How do I get help with a Purchase protection claim?
Are you the customer, or are you the merchant, or are you helping a merchant? Some clarity will help in giving you the best advice.
Hi, thanks for your response. Sorry it took so long for my reply.
I’m the customer and finally got some help from Shopify support who connected me to Shop support.
Hopefully it will get resolved soon
Ok don’t wait too long to contact your bank or card issuer and initiate a charge-back if you need. 60-120 days is a typical deadline.
Hey there @Donskee
If this is a Shop Pay Purchase Protection claim, first review the details of the case in your Shopify admin to find out the reason and any information you are required to submit. Reply under 24 hours with evidence, tracking, proof of delivery or communication with your customer. Consolidate all those order record if its is claim is still pending. Assesing your shipping policies and ensuring tracking is uploaded promptly might also deter the same kind of claim going forward.