So disappointed that I have been waiting in the queue over twelve hours to resolve some fraud issues.
what happened exactly ? and what was your expectations ?
Scammers keep slipping through my rules and I get stuck with refunding the amount plus the Shopify $.39 fee. Granted that’s not a lot but after over twenty, it adds up and the frustration level reaches boiling point.
Hey @Kay1950
hope you’re doing well!
sorry to hear that, I hope Shopify support is able to resolve the fraud issue for you soon. Have you also tried requesting a callback or live chat if it available in your region?
I have tried everything and no human seems to be available to respond. It is very disappointing and unacceptable. My renewal is up in one week.
Why capture payment if they are scammers? Seems pretty easy to change the payment capture method..
Settings->Payments
It would allow you to monitor beforehand, and cancel an order without being charged. Easy.
There is a way to stop the $0.39 bleed right now, without waiting for support. Switch payment capture from automatic to manual (Settings, Payments). Orders then come in as authorizations instead of charges. When you spot a fraudulent one, you cancel it and the authorization is simply voided: no refund, no fee. You get about 7 days to review before capturing payment.
The only downside is you then have to review and capture orders yourself. That part can be automated: a workflow that captures clean orders instantly, holds the suspicious ones based on Shopify’s fraud signals, and asks the buyer to confirm before anything ships. I build these for merchants and it takes me 2 to 3 days to have it running on a store.
If you want, I can walk you through it in a 15 minute call and you can decide if it is worth it. Either way, make the manual capture switch today, it costs nothing and stops the fee loss immediately.
It is set for manual, but they still get through.
What do you mean “they still get through”? If you’re meaning they are getting through your checkout blocker app or whatever and becoming orders, well that is a different story. But if you mean you have manual payment capture and you still get paid for the order without manually capturing the payment, that’s either a misunderstanding or you should state that as an actual bug in Shopify. Because the payment capture is the gate for refunds and the transaction fee. Without it, those two don’t exist. On the Settings → Payments page, scroll to the very bottom section and re-read what the capture setting is.
Yes, they are getting through the checkout blocker app and becoming orders. I just want to talk to a human to find out what is wrong and no humans seem to be in the building. Not even on the phone.
That is the problem. I (underscore “I”) do not capture the payment - that is what I want to prevent. SHOPIFY captures the payment, then lets me know and I have to cancel the order. I just want to be able to see that I have the order and just cancel the order myself - knowing that it is a scammer. But something in Shopify is capturing the payment, THEN letting me know.
It has been so frustrating, and I am about ready to just close my shop. I also have my Shopify renewal coming up which I am seriously considering cancelling.
Sorry, it just sounds like you are misunderstanding the difference between a payment being authorized at checkout, and captured by you. I would look into this and ask Shopify Sidekick, that little face in the top right corner of your admin…
But honestly, I would probably agree that if it’s stressing you out this much and you’re getting nowhere, you would probably benefit by doing something else. It really does require a technical edge that not everyone needs to have. There are other e-commerce platforms that are easier at one thing but harder at another, but in the end there is not a single platform that is the click-n-go that everyone expects.