How can I recover from a fraudulent transaction dispute?

[Simon_Westwood]

Ok after 4 months the bank has made a decision to side with a customer who committed fraud.  He placed 2 orders, we exchanged phone calls and emails, he even sent me a picture of his credit card.  Yet the bank or Shopify decided I was at fault!  No Fraud also passed the 2 transactions.  What am I supposed to do, walk away from £4000, change card company which will mean leaving Shopify as well or just suck it up as nothing seems to offer us Shopify customers any protection.

I believe the decision is final so I don't even get chance to appeal.  In these hard COVID19 times I just don't know if I want to carry on.  Step in here Shopify and offer us better fraud protection and me a chance to get my £4000 back or loose a customer.

[Beacon-Jason]

Hi @Simon_Westwood 

I'm sorry to hear this had to happen to you especially during these times. It sounds like you did everything right. You had contacted the customer and even asked for a verification ID, which can easily be manipulated if you are not an expert in this area. 

As £4000 seems like quite a lot of money, I would file a police report for online theft. I don't know the local laws in your country but in the U.S, you can file a crime report or ask the local authorities.

I would also perhaps go about speaking to a risk management team with your payment provider instead to ask for an appeal and send all proof of transaction and communication.

[andydev]

We have 2 fraudulent charges and shopify could care less. Funds retracted even though clients have the product