Chargeback on Cancelled Order??

[Mary_Helt]

How is it possible that I received a chargeback on a high risk order that I cancelled two minutes after receiving it? 

An entity placed three orders over two days, each shipping to address that doesn't exist, all with a different credit card number. I cancelled every one of the orders. Today, I woke up to a chargeback email on an order I cancelled literally two minutes after receiving it. How does it happen that I received a chargeback on a cancelled order??? Has this happened to anyone else? Will it be decided in my favor? What about this $15 chargeback fee? I've just now charged my settings to capture payments upon fulfillment for a start so that it hopefully doesn't happen again. Thanks for any advise!

[Greta]

Hi, @Mary_Helt!

Thanks for reaching out about this issue. If you cancel the order and issue a full refund, then the cardholder shouldn't be able to initiate a chargeback. However, if the chargeback went through before you had a chance to cancel the order, you should submit evidence that proves you've refunded the customer. You can find more information in this help document. 

I recommend contacting our live support team through the Help Center so we can double check the order and assist with your next steps. Simply enter the details of your issue into the chat assistant and click I still need help to be connected with a Support Advisor.

Please let me know if you have any other questions! 

[Mary_Helt]

Hello Greta,

Thank you for your reply. I followed your advice and initiated a live chat, which was a waste of time.

I received the order on June 7, and refunded within two minutes. This is the third fake order I had received from this entity. All different fake shipping addresses, all different cards. All were cancelled and refunded.

Why did Shopify payments allowed this chargeback to happen two days later on June 9? Attached is the screen shot that I have already submitted as the chargeback response under customer conversation. There was no other place I could see to submit this piece of information.

Any help would be appreciated.

Thank you,
Mary Helt
Abracadana

[Victoria]

Thanks for your reply!

Are you able to share your experience with our Support team and what they have advised? Unfortunately, I'm unable to see the screenshot you have attached. Any information / evidence should be submitted via your Shopify admin, where you can add it to the specific order. You can find more information in our Managing Chargebacks resource. It would be best to continue conversing with our authenticated Support via the Shopify Help Center, as we do not have access to your account, tickets or personal information through the community forum. 

[Michael_Shaikin]

Exactly the same thing happened to me this week. It’s criminal and in my opinion fraud. Shopify should be ashamed of themselves. I’m going to go to the press with this. If you want to join me I would love to have some backup as we can’t be the only ones with this exact issue.