Report potential fraud - useless Shopify help

Payments + Shipping & Fulfilment
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Topic summary

Order not dispatched after two weeks; the buyer contacted the merchant. The merchant claimed Shopify had collected the customer’s payment but the merchant hadn’t received the funds, saying this has affected several orders and they’re working to resolve it.

The merchant requested the buyer’s shipping address via a Gmail account rather than a business/Shopify-associated email, raising trust concerns for the buyer.

The buyer asks Shopify to verify whether the merchant’s payout issue is legitimate and to check for potential fraud, given the unusual email request and fulfillment delay. Tags suggest the concern spans fraud protection and fulfillment (shipping/dispatch).

No confirmations, decisions, or resolutions are provided. Key open questions: whether Shopify has the payment, whether the merchant’s payout delay is real, and whether sharing an address via Gmail is safe.

Summarized with AI on December 16. AI used: gpt-5.
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I recently made a purchase and when following up with the merchant about why my order had not been dispatched after two weeks, they emailed me with a long explanation that stated Shopify had taken payment but they hadn’t received it. Apparently, this had happened to a few of their orders and they’re trying to sort it out. They asked for my address over the email which did not sit well with me as the email was a Gmail account and not a Shopify one or anything similar.

I want someone at Shopify to check if this is a legit problem this person is having.

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