As a victim of countless “friendly fraud” chargebacks in the past 2 years, we’ve taken the advice of Shopify representatives and are using Shop Pay with Shopify Protect. Our first chargeback using Shop Pay has happened, customer simply states he didn’t receive the package ($500 value). Tracking shows exact date and time and location of delivery, all are correct and indicate we are fully covered by Shopify Protect per the agreement. To no surprise, Shopify had denied protection because “the customer claims he didn’t get the package”. Way to renege on your end of the contract Shopify! Your fine print says that non-delivery disqualifies Shopify Protect coverage, yet I have indisputable proof that it was delivered! Your representative agreed with me that this should have been covered as my case checks all the boxes necessary and he resubmitting the claim. No he’s disappeared and some new lacky has taken his place who can only regurgitate the company line. My customer has committed fraud and now you have too by breaking your side of the contract. You cannot disqualify all credit card fraud claims just because the fraudster denies wrongdoing. You can, and I’m sure you do, deny all claims in this same manner.
Topic summary
Merchant reports a $500 chargeback on an order paid via Shop Pay, expecting coverage under Shopify Protect. They state tracking shows date, time, and correct delivery location, which they believe meets Protect criteria.
Shopify allegedly denied protection, citing an exclusion for non-delivery when the buyer claims the package wasn’t received. A support representative initially agreed the case should be covered and said they resubmitted the claim; follow-up shifted to another agent repeating policy language, and the denial stands.
Context: merchant adopted Shop Pay + Shopify Protect after repeated “friendly fraud” (buyers disputing legitimate charges as fraud or non-delivery). The merchant argues Shopify is reneging on its contract and suspects systemic claim denials when buyers assert non-receipt despite delivery scans.
Status: unresolved. Key issue: whether confirmed-delivered tracking satisfies Shopify Protect requirements when a buyer claims non-receipt, vs. policy exclusions for non-delivery.