I received an email that I have never received before after 7 ish years on Shopify. It looked a bit fishy (phishy) so I started a chat with a Shopify support officer to check. They told me that the email was legit and that I could click on the link safely. However, I don’t believe this is correct and when I asked more questions they were unable to answer. I decided to do a bit more detective work and there are no chargebacks or orders totalling the amount listed in the email. Additionally, all orders during this timefame provided were sent and have tracking that shows as delivered. And I have received zero emails from any customer regarding this. So this is very strange, why would a Shopify support officer tell me to click on this link?? Concerned. What do you think? This is the content of the email below. I removed the link. I also asked if I could directly email or call someone to check and was told no. The so called support was very average and I’m pretty sure it was WRONG.
The email came from: noreply [email removed] mail-shopifystores . com
Content:
We have received dissatisfaction reports from two of your customers stating the products ordered on Wednesday 17th January and Wednesday Friday 19th 2024 has not been received. These orders with the total of $1630.40 [product number 0281** and 0282**] has been paid for and proof of payments provided. Customers also stated several attempts to contact you via the email address on your Shopify store yielded no response. At Shopify we love to support our clients businesses and provide adequate support to ensure steady business operations.
Currently this does not affect your Shopify account and your store front is still active as we are still looking into this report. We have classified this report as “under investigation” as we await your report on this issue.
Visit the report ticket below and provide the information required to your best of knowledge:
(Kindly verify the ticket number in this notification correspond with the ticket number on the link above.)
The following are available on your ticket page:
- Name of customers
- Full customer report message
- Customer proof of payment
- Order details.
Having completed the forms above, what next?
We will review your report and should we require more information about this issue we will contact you via your primary email on your Shopify account. We assure you this issue will be handled appropriately.
Do note that if you are found guilty Shopify gives all first offenders of this policy violation a warning strike. If found guilty on a second charge all your store data will be exported and sent via email of your store owner and permanently suspend your store from all Shopify related services.
For more tips on how to avoid similar issues or how to improve order fulfillments visit Shopify fulfillment network center.