Refund on transferred theme

[Prime7]

Shopify, can you please give my money back through my refund? It has nearly been a week with no feedback.

I transferred a theme I bought a couple of years ago to a new store and the credit card that was used to purchase the theme on the old (discontinued store) is no longer active/operational. Now I need the refund through another means and I cannot get feedback from you. 

Please just pay my money back.

[Don]

Hi there @Prime7!

Sorry to hear you're waiting for an update on your query.

It sounds like you've already been in touch with our support team on this issue, and are waiting for them to get back to you.

While we can't provide account support or discuss support interactions publicly here, I would like to check out that contact to ensure it's in the right place for you to get more info.

If you're happy to share your support contact ticket number with me here, I can take a look to check it's where it needs to be!

Should you not already have contacted us for support, you can do so using our Help Centre here.  

[Prime7]

Thanks for the feedback Don. 

I still have not been assisted. The two ticket numbers are: 36263736 and 36390899.

I really just wish I can get a solution here.

[Don]

Hi again, @Prime7!

Thanks for getting back to me here and for sharing your support ticket number.

I would suggest you keep an eye on ticket number 36390899 for an update on this issue.

As we're not able to provide account support or discuss tickets here directly, that is the first and only place you'll get an update on this request.

Be sure to keep an eye out for a reply from our team there with any more info or instructions on how to proceed.

All the best!

[Prime7]

Don't you think I was keeping an eye on the ticket already?

What I noticed is Shopify staff try to be kind but don't actually tackle the problem to help customers. The reason I posted on here as well is because nobody is doing anything to help and all I'm asking for is genuine assistance to get my money back.

I'm trying to get hold of management to help escalate or make a decision with regards to my refund but it just stays in limbo. Going for 2 weeks with no answer now and nothing is being done about it. 

I'll be taking this to social media.

[Don]

Hi again, @Prime7!

Thanks for letting me know you're keeping an eye on your escalated email contact for an update there.

While we can't give a timeframe for a turnaround on this, that is the first and only place you'll hear back from the relevant escalated team on this issue.

If there was anything we could do to expedite this from here we would already be doing so, but rest assured your query is already in the right place to get the help you need on this.

All the best!

[melanatedcc]

Hello,  
I am having the same problem that you are experiencing.  My refund still has not been processed since I first requested the refund in August, 2023.  Looks like a bait and switch and here is the link to Shopify's Policy about refunding the second purchase of the same theme when a new shop is opened.  

https://community.shopify.com/c/shopify-design/transferring-a-paid-theme/td-p/1720477

So disappointing to get the round around from Shopify's admin.  It really is not hard to process a refund, that is if a refund is really going to be processed.

[Don]

Hi there, @melanatedcc!

Thanks for letting us know about this!

While we're not able to provide account support publicly if you are happy to share your ticket number from where you have reached out about this already I can check in on it to ensure you're with the correct team in the correct place to get more info.

If you'd like to refer to the part of our Terms of Service which covers theme purchases, licencing and transferring themes between stores you can read it here.

I look forward to assisting you with this!