About customer experiencing fraud (not closed)

Shopify Discussion
1

On Sunday, a visitor reached out to us that she has ordered a product from us but the price is much lower than the actual price on our store. She said she order the product for 7.99. However, our store has never lower the price below $30. She said she was charged again for $49 after a week. For both cases, we have checked our order record and customer record which we couldn’t find anything that has related to her information.

She was pretty angry and accusing us to be a fraud site which is not true.

We would like to ask for opinions for the above case.

Do you think that someone is hacking our site or pretending to be similar site to fraud people?

Do you think the customer case is real and valid? I have checked social profile of the person which looks like valid and does not look like fake account.

We are open to refund/pay back to the customers. In this case, we just wanted to avoid these issues to happen again.

2

Ask them to show screenshot of the transaction history to confirm what they are seeing is coming directly from your site along with an order number/email confirmation.

If the customer does not provide any of these evidence, you can just ignore this customer as they are probably trying to get you to send them money.

1 Like
3

Agree, we have sent email for the same request to her.

4

It’s pretty annoying as the customer go around some social media posts to keep commenting negative things and not yet given proof to us.

5

The case has closed. The customer’s given information is from another company. Problem solved.