In 2 days I had 3 fraudulent orders, they were flagged as fraudulent orders so I denied all 3 on the spot. But shopify still took their fee, I lost $65, how does that make sense? And that was in 2 days, why would I pay money to lose money? What’s worse, other people had the same issue, and a representative always messages saying “we can’t share your private information” and the issues don’t get resolved. Shopify makes it incredibly difficult to contact their help line as well, forcing us to voice our concerns on forums.
Topic summary
Merchant reports three Shopify-flagged fraudulent orders within two days; despite denying all three, Shopify still charged fees, resulting in a $65 loss. They question why they are paying fees on orders identified and rejected as fraud.
States that other merchants face similar issues and that support responses often cite privacy restrictions without resolving the charges. Expresses frustration that contacting Shopify’s helpline is difficult, pushing users to raise concerns on forums instead.
No resolution or official explanation is provided in the discussion. The key unanswered issue is why fees are retained on denied fraudulent orders and how merchants can avoid these losses or get fees reversed.