Why are fraudulent order refunds not matching payout amounts?

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I left my website for few months. When I cam back I saw fraudulent orders. I wanted to cancel them and refund however the payout does not match the refund payouts is like 200$ less than refund. Could you explain to me why they are different? I want to cancel and refund but since it says fraud and the payouts do not match I am worried that I will not refund and instead pay them from my own money.

Reply 1 (1)

Shopify Staff
1953 258 229

Hi @BestTrends,


Thank you for reaching out to the Community. I'm happy to provide some assistance with this request, to ensure this gets resolved. 


For account-specific inquiries like this one, I'd encourage you to connect with us directlyAs we don't have access to any account information through the Community, it will allow for our advisor team to take a closer look and ensure this gets resolved as quickly as possible.


To connect with us, you can: 


  • Head over to our Contact Page.
  • Log into your shop.
  • Enter Contact Support into the chat box.
  • Select Chat with a Support Advisor. 


Please let me know if you have any other questions or concerns. 

Blair | Shopify 
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