UK buyers usually receive a 14-day cooling-off period for most distance purchases, which Citizens Advice explains in plain language (https://www.citizensadvice.org.uk/consumer/changed-your-mind/changing-your-mind-about-something-youve-bought/). If you need boilerplate legal pages, review WooDropship’s Legal hub, as well as our Privacy Policy and Terms of Service for reference.

Two key internal standards to define now:

• Handling time. Set a realistic processing window and publish it near the checkout and on product pages. You can learn the basics in the WooDropship wiki on handling time and shipping delays.
• Returns. Decide your time window, condition requirements, and any exceptions. Our wiki on hassle-free returns and return policy provides a good primer.

SOP 1: Order tracking workflows that prevent WISMO tickets

Most support volume in dropshipping is WISMO. Reduce it with proactive tracking updates, fast syncing to PayPal and Stripe, and clear explanations of delivery statuses.

For Shopify stores, use the built-in status page and tracking updates. Shopify’s help article on setting up order status updates explains how to configure email templates and add tracking numbers during fulfillment so customers get automatic alerts (https://help.shopify.com/en/manual/fulfillment/setup/order-status-page/setting-up-order-status-updates). If you need returns later, Shopify’s returns and exchanges section shows how to create returns in admin and provide labels, which cuts back-and-forth questions (see Returns and exchanges: https://help.shopify.com/en/manual/fulfillment/managing-orders/returns).

For WooCommerce stores, ensure orders are updated promptly and that tracking numbers are synced to your gateway where possible. The official WooCommerce Orders documentation shows you how to process orders, issue refunds, and manage order notes so your team has a clear timeline for every shipment (https://woocommerce.com/documentation/woocommerce/orders/). To reduce PayPal holds and avoid confusion, upload tracking to PayPal whenever available. WooDropship’s guide to syncing PayPal tracking walks through the process that minimizes disputes and delays.

Understand common tracking statuses so you can respond with confidence. The AfterShip Tracking API documentation defines statuses like In transit, Out for delivery, and Exception, and explains what each one means for customers (https://www.aftership.com/docs/tracking/enum/delivery-statuses). When an order shows an exception, AfterShip’s guide to delivery exceptions outlines how to set expectations and resolve the issue with the carrier or supplier (https://www.aftership.com/blog/what-is-a-delivery-exception).

Ticket-handling checklist for every WISMO request

• Verify handling time and estimated transit window from your product page and shipping policy.
• Check tracking history and interpret the latest scan for the customer.
• If a shipment is past the promise window, escalate to supplier and consider a partial refund or reshipment.
• Upload or re-upload tracking to PayPal or Stripe, and update Shopify or WooCommerce order notes.
• Offer a small goodwill coupon if the delay was on your side.

Template: Your order is on the way

Subject: Your order is in transit, here is your tracking link

Hi [First Name],

Good news, your order [Order Number] has shipped and is on its way. You can follow the latest scans here: [Tracking Link].

Estimated delivery: [Date Range]. If you see an In transit or Out for delivery status, that is normal. If there is an Exception, reply and we will sort it out for you.

We will keep you posted automatically, no need to chase us. Thanks for shopping with us.

SOP 2: Refunds and returns that keep the gateway happy

Refunds done right reduce chargebacks and preserve your processing limits.

For Shopify stores, you can create returns and exchanges in admin and generate labels when required. Shopify’s help guide on creating and processing returns shows the steps to start a return, add exchange items, and share return instructions with the buyer (https://help.shopify.com/en/manual/fulfillment/managing-orders/returns/creating-returns). When you refund through Shopify Payments, Shopify’s refunds page explains how funds flow and how to track refund statuses with the Acquirer Reference Number, which is useful when customers ask their bank for updates (see Shopify Payments refunds: https://help.shopify.com/en/manual/payments/shopify-payments/payouts/refunds).

For WooCommerce stores, refunds can be automatic or manual. The WooCommerce Orders documentation outlines both methods and clarifies that payment gateways typically take 5 to 10 business days to post refunds on cardholder statements (https://woocommerce.com/documentation/woocommerce/orders/). If you use the WooCommerce Stripe extension, their documentation reiterates the 5 to 10 business day timeline for card refunds, which is consistent across most processors (https://woocommerce.com/document/stripe/admin-experience/refunding-orders/). Set the expectation in your templates so customers do not open chargebacks while waiting for funds to settle.

To reduce returns that become disputes, keep return instructions simple and double-check item eligibility before a customer ships anything back. You can use WooDropship’s guide to dropshipping return policy to calibrate your window and restocking rules, then publish the policy in a visible place.

Template: Refund approved

Subject: Refund approved for your order [Order Number]

Hi [First Name],

We have approved your refund for [Item Name]. The refund has been issued to your original payment method for [Amount]. Most banks post refunds within 5 to 10 business days. If you need the Acquirer Reference Number to follow up with your bank, reply and we will share it.

You will receive a confirmation as soon as your bank posts the funds. We appreciate the chance to make this right.

Template: Return instructions and RMA

Subject: RMA and return instructions for [Order Number]

Hi [First Name],

Here is your RMA: [RMA Number]. Please send the item in its original packaging with all accessories to this address: [Return Address]. We recommend a tracked service and to share the tracking number with us.

Return window: [X] days from today. Once received, we process returns within [Y] business days and issue a refund to your original payment method.

Template: Return not eligible

Subject: Update on your return request for [Order Number]

Hi [First Name],

Thanks for your message. We reviewed your request and, based on our published policy here [link to policy], this item is not eligible for a return. We are happy to help troubleshoot or offer a goodwill coupon of [X percent] on your next order.

If we missed something, reply with photos or more details and we will take another look.

SOP 3: Prevent chargebacks and win disputes with a repeatable evidence kit

Chargebacks happen, but they do not have to cripple your business if you prevent what you can and respond crisply when they occur.

Start with prevention. Stripe’s 3D Secure documentation notes that cardholder authentication helps protect your business and customers from fraudulent activity by verifying the buyer’s identity during checkout (https://docs.stripe.com/payments/3d-secure). Pair 3DS with AVS and CVV checks, and require signatures on high-value orders to create strong proof of delivery. For PayPal, Seller Protection terms explain that you need verifiable proof of shipment or delivery, including a trackable number and the recipient’s address, to qualify for coverage on eligible transactions (see PayPal’s Seller Protection: https://www.paypal.com/us/brc/article/what-is-a-chargeback and the program conditions at https://www.paypal.com/il/legalhub/paypal/seller-protection?locale.x=en_IL).

When a chargeback lands, use platform tools and follow the card brand’s rules. Shopify’s help center explains that Shopify collects and submits evidence for orders processed with Shopify Payments, but you should still add order-specific proof on time (https://help.shopify.com/en/manual/payments/chargebacks). Stripe’s best practices for dispute evidence show how to format compelling evidence, including receipts, tracking, customer communications, and website policy screenshots, which improves your odds significantly (https://docs.stripe.com/disputes/best-practices). If a customer threatens a dispute over a shipping delay, the FTC Mail Order Rule allows you to notify and obtain consent for a new date or refund promptly, which is often enough to avoid a chargeback in the first place (FTC Rule overview: https://www.ftc.gov/legal-library/browse/rules/mail-internet-or-telephone-order-merchandise-rule).

Know the stakes if your dispute rate rises. Card networks place merchants into monitoring programs if disputes or fraud exceed thresholds, which can lead to fines and higher scrutiny. Stripe documents these monitoring programs and advises merchants to take immediate action if they approach a threshold (https://docs.stripe.com/disputes/monitoring-programs). Braintree’s overview of the Visa Dispute Monitoring Program shows how different tiers like Early Warning, Standard, and Excessive are determined by dispute count and ratio, which provides a sense of the thresholds used by card brands (https://developer.paypal.com/braintree/articles/risk-and-security/card-brand-monitoring-programs/visa-programs/visa-dispute-monitoring-program).

Dispute evidence kit: what to gather every time

• Order details. Order number, purchase date, product name, price, and any discounts.
• Customer communications. Email or chat transcripts that show consent, delivery confirmation, or troubleshooting.
• Tracking and delivery. Full tracking history, delivery confirmation, or signature for high-value items.
• Website policies. Screenshots or live links to your shipping times, return policy, and terms at the time of purchase.
• Risk signals. IP address, device, AVS match, CVV result, and 3DS status when available.

Template: Pre-dispute rescue email

Subject: Quick fix for your order [Order Number]

Hi [First Name],

I see your order is delayed and I am truly sorry. We can refund you now, reship with priority at no cost, or offer a [X percent] refund to keep the current shipment. Let me know what works best and we will resolve this today. If you have already contacted your bank, we can still close this quickly and avoid a full dispute.

Template: Dispute response cover note

Subject: Dispute response for [Order Number]

Hello Reviewer,

This response addresses the claim [Dispute ID] for [Customer Name], order [Order Number]. The purchase was authorized by the cardholder and delivered to the address provided at checkout. Attached are the invoice, order detail, communication history, tracking information with delivery confirmation, and our published shipping and return policies as of the purchase date. Based on this evidence, the charge is valid and should be upheld.

Thank you for your review.

If you want deeper background on disputes and ratios, the WooDropship wiki entry on chargebacks covers fundamentals for new merchants.

SOP 4: Clear escalations, SLAs, and metrics

The fastest way to improve support is to set a simple service level and measure results every week. WooDropship’s wiki on customer complaint resolution time shows why time-to-resolution is a core metric for loyalty. Monitor first response time, resolution time, refund time to bank post, and customer satisfaction scores. You can build a basic scorecard using our entries on customer satisfaction metrics, customer satisfaction score, and net promoter score.

Recommended baseline SLAs for small teams:

• First reply within 4 business hours on weekdays, 12 hours on weekends.
• Resolution within 48 hours for non-shipping issues, and within 72 hours for carrier investigations.
• Proactive update to any ticket older than 2 business days, even if you are waiting on a supplier.

Use a lightweight help desk or even a structured inbox to assign and track tickets. Our wiki entries on customer support ticketing system and ticket assignment provide useful frameworks. If you are just getting started, consider adding live chat support during business hours and using a virtual assistant for customer support to cover repetitive questions.

Template: Escalation handoff

Subject: Escalation for [Order Number]

Hi [First Name],

I am escalating your case to our senior agent who will contact the carrier and supplier. You will receive an update within 24 hours. If we do not have a confirmed resolution by [Date], we will issue a refund or reship with priority, your choice.

Implementation with WooDropship: faster, clearer, fewer disputes

The easiest way to meet these SOPs is to keep product data accurate and tracking synced. The WooDropship dropshipping plugin lets you import AliExpress products in one click, use AI to optimize titles and descriptions for clarity, and fulfill orders with a Chrome extension that syncs tracking numbers back to WooCommerce. That transparency reduces WISMO tickets and improves your evidence for disputes.

If you prefer Shopify, the WooDropship prebuilt stores option ships a conversion-ready storefront in 7 days with vetted products, SEO, and legal pages. You can also evaluate Shopify directly using this Shopify free trial link. When your storefront is clear about shipping windows and returns from day one, you will see fewer cancellations and chargebacks.

To avoid account holds and dispute spikes, review WooDropship’s playbook on avoiding holds and chargebacks, then align your payment processors. Shopify’s chargeback help center outlines what evidence Shopify submits and what you need to add for the strongest case (https://help.shopify.com/en/manual/payments/chargebacks). For Stripe, the documentation on responding to disputes gives a step-by-step flow and shows how to upload files and explanations effectively (https://docs.stripe.com/disputes/responding). For PayPal, the seller dispute and chargeback guides describe the differences between disputes, claims, and chargebacks and what information to provide (see PayPal’s guide to disputes and chargebacks: https://www.paypal.com/us/brc/article/customer-disputes-claims-chargebacks-bank-reversals).

SOP 5: Copy-and-paste policy and notification templates

Use these templates to publish clear policies and send consistent messages across Shopify and WooCommerce. Edit the time windows and conditions to fit your store, then place the policy links in your footer and checkout.

Policy: Shipping and handling

Processing time We process orders within [X] business days from purchase. Orders placed after [Time] are processed the next business day. Preorder items show processing times on the product page.

Shipping time Standard shipping typically takes [Y to Z] business days after processing. During holidays or carrier disruptions, shipping times may be longer. We will notify you of any delay and offer options.

Tracking All orders receive a tracking number by email once shipped. Use the link in your order confirmation or log in to your account to view updates.

Policy: Returns and exchanges

Return window You can request a return within [30] days of delivery. Items must be unused and in original packaging.

Non-returnable items Final sale, personalized items, and hygiene products are not eligible unless they arrive damaged or defective.

Return process Contact us at [support email] with your order number and reason for return to receive an RMA and return instructions. We recommend a tracked service.

Refund timing Approved refunds are issued to the original payment method. Most banks post refunds within 5 to 10 business days after we process them.

Policy: Order problems

Damaged or wrong item Contact us within [7] days of delivery with photos. We will reship or refund after review.

Late or missing order If your estimate has passed, we will escalate to the carrier. If unresolved, we will refund or reship, your choice.

Template: Delay notification to comply with the FTC rule

Subject: A quick update on your order [Order Number]

Hi [First Name],

We are experiencing a delay and estimate your order will ship by [New Date]. You can accept the new date by replying YES or cancel for a full refund by replying CANCEL. If we do not hear from you within [X] days, we will cancel and refund automatically.

Thank you for your patience.

Template: Return label sent

Subject: Your return label for [Order Number]

Hi [First Name],

Attached is your prepaid return label for [Item Name]. Please drop it off by [Date]. Your refund will be processed within [Y] business days after scanning.

Template: Policy reminder when a return falls outside the window

Subject: Update on your return request

Hi [First Name],

We appreciate you reaching out. Our return window is [30] days from delivery, as shown here: [Return Policy Link]. Your order was delivered on [Date], which is outside that window. We can offer a goodwill [X percent] coupon if you would still like to shop with us.

Platform specifics: where to click

Shopify

• Add tracking to orders. In Orders, open the order, click Fulfill item, add the tracking number and carrier, and send notification. Shopify’s setup article explains this flow and how to test it (https://help.shopify.com/en/manual/fulfillment/setup/order-status-page/setting-up-order-status-updates).
• Create a return. In Orders, open the order, click Return items, choose items and quantities, select refund method, and generate a label if needed. Shopify’s returns guide shows the full process (https://help.shopify.com/en/manual/fulfillment/managing-orders/returns/creating-returns).
• Respond to a chargeback. In the order timeline, click the chargeback banner, gather evidence, and submit before the due date. Shopify outlines what Shopify sends automatically and what you should add (https://help/shopify.com/en/manual/payments/chargebacks).

WooCommerce

• Process a refund. In WooCommerce, open Orders, select the order, click Refund, enter the amount or line items, then choose automatic or manual depending on your gateway. The Orders documentation covers both methods and the implications (https://woocommerce.com/documentation/woocommerce/orders/).
• Add tracking in your workflow. Use your preferred tracking plugin or fulfillment app, then paste the tracking number into the order note and notify the customer. Keep notes clean for faster dispute responses. You can refer to the WooDropship guide on syncing tracking to PayPal to keep PayPal in the loop.
• Document everything. Use internal order notes to log supplier updates, label generation, and customer confirmations so your dispute evidence is one click away.

If you need help tuning your policies, message our team through Contact Us. We are happy to share examples tailored to your niche and target market.

Chargeback prevention checklist you can finish this week

• Publish your shipping and return policies in the footer and checkout and echo them in post-purchase emails.
• Turn on AVS and CVV checks in your payment gateway and enable 3D Secure where supported, based on Stripe’s 3DS documentation (https://docs.stripe.com/payments/3d-secure).
• Upload tracking numbers to Shopify, WooCommerce, PayPal, and Stripe to create a consistent, verifiable record, which is a key principle in PayPal’s chargeback guidance (https://www.paypal.com/us/brc/article/what-is-a-chargeback).
• Add an Order Help link to your navigation that opens a self-serve tracking page, then measure the deflection rate in your analytics.
• Set a refund SLA and publish it. Cite the 5 to 10 business day banking standard from WooCommerce documentation on Stripe refunds so customers do not panic while funds are in transit (https://woocommerce.com/document/stripe/admin-experience/refunding-orders/).

How WooDropship shortens your path to reliable support

• Faster fulfillment and cleaner data. The WooDropship plugin imports AliExpress products, keeps pricing synced, and fulfills orders with a Chrome extension, which means fewer mismatched expectations and better evidence if a dispute occurs. It is a one-time $89 lifetime membership with a free trial and no recurring fees.
• Turnkey Shopify launch. The prebuilt Shopify stores deliver 30 vetted products, legal pages, a premium theme, and conversion features like bundles and countdowns. For those who want to go direct, you can try Shopify using this Shopify trial link.
• Education built in. Our wiki covers fundamentals like order tracking, payment gateways, Stripe, PayPal, order processing, and order fulfillment. Our blog dives into approvals for PayPal and Stripe, tracking and analytics, and a complete dispute risk reduction playbook, including this guide on PayPal and Stripe approval and this tutorial on avoiding holds and chargebacks.

Put these SOPs and templates into your help desk this week, publish your policies in plain language, and keep evidence organized for every order. That is how you bring down WISMO tickets, satisfy customers quickly, and stay below monitoring thresholds while you grow ad spend and add products.

Happy WooDropshipping!