How can I get help for an unauthorized payment on my VISA?

[dmhwce]

As a purchasing customer how do I get assistance?  No phone, no voice and online Help page is extremely limited.

I have a significant unauthorised shopify transaction on my VISA this morning, no order was placed by me.  VISA commentary points to 100% to Shopify so I have no choice but to come to you.  How do I get assistance when I cannot log via your Report an Issue page (as I have no order link).  Only email address I could find bounced.  

It is is SO frustrating.  I ended up selecting Illegal Activity purely because nothing else was remotely relevant.

[Kimi]

Hi, @dmhwce.

To confirm, did you make any recent purchase on a store that uses Shopify Payments? Or have you signed up to Shopify at all, or can think of anyone that you share your card with that may have potentially signed up for a Shopify account? 

If none of the above applies to you, you can contact our live support team via our Help Center here so that we can take a closer look at the transaction. Feel free to go through this guide for more information on unknown Shopify charges, and some of the things that our support team may request you when you contact them.

[dmhwce]

Hi Kimi

Thank you for responding, I genuinely appreciate it.

1 Amazon purchase yesterday for an insignificant amount.  I have tried contacting that vendor to see if they removed the large amount last night (I await a response).  Unfortunately, the VISA commentary only refers to Shopify.  Thanks for your Help Centre link but unfortunately is does very little to assist me - I have tried endlessly. 

I signed up to Shopify today to try and get some assistance with this matter.  My card is only ever used by me.

Again, thank you for the response.

Dave

[Kimi]

Thanks for your reply, @dmhwce.

So the purchase was made via Amazon, but the charges point to Shopify? I'm unsure why that's the case, but if you're looking for a solution to potentially help in retrieving your funds you could also contact your bank or card provider to dispute the charges. Most banks have in-built security measures to protect you as a buyer, and they will be able to provide you with the appropriate next steps. More information on this can be found in this guide.

In regards to contacting our live support team to review the charges in more detail from our end however, when you click on the Help Center link I sent in my previous reply, where does that take you?

If you've created a Shopify account, make sure that you're logged out of it when you're visiting the Help Center link I sent. If you're logged out, you should be presented with a page that looks like the below:

You'll need to click on the Can't log in to your Shopify account option on that page, and from there you'll need to select the I still can't access my account option on the next page:

After that, you can scroll down on the page it'll take you to, where you'll be able to see the Get support heading with an option to get in touch with our live support team:

Our live support team will be able to further assist from there.

[dmhwce]

Hi Kimi

Thanks for the directions to the chat - that was my saviour!  A wonderful lady named, Eileen, has now saved the day.  The withdrawal from my credit card remains a mystery (I am not a customer of Shopify and have never heard of you until I saw your name on my credit card app) but as they say, all's well that ends well.  Eileen has been in full contact and I JUST saw a credit go in for the large amount.  Unfortunately the bank has cancelled my card and I await a new one BUT I can sleep now.  These things happen.  Again, Eileen and yourself have been fantastic.  Thank you.

Dave

[Kimi]

I'm glad to hear you were able to connect with our live support team about this, @dmhwce! I hope this matter will get sorted for you soon.