How to dispute Shopify charges after canceling a High Fraud Risk transaction?!

[bedoscollect]

Hello,

On May 22, I received an order for a very valuable item in our store ($3,800) from a UK customer. Shopify flagged it as a high risk order. I got two messages: "Chargeback risk is high. Consider canceling this order." AND "Before fulfilling this order or capturing payment, please review the fraud analysis and determine if this order is fraudulent".

So therefore, I DID cancel the order. But now I am being charged the 3.7% fee plus the currency conversion! It comes out to about $236! How do I open a dispute this charge?! If Shopify alerted me of fraud risk on a specific order AND tells me to cancel it, then I should absolutely not be responsible for those fees. Any assistance is greatly appreciated.

Please see screenshot below for messages:

 

 

[tim]

Not great, but still better than losing the entire amount?

Note that if payment was captured, then cancelling is not free -- banks and payment processors will charge cancellation fee.

You may consider to only authorise payments and capture them manually -- this way, because the payment does not actually happen, there should be no cancellation fee. https://help.shopify.com/en/manual/payments/payment-authorization