Wrong refund, i got refunded less than i paid.

New Member
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I am a customer to a store on Shopify, am livid right now cause i didn't get what i wanted to purchase, my order was cancelled and i was refunded the less than i actually paid.

Please note i am in Africa and i purchased from a USA based store. I wouldn't be hurt if i had actually been able to purchase successfully but my order got cancelled and still i got refunded much less than was deducted from my card.

Please is there a way i can get the rest of my money, cause I shop on AliExpress and whenever i get refunds i usually get it fully down to the cents, which is why this is totally shocking to me, i got about $15 less than was deducted from my account, my order wasn't fulfilled and yet i still lose $15.

Reply 1 (1)
Shopify Staff
Shopify Staff
438 35 48

Hi @Maggie01, thanks for reaching out here. I am sorry to hear about what you have experienced, I can absolutely understand feeling angry about this. 

As Shopify is software used by merchants to build their businesses upon, I would have no access to information regarding your order. However with that being said, I do completely understand to order something online and have the cancellation/refund not go as expected is so disappointing. 

 The easiest and best way to sort this out would be to get in touch with the store directly if possible. Are you able to reply to any emails from the store, the order confirmation email for example? Does the store website have a contact phone number, email or social media link?

If you reach out and have not had a reply from the merchant, then I would advise reaching out to your bank for their advice on next steps to take. If you feel concerned this store may present a threat of fraud, you can use our "Report a merchant" function here. All stores submitted here are sent directly to our legal team for them to review. 

I sincerely hope this works out for you, I wish you all the best going forward!

Ivy | Social Care @ Shopify 
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