Report potential fraud - useless Shopify help

[VS20]

I recently made a purchase and when following up with the merchant about why my order had not been dispatched after two weeks, they emailed me with a long explanation that stated Shopify had taken payment but they hadn’t received it. Apparently, this had happened to a few of their orders and they’re trying to sort it out. They asked for my address over the email which did not sit well with me as the email was a Gmail account and not a Shopify one or anything similar. 

I want someone at Shopify to check if this is a legit problem this person is having.