Can Shopify help consumers who bought from a fraudulent store?

Shopify Discussion

Topic summary

A customer purchased from a Shopify-hosted store (Martozi.com) using Affirm financing but never received the product or shipping information. The store has since gone offline and is unresponsive.

Key Challenge:

  • Payment through Affirm (not credit card/bank) limits access to standard fraud protection
  • Affirm is reportedly difficult to work with on dispute resolution
  • Customer cannot prove non-delivery to support their claim

Shopify’s Response:

  • Platform cannot intervene in merchant operations or order fulfillment
  • Directed customer to fill out a “Report An Issue” form
  • Recommended contacting bank/payment provider (Affirm) for fund recovery
  • Cannot share investigation findings due to legal restrictions

Ongoing Issues:

  • The complaint form reportedly doesn’t recognize the order URL
  • Multiple frustrated users express dissatisfaction with Shopify’s limited ability to help fraud victims
  • Some commenters criticize Shopify’s merchant screening process

Status: Unresolved. The customer has limited recourse beyond pursuing the dispute with Affirm and filing a complaint form that may not be functioning properly.

Summarized with AI on November 2. AI used: claude-sonnet-4-5-20250929.
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Hi @cercareineri ,

Thank you for the prompt response and sharing this information. If you are receiving an error when completing the form I would recommend following up with your bank for steps on how to proceed. I can completely understand the impact of this, but can assure looking to them for guidance on how to dispute those charges will be the best course of action.

Please let me know if I can provide any other assistance. Take care.