How can I resolve a chargeback issue with fraud protection?

eatmytackle
Visitor
1 0 0

We received a chargeback for over $3000 on an order that qualified for fraud protection and UPS confirmation it was delivered.  I can’t find any way to contact Shopify to resolve this.  It is unbelievable that a company this size has no support phone number.

Reply 1 (1)

Shay
Shopify Staff
2968 460 609

Hi @eatmytackle 

 

Thank you for sharing your feedback on this process here. I understand that you are trying to get a chargeback resolved for your store. 

 

Do you see in the order details that the order is protected by Shopify Protect or Fraud Protect? If the order is protected by Shopify Protect then you don't need to do anything and you should see that the chargeback was refunded to your account. 

 

It's important to note that Shopify Protect and Fraud Protect only protect orders where the chargeback is claimed to be a fraudulent purchase. If the chargeback is for an undelivered order, then these protection options won't be available. 

Shay | Social Care @ Shopify 
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