A customer bought a physical product from my store, got the product (perfume) then filed a fraudulent chargeback for “canceled subscription” which is not covered by Shopify protect. What to do?, Shopify just washed their hands.
Hi @sword1965 ,
I’m really sorry to hear this happened.
Unfortunately, chargebacks labeled as “canceled subscription” fall outside the scope of Shopify Protect, which only covers specific types of fraud for eligible orders. Since the product was physical and delivered, you may still be able to dispute the chargeback directly with the payment processor by providing evidence such as:
- Order confirmation
- Tracking details showing successful delivery
- Product description
- Any communication with the customer
If you haven’t already, I recommend submitting all of that through your Shopify admin under the chargeback section. Even though Shopify may not cover it, they still pass the documentation to the bank handling the dispute.
Going forward, you might consider using third-party fraud protection tools or requiring signature confirmation for higher-value orders to help reduce risk.
Let me know if you’d like help preparing the dispute documentation — happy to assist.
Best regards,