Accepting credit cards, warehouses, and shipping and fulfilling orders
I made an order to SAEGE CO and i cancelled it within the 14 days cooling off period. Talked to the merchant to start the refund process and to this day, 3 months after, still no refund. I rejected the package, so the products were never on my hand and it is already back to the merchant. I started a dispute with my bank to claim my money back and the merchant reject numerous times my dispute. I talked to the company and they threaten me saying that they won't refund me if i don't cancel the dispute from my bank.
I want to make a report to Shopify for fraud but when i placed the order i used my phone number so now submitting the report, it appears rejected saying that the email doesn't match with the order confirmation.
HELP
Hi @lesha ,
First of all, sorry to hear that you haven't received the product you spent your hard earned dollars for. But the good news is it sounds like you have a strong case for winning a chargeback with the bank that issued your credit card.
The process of disputing a transaction is called a chargeback. A chargeback is when the customer claims with their credit card's bank that the transaction was fraudulent, or the good was never received.
However, please note there's a window of time where you can issue a chargeback - typically 30 to 60 days from purchase, depending on the bank that issued your credit card. So you'll need to act sooner than later when filing a chargeback.
Please contact your bank to learn how to file a chargeback, and provide as much evidence to them as you can for your dispute for the highest chance of winning the chargeback and having your money returned in full.
Remember, Shopify is a marketplace. They perform some KYC (Know Your Customer) processes on merchants when they sign up, however there are occasions where merchants don't act in good faith. They rely on customers like you to report bad acting merchants here: https://www.shopify.com/legal/tools/report-an-issue/report-a-merchant
Want to see it in action? Check out our demo store.
@lesha
> Actually they rejected the chargeback many times.
I'm a bit confused, a bank will only process one chargeback at a time. But it sounds like you've only placed one order with this merchant based on your first post.
Or are you saying that you've requested a refund from the merchant multiple times?
The chargeback process is with your credit card's issuing bank, not with the merchant. Just want to make sure that's clear.
Want to see it in action? Check out our demo store.
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