Ok after 4 months the bank has made a decision to side with a customer who committed fraud. He placed 2 orders, we exchanged phone calls and emails, he even sent me a picture of his credit card. Yet the bank or Shopify decided I was at fault! No Fraud also passed the 2 transactions. What am I supposed to do, walk away from £4000, change card company which will mean leaving Shopify as well or just suck it up as nothing seems to offer us Shopify customers any protection.
I believe the decision is final so I don't even get chance to appeal. In these hard COVID19 times I just don't know if I want to carry on. Step in here Shopify and offer us better fraud protection and me a chance to get my £4000 back or loose a customer.
I'm sorry to hear this had to happen to you especially during these times. It sounds like you did everything right. You had contacted the customer and even asked for a verification ID, which can easily be manipulated if you are not an expert in this area.
As £4000 seems like quite a lot of money, I would file a police report for online theft. I don't know the local laws in your country but in the U.S, you can file a crime report or ask the local authorities.
I would also perhaps go about speaking to a risk management team with your payment provider instead to ask for an appeal and send all proof of transaction and communication.