It appears that we are getting to lose around $500 on a chargeback. The customer filed a dispute stating that they did not receive the merchandise. We then submitted our response that included the tracking information which showed that they received the merchandise. We have waited almost 90 days for a response back from their credit card company, without any response. In the meantime the customer claimed that they contacted the credit card company to drop the dispute, and they reinstated the original charge back to their account, in which they claimed that they paid this amount in full.
In contacting Shopify with these details, they refused to reinstate our funds. They also said that the Shopify Protect program for merchants does not cover this type of case. It seems that Shopify is coming up with every reason possible for not reinstating our funds.
Have you had something similar occur; and if so what steps did you take to finally resolve this? Or did your company end up being screwed?