How can I recover money from a fraudulent online store?

Store Feedback

Topic summary

A customer paid for an order from zeenazshops.myshopify.com but cannot contact the store for delivery updates. The website no longer exists and the provided email address (zeenazshop@gmail.com) is non-functional.

Key Details:

  • The customer suspects fraud and reports seeing similar ads with related email addresses (like zeenazshops12@gmail.com) on YouTube
  • Three screenshots were shared as evidence
  • The customer wants their money back and requests action against the fraudulent operation

Support Response:

  • Shopify support acknowledged the issue and takes fraud seriously
  • Recommended actions: Contact the bank/credit card provider to dispute the transaction and recover funds
  • If the order isn’t received within 30 days, the customer should report the merchant through Shopify’s official reporting system
  • Support confirmed they have fraud detection systems and will review the reported store

Status: The case remains open with the customer awaiting resolution through their financial institution and Shopify’s fraud investigation.

Summarized with AI on November 19. AI used: claude-sonnet-4-5-20250929.
2

Hey, @Zeb111 .

Thank you for reaching out and bringing this to our attention.

I understand that you’ve made an order from zeenazshops.myshopify.com and their website wasn’t available when you tried to contact them about the delivery status. While we’re unable to unable to share information in general about a particular store for privacy reasons, some merchants may pause their store to perform updates or other related tasks. Since you’re unable to contact them through the website at this time, then did you try emailing them by replying to the order confirmation email?

If the email (zeenazshop@gmail.com) was the one associated with the order confirmation and it doesn’t exist anymore, then you can also check to see if have a social media presence that allows you to contact them. However, if you don’t receive your order within 30 days and believe that the store is fraudulent, then please report an issue with a merchant as Shopify takes fraud very seriously and we conduct store reviews on a regular basis. That said, we’d also recommend getting in touch with your bank or credit card provider and notifying them of your transaction so they can assist you with recovering your funds.

If you have any questions on this topic, then don’t hesitate to let me know!