Hi,
I am really starting to get discouraged by the fact that I have been trying to get in touch with the Shopify Trust & Safety Team since February 1, 2023 about my ticket.
On Feb. 1, 2023, I received the following message:
"During a standard review of your Shopify Payments account, we found your shop’s chargeback rate is currently at 1.69%. We wanted to reach out to you with some additional context and strategies to prevent chargebacks as you are currently above the acceptable 1% threshold for Shopify Payments. After a more in-depth review of your account, it appears most of your chargebacks are related to Fraud.
And in closing: Please reply directly to this email informing us about how you’ll address these chargebacks and if you have any other questions. While our Support team is able to assist you with other matters, we’ll be your best point of contact for everything mentioned in this message."
The blockage of disbursements has now been lifted, but since February 2023, I have observed “reserved funds” being held. In my opinion, this is not justified. This is considering that the email from the Shopify Trust & Safety Team indicates that most of my chargebacks are related to fraud. There was little we could do about this and it is based on force majeure. I had previously indicated several times to the Shopify Support Team that the issue of fraud already had our attention and we contacted Shopify customer service many times to report this / seek advice. In addition, we sent a plan of action in an email to this team and started using Shopify Flow so that payment for high-risk orders is not captured. Regarding medium-risk orders, we still want to contact the customer through an email asking for additional information for authorization. Therefore, we have also established a policy for this that if we have not received a response within 24 hours, we will send a follow-up and then again within 24 hours we have no response, we will cancel the order.
Since February 1, 2023, I have sent a 6 to 7 emails in direct response to the Shopify Trust & Safety TeamTicket ID and contacted the Shopify Support team several times weekly. Each time the Shopify support team says to escalate the ticket the then nothing happens or the ticket is automatically closed with no response. This is starting to become a vicious cycle that is really getting me down as a customer.
As it stands now the money is being unfairly held until early June 2023 and this is really not fair. I am no longer getting any contact and I don’t know what to do now. I have put so much time into this by now that I am considering taking further action. This is not what I am after, so that is why I am asking for advice here.
I hope someone can provide me with advice. Thanks in advance!