Why did I receive an unexpected charge and refund?

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I received these two, payouts/returns but I do not know where they are from. I dont have any orders of this price and no returns. Please email me so I can send you screenshots of the emails I received.

Reply 1 (1)

Shopify Staff
1688 177 278

Hi, @LaMadeleine14!
Thanks for reaching out in our Community Forums and for sharing your concern, I’d be happy to help.


I understand that you are experiencing difficulties in tracking the transactions associated with your payouts. If you are using Shopify Payments, you can follow these steps to view the breakdown of your payments:

  • Go to your Shopify admin.
  • Click on "Settings" and then select "Payments."
  • In the "Shopify Payments" section, click on the "View payouts" button.
  • You should be able to see the detailed breakdown of your payments.

If you are still facing issues, we will need access to your account to gather more information. However, please note that we are unable to provide account-specific support through the Community Forums. Nevertheless, we would be happy to assist you further through our Help Center.

To access our live support, you can ask the Virtual Shopify Assistant to contact support. It will guide you through the next steps on how to connect with a team member who can provide the necessary assistance.


If you are using a third-party payment gateway, the process may vary. It would be best to reach out to the developers of the gateway directly for more guidance.


Please let me know how these steps work for you!

Mac | Social Care @ Shopify 
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