Once again we’ve lost a considerable amount of money from credit card fraud, Customer falsely claimed non-delivery despite irrefutable evidence to the contrary (confirmed delivery via tracking to correct address). Shopify denies coverage despite customer service rep stating that we would be covered but this was over-turned by someone above him apparently to improve the bottom line. False advertising Shopify, you should be held accountable for this misrepresentation of your policies.
Hello. I understand that dealing with this claim must have been a stressful experience. I want to clarify that Shopify Protect helps protect eligible orders against fraudulent and unrecognized chargebacks. For your reference, the details on eligible orders can be found here: Considerations for using Shopify Protect.
For security reasons, our team here in the Community does not have access to your account or support tickets. However, if you have any questions or concerns about Shopify Protect or the eligibility of this particular order, please reply to your existing support ticket or reach out through the Help Center here.
Shopify reps suggested I use Shop Pay to protect my business from this exact situation and now I’m told that shop protect via shop pay won’t cover it. Sounds like the customer service reps don’t understand the service and how it works. Shopify has got to start caring about its customers and doing something to protect them. We cannot communicate directly with the banks/credit cards that are condoning these fraudulent practices so only Shopify can speak for us and they do not.