How can I combat internet shoplifting on my e-commerce site?

AeroForceTodd
Tourist
15 0 3

My store is having major issues with what I call internet shoplifting, that being people placing orders with legitimate credit cards, receiving the orders, then submitting a chargeback saying they didn't receive item.  Invariably we get a response that the "bank" (credit card company) has sided with the customer.  This is despite the fact that we provided indisputable evidence, such as tracking numbers and delivery confirmations, that we shipped the item and it was delivered to the given address.  Contacting Shopify is useless, they just throw their hands up and say tough luck.  They will not let us defend ourselves and communicate with these banks.  This is unacceptable, we can no longer do business here in these conditions.  Word has gotten out and people are taking advantage of using this process almost daily now.   It's ironic that the justification we receive after the process is over is:

 

"What follows is compelling evidence, and a valid remedy for this chargeback."

 

Then you follow the "Evidence" and it shows compelling evidence that the chargeback should have been declined!  It seems that these banks are not even looking at the evidence and automatically side with the lying customer.  It's infuriating that if you are lucky enough to talk to anyone they could care less and just pass on useless irrelevant documents.  Has anyone found any ways to solve this issue?

Replies 2 (2)

AeroForceTodd
Tourist
15 0 3

Why is Shopify not defending their customers or letting us defend ourselves? This is obvious fraud, isn't Shopify concerned? Aren't they at least curious how a bank could come to these conclusions despite the evidence? If I walk into a store and steal an expensive suit the police will stop me and arrest me. No one seems to be stopping this form of shoplifting.

AeroForceTodd
Tourist
15 0 3

Well, this the response I expected from Shopify.  Crickets.  Let the money grab resume.