I purchased a custom domain name on shopify yesterday and received the email confirmation and bill, however I can now see that my payment for registration has been refunded and I am unable to use the name. When I try to go back and buy it again, it says the name is unavailable. I really needed that domain name. Can anyone help me with this please?
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This is Finley from the Social Care team at Shopify. Thanks for reaching out today.
I completely understand that you'd like to ensure you can purchase the custom domain that you need for your business.
Am I correct in understanding that you didn't see a particular error message when you originally purchased the domain name?
Usually, if there is an issue with the domain, you would receive an error when trying to purchase it. For example, domains with special characters or accents would show an error message: Your domain name can't include any special characters
Some top-level domains may also not be available for purchase through Shopify.
However, from what you shared, it sounds like something else may have occurred here during the purchase process. I'll need to take a look into your account to understand what happened and how you purchase that domain.
I've sent an email to your Shopify Community email address. Please respond with your .myshopify.com URL and we'll be able to have a look into this together!
I really appreciate your detailed response, Natasha!
That is very helpful, and I agree that this sounds like something we'll need to look into a bit further on our end here.
Thank you for sharing your .myshopify.com URL as well. The last step we'll need to take is that I see a reply to the email I sent to your email address.
It should have come to your inbox a few minutes before I replied to your original forum post.
Once that's complete, we'll be able to take the next steps to have this resolved.
I have had basically the exact same situation with me buying a domain for my also .co.nz site.
Im at a point where ive tried 5 times and been charged and refunded 5 times. Now the domain is saying its unavailable. Could you let me know what was the outcome of this previous issue and how i can proceed to get the domain name i am after.
Urgently wanting to find a solution for basically the exact same issue!!
This is an accepted solution.
Thanks for reaching out. I understand that you want to have this domain issue looked into as you can.
We’ll need to access your account to resolve this issue. While we’re no longer able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.
Since this is the next step, I've marked this reply as the solution for the benefit of others who may discover this topic.