Fraud chargeback

[WLDHS]

Where is the proper place to report a high dollar fraud order? (actually multiple from the same people)

Had a customer purchase then do a charge back about a month after receipt (received & complained about why they had to pay for customs duty) so they did acknowledge receipt. Provided all information had everything documented, they signed for the package & we still lost charge back (they claimed fraud but name matched card etc) no way to appeal this? There is also no where we can call or contact the bank?

This is also International (customer is in Mexico) is there a different method for reporting something like this (we are in the US)?

In between they also purchased 2 other orders (different names 1 same 1st name) all with the same address.

It seems to be a group of scammers in the same address committing fraud & stealing high dollar items from people. Who do I contact to report this fraud & what can be done about it? I don't want this to keep happening to people. Thank you for your advice!!

[Kitana]

Hi @WLDHS. Thank you for reaching out to the Shopify Community about this. 

If you are using Shopify Payments you can report the fraudulent transaction by following these instructions: 

To report a fraudulent customer, go to your Shopify admin and navigate to Finances > Credit. Click on the suspicious transaction, then select Report suspicious transaction. Follow the prompts to submit your report.

If you are not using Shopify Payments this might be different depending on the payment gateway you're using. If you need help with figuring out how to submit your report for the gateway you're using, please let me know which one you are using and I will see if I can find a way to do that.