$4,860 Refunded as Ad Credit Instead of Payout – Requesting Cash Refund (Ticket #57121008)

[faizraees]

Hi Shopify Community,

I'm experiencing a serious issue related to my Shop Cash Campaign.

On April 24, 2025, I received 83 orders within 1 hour, but I never received payment for those orders.

Later, on April 28, an amount of $8,780.83 was debited from my payouts.

Now, I’ve been informed that $4,860.00 was refunded to me in the form of Shop Campaign credits due to low ROAS.

However, I want to make it very clear.

I do not want Shop Campaign credits I need this amount refunded to my actual payouts balance.

My Concerns:

• The orders were real, but I was never paid for them.
• Instead, Shopify debited my account and only offered ad credits in return.
• I am not planning to run new campaigns, so ad credits are useless for me.
• I need a direct cash refund, credited to my Shopify Payments payout, not marketing credit.

Request:

• Please refund the full amount to my payout account.
• Please investigate how 83 orders appeared in one hour without valid payments this seems like a system error or campaign bug.
• I have not received any valid explanation from the support team for the last 3 days.

Ticket Numbers:

• 57121008
• 57066583
• 57068165

Timeline of Delay:

• 04-29-2025: Ticket opened
• 04-30-2025: No resolution
• 05-01-2025: Still waiting — only automated replies

Please escalate and resolve this urgently. This is causing serious financial and operational concerns for my business.

Thank you,
Faiz Raees