I knew that it was a fraudulent order so I cancelled it and refunded the person’s money. I even show it on my account - I submitted a chargeback dispute but I want to speak to someone who is a Shopify employee and not the bank that will approve or not approve my dispute. Shopify should be helping me…I didn’t do anything wrong and now I will lose money because of this. Where is Shopify Help at? All I see are articles of suggestions and Shopify Community stuff - those are great but not what is needed in these kinds of situations.
1 Like
We had the same issue at least a dozen times. Unfortunately, after speaking with Shopify, they were unable to help taking the approach of the customer is always right. We had actual proof as well. The advice I received from their support was move on.
Hi @Lesleigh12
Thank you for sharing those details here. To clarify, you refunded the order to the customer but the customer still placed a charge back and that charge back was decided in favor of the customer. Meaning that you have been deducted twice for this order.
If this is the case, then you definitely want to reach out to our live support team to have this escalated. Our team is not able to make decisions in regards to charge backs but if you have already refunded the customer and they also had a charge back decided in their favor on the same order our team can investigate and hopefully get the initial refund you provided the customer reversed.
I know that receiving charge backs are never a great experience and can be really frustrating to deal with. The decision of a charge back is handled by the customer’s bank only and none of our support here will be able to have any control over that.
All the live support link does is send me to the help pages and I don’t
know where to go from there because all that does is take you to
articles…again…where is the LIVE help??
@Lesleigh12 if you haven’t yet been able to contact our live support please follow the steps I’ll include below and send me some screenshots of what you are seeing and where you are clicking in the Help Center so I can ensure it is working as expected.
- Clear your browser cache and cookies for all time.
- Close the browser window, reopen the browser and follow this link: Shopify Help Center.
- You will be asked to sign into your merchant account, then asked to choose a topic for support, and then at the bottom of the Help Center articles provided will be all available support options.
