Suspected fraud: what does Shopify do about this?

[SimonOxton]

Hello

My wife and I suspect a company using the Shopify platform is behaving fraudulently. 

I spoke with Support via chat yesterday and was given a link to a contact form which apparently doesn't work!? The Send button was greyed out?

Separately I earlier found the contact form to report suspected Fraud -- and that doesn't seem to 'send' or work (no confirmation page or email acknowledgement from Shopify)?

Is there someone I can speak to to escalate this concern as my wife's account was debited by this company but they are uncontactable?

Surely Shopify could mediate or act to prevent other customers from being scammed, if this company is not behaving honourably?

Please advise.

[dylanpierce]

Hi @SimonOxton 

First of all, sorry to hear that your wife 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.

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

[Merchanto]

You can try clearing your browser cache or using a different browser to see if the contact form works properly. In the meantime, it’s best to contact your bank or payment provider to dispute the charge while Shopify investigates the issue. They should be able to help recover your funds if the company is acting fraudulently.