How Do I Get Refunded - No Shopify Direct Support Number

New Member
4 0 0

I received 3 fraudulent transactions within the last month. Fees were taken out and i was charged shipping rates. I automatically refunded them the SECOND I noticed they were fraudulent. All in the same day the order was received. The money after shipping & fees get deposited into my account. 

When Shopify takes the refund, they take the full order amount out of my account. That 3% transaction fee adds up real quick on larger orders. So I’m currently out several hundred dollars. 

I’ve looked EVERYWHERE for a contact number to Shopify so I can get my money back. But I’m having no luck. How do I get my money back on this? Because as a small business where I solely do this off my personal income after hours, I can’t afford to lose money like this. If it gets to it, I just need to cancel my Shopify store. But I shouldn’t have to nor should I be penalized for Shopify allowing a fraudulent transaction to go through in the first place



Replies 2 (2)

Shopify Staff
2222 152 259

Hi, @GaijinGarageLLC.


Thank you for posting your question to the Shopify Community. We're sorry to hear you did not have an ideal experience navigating the platform.


To clarify, Shopify has a built-in Fraud Analysis tool that uses machine learning algorithms to look at a combination of an order's characteristics, as well as customer and shop history. I recommend reviewing our Fraud Prevention resource for tools to help you prevent fraud as well as the Fraud Control app.


I would like our team to take a more detailed look into this for you and ensure you receive support. While we don't have a direct contact number, we do offer live chat authenticated Support directly through the Shopify Help Center. Once you've accessed the Help Center, you'll need to type your question into the chat box to the Help Center Assistant. You should see additional prompts after entering your question to connect you to a Support Advisor.


If you have questions accessing the Shopify Help Center, please share them here, and I will follow up. 

Victoria | Shopify 
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Shopify Partner
20 0 0

You said you automatically refunded them when you noticed it was fraudulent.  It would be best to change the settings on your account to authorize the transactions only and manually capture the transaction after you have a chance to investigate the order.  That would save you time and money dealing with fraudulent orders automatically being captured.