Yep.. Also burnt by Shopify for this.
We had a larger transaction that Shopify flagged as HIGH risk, Upon looking within 90 seconds of the order being placed, we cancelled it as it was guaranteed fraud. Massive fee hit by shopify, so we lost doubly out! Contact chat support, told because it was done as a refund (our mistake we accept) we would be charged fees and nothing could be done.. Their words: " IN FUTURE USE THE CANCELLATION METHOD AND NO FEES ARE APPLICABLE" !!!
Fast forward a week, another transaction, fraudulent, high risk.. We CANCEL the order.. (CANCEL if you missed it first time round).. And low and behold.. Transaction fees charged by Shopify YET AGAIN! So it seems your call centre workers are also lying about the fees charged..
I’m sure like all the others here, Shopify will just invoke silence as their answer.. Just how scammy are you shopify?