Fraudulent Transaction on Shopify

Shopify Discussion

Topic summary

A customer purchased from a Shopify-based webshop on November 2nd and received a delivery scheduling email afterward. However:

Key Issues:

  • The scheduled delivery date passed with no further communication
  • Email contact attempts bounce back as undeliverable
  • The webshop now displays only a “coming soon” page (was previously accessible)
  • Payment was completed via Bancontact from a KBC personal account

Customer’s Situation:

  • Believes they are a fraud victim
  • Cannot file Shopify’s standard form without the Shopify URL confirmation
  • Only has bank transaction details available

Seeking Guidance:
The customer requests advice on steps to take to address this issue, recover their payment, and prevent similar fraudulent activities. They expect assistance since the webshop operates on Shopify’s platform.

Note: Portions of the original message appear reversed/encoded, suggesting potential data corruption or formatting issues.

Summarized with AI on November 4. AI used: claude-sonnet-4-5-20250929.
1

Dear Shopify Support,

On November 2nd, I made a purchase via a webshop, which operates using the Shopify platform.

After completing my order, I received an email (see below) to schedule a delivery appointment. However, the scheduled date has passed, and I have not received any further communication. Attempts to contact them via their provided email address have failed, as my messages are undeliverable. Additionally, the webshop, which was online earlier today, now only displays a “coming soon” page.

It appears that I have been the victim of fraud, resulting in a loss. Since the webshop uses the Shopify platform, I expect your assistance in preventing such fraudulent activities and recovering my payment. The transaction was completed via Bancontact from my personal KBC account.

Could you please advise on the steps I need to take to address this issue and ensure a resolution? I can’t file your form as I haven’t received the shopify url of the confirmation. I do have the details in a bank transaction.

Thank you in advance for your support.

Best regards,

Wout