it is very shady when that happens. specially when you are just getting started. i got a high risk of fraud order and decided to cancel and still got charged. I also just read some discussions on here about it the amount of BS excuse they give is overwhelming. I feel robed…
7 Likes
Hi there, @TEEG !
Welcome to the Community! Definitely a great place to gather some input regarding anything about the platform!
With regards to your inquiry, I look forward to seeing what other members of the Community, who may have similar experiences, will have to say about this situation.
For a resolution and explanation however, I recommend you reach out to our live support team about this matter. Due to the nature of this matter which includes private information about your transactions, we are not able to pull up such information over the Community and other social channels. Our live support team however can open up the back end of your account and sift your transactions to see exactly what has happened and how best move forward.
I definitely hear and feel your frustrations regarding this matter but I am confident however that once our team looks deeper into this, you will be able to get the proper guidance as well as information on this particular order.
Definitely let me know how this works out for you.
Hello, there’s actually a way around this. If you set up payment capture to manual, you will not get charged a fee until you capture payment. You have 10 days to capture payment, but this will allow you to cancel unfulfilled or fraudulent orders without losing out on the fees, as long as you haven’t captured payment yet. I usually only capture payment as I start to process the order.
Hope this helps.
Vandal’s Games
2 Likes
Same here. I feel robbed. Just Shopify wins from fraudulent orders.
Scammers order high-priced items, so Transaction fees are also high.
When I had consequent 3 fraudulent orders recently,
Shopify Support just repeat ‘Sorry’, and don’t have authority to solve the problem.
Deeply disappointed to face this kind of unfaithful treatment by Shopify.
Shopify used to Not charge for refunded/cancelled transactions before. Why they need to charge charges fee from cancelled order?
3 Likes
We just had a $19,998 item sold on the website. Shopify gave it a low fraud analysis and passed it through. Our red flags went up as billing address and shipping address were in two different provinces The shipping was to a warehouse. We called the client and she had reported fraud to her credit card company. We cancelled the order and now are being charged $611 by Shopify? How is this fair? There is also no direct email or contact for me to contact shopify. I have two websites with them and am actively thinking of other options for website hosting now.
4 Likes
Hi there, @Shahraz !
Welcome to the Community! Definitely a great place to gather some input regarding anything about the platform!
With regards to your inquiry, here is a direct link to reach our live support team.
I have also attached this help document about fraud analysis that will provide more information about such matters/orders.
Definitely let us know how this works out for you.
It’s a total scam. I do a lot of business on shopify but only recently noticed they keep the credit card fee EVEN with obvious fraudulent transactions that we’ve voided/canceled shortly after the order was placed. There is no “infrastructure” or other ongoing costs being absorbed by shopify here. They are just padding their margins with a bogus fee because they can.
I like the shopify interface overall but I feel like my store is starting to outgrow it. When stores get big enough it probably makes more sense just to switch to a local platform and keep all those bogus fees for yourself.
4 Likes
Hi there, @terencevv !
Welcome to the Community! Definitely a great place to gather some input regarding anything about the platform! We appreciate your feedback regarding your experience with us thus far.
Have you checked out Shopify Plus by any chance? If you are a merchant selling in high volume, you can focus on expanding your business by using Shopify’s enterprise-level plan. Learn more about Shopify Plus and check out the Shopify Plus Blog.
This help document also goes over some of the features you can expect to get when moving over to this plan; definitely worth the look if you are feeling limited with your current plan versus how big your business has become.
That is a horrible avoidant answer…thanks for nothing. THIS is robbery and Shopify’s live team is useless on the topic. Let’s call it what it is.
3 Likes