I cancelled high risk order (unfulfilled), still be charged commission

[JS03]

I cancelled a high risk of fraud order, unfulfilled, not payout yet, but still been charged the commission. 

This is totally unfair! Can someone please explain what we could do with that? Is shopify solving the problems? Thanks

[JoesIdeas]

Unfair indeed, but the charge is for the credit card processing company, they had already made the charge and thus collected the fee.

More info here: https://help.shopify.com/en/manual/payments/shopify-payments/getting-paid-with-shopify-payments/refu... 

"When processing a refund, no additional transaction fee is incurred. However, the original credit card transaction fee isn't refunded to you when issuing a refund."

In my experience (I used to run a store for 7 years, also worked with a lot of Shopify stores), fraudulent orders are a normal part of doing business. They end up being a tiny % of sales. When my store was young, I used to get frustrated on stuff like this, and chargebacks. But I learned to channel that frustration into growing the business, and ignoring those minor issues that are inevitable and that you cannot control. Once you hire customer support, you won't even know about those (unless of course something weird is happening and you get a bunch, in which case your support agent should be advised to notify you).

One thing you can do, if you find fraudulent orders coming often from specific countries, and those countries aren't making legit sales, you can refuse to ship to those countries by editing your Shipping profile settings.

[liberty11]

Also at my sale high risk, but the customer has paid over 3000 euros, shopify blocks me payment 120 days, you keep the money and commission until August, I can't cancel because otherwise I lose 200 euros of commission. Platform from the Middle Ages and Illegal