Shopify double charge me, so I contacted customer service to get a refund but only got back half.

bloodynxse
Visitor
1 0 0

So basically I woke up one morning to see that I was charged a whopping $58 invoice on my statement. So, I then went to contact customer service for a straight HOUR while they just tried to smart-talk their way out of it. I really wasn't having it as I just wanted my full refund. I closed my shopify store and everything. Customer service then said they would dispute my refund, only to see half a day later that they only refunded my $29, and not the other $29. I closed my shopify store and everything. I am very fed up and do not know what to do at this point. (Update: I just tried uploading this post and it said "Correct the highlighted errors and try again. Post flooding detected (community received posts of a unique message more than 1 times within 3,600 seconds)" I am having a really bad experience with shopify right now. PLEASE ADVISE AND TAKE INTO CONSIDERATION WHAT I AM GOING THROUGH.

Replies 2 (2)

Shay
Shopify Staff
2652 431 555

Hi @bloodynxse 

 

I understand your concern about receiving two charges and only getting a refund for one of them after closing your store. It looks like there might be a possibility of a second store using your billing information. This can happen by accident, where more than one store was created when you first signed up or it could potentially be unwanted access to your billing card. 

 

Do you have any other stores on Shopify? If yes, even if you believe them to be closed, I would double check by attempting to sign into the store. If they are closed then you would be prompted to renew the plan before you can access the admin.

 

Our support would be happy to investigate this further with you as well. They would require a screenshot of the non-refunded charge on your banking statement where it shows the transaction ID number. It usually looks like "SHOPIFY * XXXXXXXX". With that transaction ID our team can trace the charge and ensure that your billing details are removed from whatever store it might be connected to. 

 

When you contact our live chat support you can use this response to get the support request started:

 

Hi, I have been charged twice for a monthly billing fee for a Shopify store. I have since closed my store and received a refund for one of the charges, but I still have an outstanding charge on my credit card and I don't know where it came from. I do not have any open stores on Shopify and if my billing details are connected to another account it is without my permission. Please escalate this so that I can have my billing removed from the platform entirely. 

Shay | Social Care @ Shopify 
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JoshuaVDK
New Member
13 0 0

Hey Shay, 

 

I'm having the exact same issue, I've created a post about this but need imediate help if you could assist as I can see from your reply I could trust you'd be able to assist, my post is: 

https://community.shopify.com/c/shopify-discussions/i-was-charged-for-a-closed-account-need-help/m-p...

Needing someone to use my transaction ID to track this down and refund it as soon as possible. Thank you!