You said you automatically refunded them when you noticed it was fraudulent. It would be best to change the settings on your account to authorize the transactions only and manually capture the transaction after you have a chance to investigate the order. That would save you time and money dealing with fraudulent orders automatically being captured.
Topic summary
Merchant reports three fraudulent orders refunded the same day, but the full order amounts were later withdrawn and they still incurred about 3% transaction fees and shipping costs, leaving them out several hundred dollars. They seek a refund of these costs and a direct Shopify phone number, which they couldn’t find.
Key guidance from Shopify staff:
- No direct support number; use authenticated live chat via the Shopify Help Center by typing the question to reach a Support Advisor.
- Use built-in Fraud Analysis (machine-learning risk assessment) and review Fraud Prevention resources and the Fraud Control app to reduce future fraud.
Community advice:
- Change payment settings to “authorize only” and manually “capture” after review. Authorization places a hold; capture charges later, helping avoid shipping/fees on risky orders.
Current status:
- No confirmed reimbursement or resolution in-thread. Next steps are to contact Support via the Help Center and implement fraud-prevention and manual capture settings.
Open questions:
- Whether transaction/shipping fees from these refunded fraudulent orders can be recovered remains unanswered.