I agree! This trust & safety team don’t bother. I gave my customer their email adress. They completely ignored her! I requested my customer to go for a chargeback too but that will take a few weeks and ofcourse it’s christmas she needs her money back for other purchases which she cannot afford now. The customer was quite friendly. They processed the refund but the risk team apparently stopped the refund for the customer. I have put it in clear words to shopify that i am cancelling the customer order and to refund them! Nothing yet! So when your customer went for a chargeback, did shopify email you or anything since you are the merchant? Im just so stressed because of this mess. shopify has caused me such a loss here. Wished i never chose this platform in the first place! Any big order they just close the stores down and hold the merchant funds apparently. I read somewhere that shopify are doing this to a lot of businesses and holding their fund for 120 days and accumulating interest from customers’ money.