Shopify charge me twice

Zoemerchandise
New Member
1 0 0

1. Shopify charges me twice, please can anyone help me, because my monthly charge is one time per month and is a basic plan

2. I am Canadian why am I charged in US dollar

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Oliver
Shopify Staff
Shopify Staff
411 45 75

Hi, @Zoemerchandise !

Thanks for your questions. I'll break down my responses in the same format just to make reading this back as easy as possible:

1. There's a couple of reasons this might happen. The first would be that there are multiple shops open using the same email address and credit card and the second would be that the shop has reached it's billing threshold. Typically Shopify will only charge you once a month You receive a bill whenever the total of your transaction fees and other outstanding charges exceeds your account's threshold. Monthly subscription fees are included in your running total, but they are not included in threshold bills. You should be able to determine if both bills are from the same account by clicking Settings > Billing from your Shopify admin and matching up the invoice numbers. 

2. We have merchants in more than 150 countries, of which the United States is our largest market. We charge universally in USD so that we are in the local currency of most of our merchants. Further, USD is one of the most frictionless and widely known currencies and making it the most effective way to accept payment at this time. This may be something we revisit or explore down the road though.

All the best!

Oliver | Social Care @ Shopify 
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Niyahsbeautybar
New Member
1 0 1

Why have I been charged twice in one month this is ridiculous I want a re-fund ASAP 

Oliver
Shopify Staff
Shopify Staff
411 45 75

Hi, @Niyahsbeautybar !

Thanks for reaching out. You'll want to check your email and find the two invoices you've received. In the emails, the invoice will outline what the charges are for. Usually you'll receive two invoices in the same month if you've surpassed your monthly threshold. You receive a bill whenever the total of your transaction fees and other outstanding charges exceeds your account's threshold. Monthly subscription fees are included in your running total, but they are not included in threshold bills. You should also be able to determine if both bills are from the same account by clicking Settings > Billing from your Shopify admin and matching up the invoice numbers from the emails you've received.

If after checking this you're still unsure as to why you've been charged, please feel free to let me know here and I'd be happy to take a closer look into this together!   

Oliver | Social Care @ Shopify 
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Seonne
New Member
1 0 0

I was charged twice in the month of June and August 2020. I would like to talk to someone about this and receive a refund. There isnt a number i can call or anything in the contact support about this. Please ADVISE!

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Oliver
Shopify Staff
Shopify Staff
411 45 75

Hi, @Seonne !

Sorry to hear you have some unexpected charges on the account. When looking back at your emails from that time period, you'll have received emails from Shopify outlining what those charges are for. Typically, a second charge in the same month is due to reaching the accounts Billing Threshold.

In addition to monthly subscription billing, Shopify also issues bills throughout the month according to your plan-based billing threshold. Billing thresholds are dollar values that trigger billing whenever the cost of your account activity exceeds its threshold amount. If you reach your billing threshold and you're issued with a bill, you can continue to buy shipping labels until the total reaches 110% of your threshold. No further purchases can be made until you pay for the issued bill. For example, if your threshold is $400, and your account's activity reaches $400, then you'll be issued a bill. You can still purchase shipping labels until your account activity reaches $440 (110% of $400), but any more purchases after that can be made only after you've paid your bill of $400.

Charges triggered by your billing threshold will appear in the Billing history section of the Billing page in your Shopify admin.

Warm regards!

Oliver | Social Care @ Shopify 
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NoBL
New Member
3 0 0

I have also been charged twice. Both emails I received say I have been charged for the same things. 

 

Apps: $16usd

Subscription: $29usd

Taxes: $4.50usd

Australia gst: $4.50usd

Total: $49.50usd

 

Don't understand as to why I was charged twice... please help.. as I think I deserve a refund for one of the payments.

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Oliver
Shopify Staff
Shopify Staff
411 45 75

Hi, @NoBL !

I'd certainly recommend checking your store's billing section to see a breakdown of any charges you've received. It sounds like there might be two separate accounts open, so let's first confirm if there are two invoices for the same shop. From there, I'd probably recommend reaching out to our support team directly so we can authenticate you and take a closer look into that together. Our Terms Of Service indicates we do not provide refunds, but we can be flexible after reviewing individual cases.

Warm regards!

Oliver | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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