Fraud Transaction on my credit card

[Sarhanco]

My credit card stolen information has been used to place an order on one of Shopify stores in Italy.

I contacted the seller, who claimed that I should contact Shopify as it detected the transaction, marked it as fraud, and suspended his account.

The amount has already been claimed and deducted from my account.

The seller claims Shopify is the one who should refund it.

Please help in solving that.

[lakesideorchard]

Yes, Godrej Lakeside Orchard also facing same issue in last month.

[Sarhanco]

The deducted amount is high, and the vendor insists that it's Shopify responsibility to refund the amount as he can't access his account.

Moreover, there is no direct email or chat with Shopify to communicate as an end customer and not a merchant.

[JeremySantiago]

Hello@Sarhanco, 

I'm sorry you're going through this. Unfortunately, Shopify typically handles platform operations but doesn’t manage direct refunds for purchases made through individual stores.

Report the fraudulent charge to the bank as soon as possible. They can block further unauthorized transactions and usually refund the amount through a chargeback process. Keep records of all communications with the seller and Shopify. If your bank asks for evidence of fraud, this will help.

Hope it helps to get your refund!

[Sarhanco]

I just need to confirm his claims that Shopify detected this transaction and suspended the account.

I don't know why it's hard for Shopify to answer that.

[Merchanto]

You can check Shopify’s notifications or transaction history in your account for any fraud alerts or account suspension details. If the seller's claim is correct, Shopify would typically provide a notice about the suspension or flagged transaction.

[Merchanto]

You should reach out to your credit card provider to dispute the charge and request a refund since it was unauthorized. Shopify typically does not handle direct refunds, so your payment provider will be able to assist in recovering the funds.