We've just received notice of a chargeback on an order that was USD5200. It's been initiated by a very difficult customer. He took almost 8 months of back-and-forth questions, wasted a lot of time (yes, that kind of customer), kept trying to ask for discounts, etc. and has taken up a lot of our time.

A long story short, he received the product (it's a large flat-packed product that comes on a custom sized pallet and weighs 660lbs) and is shipped by FedEx air freight.

Several weeks after receiving it, he emailed us claiming that something was missing. We video all of our shipments being picked and packed so were able to prove to him that the box he claims was missing was actually packed. He didn't respond for a month and then asked us what we were going to do about it. We told him that as we have evidence that it was included and packed that he would have to pay for a replacement - and he's responded by initiating a chargeback.

In the message from Shopify, we're informed that his bank has already refunded the amount to him, without even investigating the case (he claimed our product is damaged/defective).

So he's got our product, gets to keep it, and gets a refund from his bank. This is fraud and theft.

Can anyone advise what I can do?