Hello all. My account is frozen and shop is closed due to an unpaid bill. I have had two people contact me asking when they will receive orders they placed, which I was completely unaware of because my shop has been closed. Were their orders even processed? I'm not sure how they even placed them. I am wondering if I owe them a refund, and if I have to get back into my account to issue one. I doubt it could have even gone through but just want to check. Thank you!
Hey there @shopjunebugco,
Ryder here, from the Social Care Team at Shopify. Thanks for posting! That's a great question, and I'd be happy to offer some guidance.
In order to avoid a chargeback it'd be best for you to refund the customers for their orders. Once your store has been frozen, orders cannot be placed so it's likely that these customer's placed the orders just before your store was frozen. The only way to access your shop at this point is to pay the due balance to reactivate your store. If after refunding the customers you choose to close your store, you can follow the steps here. While we can't promise a refund, if you contact us the same day you close your store we can take a look into the account to see if there's any way we can support you.
If you have any questions about the process, please let me know and I'd be happy to clarify.