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I am helping a client who has been the victim of a phishing incident impersonating Shopify with the usual techniques (claiming their site has malware, that they will be shut down soon, etc.) and eventually the client was pressured into giving access to their Shopify account and facilitating payments to the scammer via Fiverr. 

They facilitated two payments before reaching out to us. 

I would like to know the best course of action to help my customer. Once they granted access to the Shopify account, the scammer scrambled their site and made it worse and then demanded more payments via Fiverr. 

I have not used Fiverr but I hope that phishing attempts and threatening customers is against Fiverr's terms of use. Is there any hope to get my client a refund? She paid Fiverr via PayPal. 

Thanks for any help. (For the record, I am not an active buyer or seller on Fiverr, but am simply posting here to reach out to the rest of the community.) I already e-mail support@fiverr.com with all relevant information and they e-mailed me back a ticket number. 

Edit: Most of the communication occurred via Gmail outside of the usual Fiverr communication channels. I don't know how relevant that is. My understanding is that Fiverr expects almost all communication to be performed inside of Fiverr. 

Helping a customer who is a victim of a phishing incident with payments facilitated via Fiverr

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