How to handle fraud cases where products were sent and received?

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 Hello Shopify Suport,


I have a client who orderid 3 serums and the items were sent to him on 04/17/2023, recieved on 04/20/2023.

I sent all the information on the Shopify where the products were following with the reciept from USPS and the tracking #: 9505 5148 6319 3107 2928 15.


The person is askiin his money back to his bank.

I sent an email to him with the copy of the sending reciept of USPS.


The money were taken from my bank account today with extra charge.


Pleasel reviuew the order #1006 rom MT SKIN CLINIC.


This is a fraud.


Thank you.





Reply 1 (1)

Shopify Staff
2968 460 609

Hi @Misha_Tu 


Thank you for sharing those details. In cases where a claim is opened with a customers bank you will need to submit your evidence through the submission form in your admin. The claim the customer opens will be investigated by the bank and is out of Shopify's control. I do recommend reading up on the information we have in our Help Center about how to handle and resolve chargebacks. 


Managing chargebacks and inquiries · Shopify Help Center 

Shay | Social Care @ Shopify 
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