“item not received” chargebacks when tracking clearly proves that the order was delivered. very simple, yet a very common scam.
chargebacks submitted as “fraudulent” on orders that are not sent by a certain date. Why only protect by a certain date? Shopify should protect you for as long as the customer can submit a chargeback. This does not make sense.
Shopify needs to do better when it comes to protecting shop owners from invalid chargebacks. Don’t let shop owners take the hit when you can make small changes to protect them.
Thank you for sharing your feedback here about Shopify Protect and what it does and doesn’t cover. You are correct that Shopify Protect can only be applied to orders that are reported as fraudulent and that have been fulfilled within 7 days of the order being placed and in transit to the customer within 10 days.
If the customer order has been processed within this window of time, and the order is eligible for Shopify Protect, then the protection will apply for that order for the entire time that a customer can place a chargeback.
While fraudulent and unrecognized chargebacks are the most common types of chargeback, customers have the ability to dispute a payment on their credit card if they claim they didn’t receive the product, or if they believe the product was defective, damaged, or not as described. Shopify Protect doesn’t protect against these types of chargebacks.
Issues with product quality or the shipping carrier’s ability to deliver the product is something outside of our control and needs to be resolved between the parties involved. I can definitely recognize that expanding our chargeback protection to cover these types of chargebacks would be incredibly helpful for all our merchants and I hope it is something we can expand to cover in the future.
I have shared your feedback about this with our developers for consideration. Don’t hesitate to reply back here if you have any additional questions or feedback you want to share on this topic.
Thanks for sharing the information about Shopify Protect.
The Shopify Protect product is a good fit for fraud cases and for US client it can have a lot of value. You can also use SEON as a fraud detection agent.
My personal recommendation for you is to use Chargeflow (https://apps.shopify.com/chargeflow) it’s free to install and you only pay if it help you win a chargeback. It specialized in cases like product not received, not as describe, etc.
It will help you protect your business on the next chargeback journey whether it’s a fraud or service chargeback.