What is collaborator access?
Collaborator access allows you to grant a certified Shopify Partner access to your Shopify admin, with the ability to control exactly which areas they can view or manage. This keeps your store secure while allowing partners like Chargeflow to do their work.
Why do we need collaborator access?
Chargeflow uses Shopify's API to retrieve much of the information needed to manage disputes. However, certain store data, features, and Shopify Payments functionality are only accessible through the permissions granted via Collaborator Access — which is why we request it.
These permissions allow Chargeflow to gather relevant evidence, review transaction and order activity, access dispute-related information, and manage Shopify Payments disputes when applicable. Chargeflow requests access only to the areas necessary to support automation and dispute management, evidence collection, fraud analysis, and Chargeflow Alerts.
Below is an explanation of how each permission supports these functions.
Home
No additional sub-permissions required. This grants basic access to the Shopify admin environment, allowing Chargeflow to navigate to the areas required for authorized dispute-related activities.
Orders
View — Allows us to access order details, metadata, customer communication history, order lifecycle, and fraud signals needed to build dispute evidence.
Refund to original payment — Allows us to review refund history, which is essential for building strong dispute cases and for processing refunds when required by our Alerts service.
Abandoned Checkouts → Manage — Allows us to access abandoned checkout data linked to disputed orders, which helps us gather additional context and evidence when building your dispute cases.
Returns & Refunds → Refund to original payment — Allows us to process refunds back to the customer's original payment method when required as part of the Chargeflow Alerts service, which helps prevent disputes from escalating into chargebacks.
Disputes → Manage — Required to view and manage your Shopify Payments dispute cases directly. Without it, we are unable to update or submit dispute responses on your behalf.
📝 Note: If you have already granted Chargeflow collaborator access, please verify that Disputes → Manage is enabled under your collaborator settings. This permission may not be visible in all stores yet, as it is still being rolled out by Shopify. If you don't see it, please reach out to our support team.
Customers
View — Allows us to access customer profiles to identify patterns of fraudulent activity, link accounts to potential bad actors, and support chargeback prevention efforts.
Finance
View Shopify Payments Payouts — Allows us to run detailed checks on transactions processed through Shopify Payments, and conduct a comprehensive analysis of any fraud activity our system detects.
Analytics
Reports — Required to activate your payment processor for the Chargeflow Alerts service. Allows our team to track your store's chargeback rate and filter out disputes resolved via RDR, so we can accurately measure Alerts performance.
Overviews — Provides additional context on store performance and dispute trends to help us gather the evidence needed to fight disputes effectively.
Apps and channels
Manage and install apps and channels — Allows us to access data from third-party apps you use to manage orders, handle customer communications, or track shipments, so we can collect relevant evidence needed to build and strengthen your dispute cases.
📝 Note: Granting collaborator access will not count against your store's staff limit. To read more about collaborator permissions, check this article published by Shopify.
How do I accept the request?
Once you've connected Chargeflow to your Shopify store, our support team will send you a collaborator access request. You'll be notified via email (subject line: "Request for store access from Chargeflow, Inc.") and through a notification on your Shopify Home.
To accept the request:
Go to your Shopify admin.
Go to Settings > Users.
Click the Requests status to filter open collaborator requests.
Click the Chargeflow request to review it.
In the Roles section, review the auto-generated role and adjust permissions if needed.
Click Accept request.
📝 Only the store owner or users with the Administrator store role can view and approve collaborator requests.
Don't see a request?
The Requests filter only appears when there's an active pending request.
Check your collaborator code: Go to Settings > Users > Security and copy your current 4-digit collaborator code, then ask our support team to resend the request using your .myshopify.com URL and provide the code in case they need it.
If you need help, contact our support team.
Already granted Chargeflow collaborator access?
If you've previously provided Chargeflow with collaborator access, please take a moment to verify that all of the permissions listed above are enabled on your end. Shopify's interface has been updated, and some permissions may need to be reviewed or re-enabled.
To check Chargeflow's collaborator permissions on your Shopify admin:
Log in to your Shopify admin.
Go to Settings (bottom-left corner).
Select Users and permissions.
Scroll down to the Collaborators section.
Find Chargeflow in the list and click on it.
Review the permissions shown and make sure all of the permissions listed in this article are enabled.
📝Please verify that Disputes → Manage is enabled under your collaborator settings. This permission may not be visible in all stores yet, as it is still being rolled out by Shopify. If you don't see it, please reach out to our support team.
If you need help reviewing or updating permissions, please don't hesitate to contact our support team via 24/7 Live Chat or at support@chargeflow.io.