Fraudulent Charges Without Recourse

Shopify Discussion
1

I opened my business with Shopify in July. Within a month I had two transactions flagged as fraudulent charges. I disputed my claim, but shopify allowed banks to withdraw money out of my business account without any discussion or explaination.

I have emailed the Shopify legal team and they never replied. I have called on multiple occasions for assistance and Shopify staff is not able to tell me why these transactions were honored while the customer gets to keep the product.

I was promised a call back from a staff member regarding the last discussion we had about fraudulent transactions. She could not tell me what bank claimed fraud and she was going to call the banks in the area to see if it was their customer. Seems old school PI work to me.

Come to look at my own Shopify business account there is not much detail on transactions I’m trying to document for my expenses.

I am really have a hard time giving Shopify any rating of quality when $600+ is pulled from my account, plus Shopify charges, and Shopify can’t tell me why or what I could do differently.

Where is the support from Shopify?

Where is the legal team?

2

Hi @sdit

I definitely understand your concern here and it sounds like some promises may have been made by our support team that we weren’t able to honor. I absolutely want to investigate that further for you.

In regards to chargebacks, Shopify is not a part of the final decision. The decision is made by the customer’s bank, and only the customer’s bank. The customer opens a claim and submits a reason for the claim. You and the customer are both given the opportunity to submit evidence to support your side of the transaction. Example: If the customer claims they never received the package, you can submit evidence of a tracking number or messages from the customer saying they received it.

Could you please share the related ticket numbers to your past communications with Shopify about chargebacks? I really want to look into the support offered at those times and ensure you received the correct information.