I think i've been frauded by a third party store, and i need help to recover or refund my money back

[JairoSx]

I think I've been frauded by a third party store and I need help to recover or refund my money back.

Okay, I open this topic because I've been waiting for a long time having hopes that the store where I bought two hats (NZMU WRLDWDE), they going to refund my money, however I've talked with them on Instagram, and they really don't listen to their customers, so I want to scale this case to the Shopify staff, you can see the proof about my situation with the link attached.

https://drive.google.com/drive/folders/1SEjKpIFD57urjiZSSmVzZT1HF29WnamK?usp=sharing

Also I think I'm not the only one complaining about this store, even the rating is so bad due to they delay a lot and there's a lot of people waiting for this hope to have their money back, I can't believe that on this application of Shop, the staff don't suspect about stores like this, that's a fraud.

Also as you can see on their stories on the screenshots, they have locked their Shop account, and that's the excuse that they're saying about which is understandable, but almost 3 months since I bought those hats, and they still doing the same excuse? now that's suspicious, so I concluded that's a fraud, so please staff take actions on this store and please allow to refund to those who used Shop as the payment way to buy those hats, if that's true about their account is locked, then why I see their store is more updated than before? they just don't wanna refund to those who really paid for them, and doing the same fraud.

Now I wanna talk directly about this injury with the Shopify staff, not to the store, because at the end... they don't care about their customers, maybe I'm too late to report this, I did it since the fourth week, but always they send me to help.shopify.com/en and summit my orders, I did that but at the same time I don't receive a response about it.

[dylanpierce]

Hi @JairoSx 

First of all, sorry to hear that you haven't received the product you spent your hard earned dollars for. But the good news is it sounds like you have a strong case for winning a chargeback with the bank that issued your credit card.

The process of disputing a transaction is called a chargeback. A chargeback is when the customer claims with their credit card's bank that the transaction was fraudulent, or the good was never received. 

However, please note there's a window of time where you can issue a chargeback - typically 30 to 60 days from purchase, depending on the bank that issued your credit card. So you'll need to act sooner than later when filing a chargeback. Even though it has been longer than that in your case, I still recommend contacting your bank to see if you're within the timeframe and/or if they can make an exception for your case.

Please contact your bank to learn how to file a chargeback, and provide as much evidence to them as you can for your dispute for the highest chance of winning the chargeback and having your money returned in full.

Remember, Shopify is a marketplace. They perform some KYC (Know Your Customer) processes on merchants when they sign up, however there are occasions where merchants don't act in good faith. They rely on customers like you to report bad acting merchants here: https://www.shopify.com/legal/tools/report-an-issue/report-a-merchant

[JairoSx]

Hello Dylan! I've contacted my bank however they say to talk with the vendor of the products which is the scammer, so I have it impossible to have my money back unless Shopify staff scale this case to the next step, as you can see below they haven't shipped since two months...

 

Also this is my case, as you can see they don't gonna do it, but I don't know if you can provide me an email or number where I can call or text reporting these orders, maybe they could take action

[Kitana]

Hi @JairoSx, thanks for sharing that update. 

If you have attempted to speak with the store owner and they are not replying, keep all documentation of that to show your bank. Unfortunately in these situations Shopify cannot step in to issue a refund unless the bank issues a chargeback, which then Shopify would have to step in. Your bank should have an investigation department that looks into the order and the evidence you have provided. Sometimes you have to really prove to them that you have exhausted all other options including contacting the company a few times with no response.

When you report your order to Shopify it is mainly for the safety of the merchants and customers using the platform. This can help us remove merchants that are not following the Shopify TOS and keep people safe. When customers start the chargeback process, Shopify is also notified of that and we include that in our internal records to help with any internal investigations. Again, this would not be for a refund as your bank has to step in for that. You can check out our Orders FAQ doc for more information. 

I would suggest trying to contact your bank again and asking them if you can send in your evidence that you have attempted to make contact with the store owner with no response for over 2 months now. I would also specifically tell them that you want to start the chargeback process.