Shopify and Printify charge me two times

[LuellaNutella]

Can pls enlighten me . My costumer ordered in my shopify store but using my card . When i placed order my bank automatically deducted my account Rm60 malaysia currency . Then when i went to printify to send the order to production printify charge me Rm98 Malaysia Currency. Im really confused now . Please help me? Should i request refund or not?

[shahrozbabar5]

@LuellaNutella,

Make sure the customer has paid you or you are the customer yourself.

It sounds like you mistakenly used your card for the purchase, so the RM60 deducted from your bank account was the cost of the order on Shopify. Then, Printify charged you RM98 to fulfill the order, which is typical since the fulfillment cost is often higher than the sale price, especially when you include shipping and other fees.

Here's a breakdown:

1. RM60 was deducted from your account when you placed the order on Shopify using your own card.
2. RM98 was charged by Printify for fulfilling the order.

In this case, you’re effectively paying for both the customer's order and the production costs. Since the customer hasn’t actually paid you, it’s advisable to request a refund from Shopify or cancel the order. However, if the order has already gone into production, getting a refund may be more complex.

I recommend contacting Shopify support to explain the situation and see if you can get the RM60 refunded. If Printify has already started production, you might not be able to cancel that part, but you should reach out to them as well for further assistance.

If it resolves your issue, please mark my answer as a solution or if you still need assistance, let me know. Thank you.

[Imogen]

Hi there, @LuellaNutella! Thank you for taking the time to reach out to the Shopify Community Forums with your order situation here! My name is Imogen. It's good to meet you!

What you described in your post sounds like expected behaviour for this sort of workflow. When using a print on demand service things will typically flow like this:

• Customer comes to your store and adds product to their cart to place an order
• Customer pays for the order (so the products you had hosted on your store) for the price you assigned those products + shipping
• You then provide the order information to Printify and you pay for it's production, packaging and shipping
• The printer then sends the products to your customer

In the situation you outlined above, you've experienced two charges because this customer appears to have used your card, as per your information. This means that your card paid to purchase the items from your store, and then you paid for the production, packaging and shipping of this order via your card as well, which is expected.

The only oddity with this situation is that this customer used your card. Are you the customer is this example? Were you trying to place a test order to have a better understanding of how fulfilling orders would happen for your business?