Trust & Safety - Why is shopify allowing scammers to operate

Shopify Discussion

Topic summary

Allegations that the Shopify-hosted store “Cozymatic” is running a global scam, refusing refunds or shipments, and exploiting a hidden policy to retain part of customers’ money even when orders were never shipped. The original poster asserts this practice violates Australian consumer law and asks Shopify’s Trust & Safety team (platform fraud/abuse enforcement) to intervene.

Evidence and references (links are central):

Additional report: Another customer claims a loss of 6,000 HKD (Hong Kong dollars) in 2023, says the company stopped responding, and is pursuing small claims in Hong Kong while seeking Shopify’s support.

Actions suggested: Follow Shopify’s official order/scam FAQ and seek recourse. Requests made for Shopify to investigate or take action against the merchant.

Current status: No confirmation of Shopify enforcement or resolution. Discussion remains open with key questions about platform action and merchant accountability unanswered.

Summarized with AI on December 11. AI used: gpt-5.
1

Am hoping shopify trust and safety team can look into this one. A store called Cozymatic, that obviously runs a global scam operation on the shopify platform and defrauding people globally. Here is a link to reviews from Australia shoppers : https://www.productreview.com.au/listings/cozymatic

I did not see all this review and I ordered from them mistakenly, my attempt to have my order shipped or a refunded has so far failed. They basically would like to take some of the money before any refund, even when clearly they never shipped, this is illegal in Australia obviously.

I was sent this hidden policy:

https://sg.cozymatic.com/pages/wecare

How they are still allowed on the shopify platform is beyond me.

As a store owner on shopify myself, I have seen the scrutiny that goes with operating on the shopify platform and I associate the shopify brand with that peace of mind that I won’t be defrauded but I guess am wrong.

Am hoping something can be done about this one.

Can any app prove a Shopify store is not a scam?
2

Hi @Drulna

I’m sorry about what’s happening to you.

Here are more details about what to do for your order and the scammers:

https://community.shopify.com/post/1170728

Have a great day!

3

I’ve had similar experiences with this company, and have spent the past few months trying to track down who owns them so I can pursue a small claims court process in Hong Kong. They have unfortunately scammed me out of 6000hkd, and are now just ignoring any attempts to contact them. Since this incident in 2023 you’ll see countless others have been scammed (I wish I had done my research better first). Can Shopify support in any way? You are, after all, supporting them with these scams otherwise