FRAUD SAEGE

Payments + Shipping & Fulfilment
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Topic summary

Customer canceled an order within a 14‑day cooling-off period, rejected delivery, and has waited 3 months without refund. Merchant allegedly threatens to withhold refund unless the bank dispute is canceled, and disputes have been rejected; the customer wants to report the merchant to Shopify but the report is blocked due to an email mismatch (order placed with phone number).

Advice centers on filing a chargeback with the credit card’s issuing bank, defined as disputing a transaction for fraud or non-receipt. A typical filing window is 30–60 days, and success depends on providing strong evidence.

Clarification highlights that the chargeback process is handled by the issuing bank (not the merchant) and usually one chargeback per transaction; there’s confusion whether multiple “rejections” refer to bank decisions or merchant refund refusals.

Shopify’s role is as a marketplace with KYC (Know Your Customer) checks; customers can report bad merchants via the provided reporting link. The email mismatch when reporting remains unresolved.

Status: unresolved. Next steps include confirming a proper bank chargeback submission and resolving the Shopify report email mismatch.

Summarized with AI on December 15. AI used: gpt-5.
1

I made an order to SAEGE CO and i cancelled it within the 14 days cooling off period. Talked to the merchant to start the refund process and to this day, 3 months after, still no refund. I rejected the package, so the products were never on my hand and it is already back to the merchant. I started a dispute with my bank to claim my money back and the merchant reject numerous times my dispute. I talked to the company and they threaten me saying that they won’t refund me if i don’t cancel the dispute from my bank.

I want to make a report to Shopify for fraud but when i placed the order i used my phone number so now submitting the report, it appears rejected saying that the email doesn’t match with the order confirmation.

HELP

2

Hi @lesha_1 ,

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.

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

3

Actually they rejected the chargeback many times. My back has no option
than wait and see if they accept for the next time. That is why i want to
file a report to shopify, because these kind of behavious should not be
permitted.

4

@lesha_1

Actually they rejected the chargeback many times.

I’m a bit confused, a bank will only process one chargeback at a time. But it sounds like you’ve only placed one order with this merchant based on your first post.

Or are you saying that you’ve requested a refund from the merchant multiple times?

The chargeback process is with your credit card’s issuing bank, not with the merchant. Just want to make sure that’s clear.