It’s not the fist time, and it won’t be the last time if we do not make any changes.
When we received a fraud order, we have paid a fee (could be credit card fee, 3rd party payment provider fees etc.) to Shopify. And when the Fraud analysis shows it’s high risk, and you use some tools to confirm the order is fraud, you will not process the order, and for sure you will need to cancel it. But at the meantime, you may see the fees has been taken, and Shopify will not refund the fees which is not fair.
Unfortunately, I have contacted Shopify support, and they said it’s final, and they will not refund the fees in any situation regardless it’s fraud order or not.
I definitely understand how important it is to be able to safely manage high risk or known fraudulent orders in your store. Have you had a chance to review our steps for reducing fraudulent orders on your store yet? If not, you can see the suggested resources and fraud filter apps here: Fraud prevention · Shopify Help Center.
If you are finding that you are receiving a large volume of high risk orders I would definitely consider setting up manual payment capture on your orders. This gives you a window of time to review the order and finalize payment for it, allowing you to avoid any processing fees for orders you plan on cancelling.
hi @Peacocoki You can avoid these fees, by using manual payment capture in Shopify. However, if you have a lot of orders and can’t manually capture the payment for each single order, then you can look into third party apps that includes our app, Beacon to help you automate the process of cancellation and payment capture. A payment that has not been captured and voided will not incur fees.