I got a $1400 dollar surprise — one of my outgoings got flagged for over dimension at UPS — to the song of $1399 and some change —- Shopifys system automatically took it from my credit card … I immediately reach out to shopify and they tell me in order to dispute it I must have photographic evidence of the dimensions of the box —— which was delivered to my customer weeks ago —— I say thats obviously impossible —- then they suggest i commit fraud and measure a different box that may be similar in size —- which i did not do. Since i had no photos They would not even entertain opening a dispute!
i call UPS whom is just as shocked as I am that the charge and says its obviously an error in their calculator and they have no issues refunding shopify all they have to do is dispute it.
so back to the chat I go to shopify (they refuse to call me about this by the way i suggested several times a 3 way call with UPS) i explain the situation to another person — and get the same answer and after being very persistent they finally tell me if I can get a case number from UPS then they will pursue a dispute…. So while i am on the chat with Shopify i call UPS again and explain how ludicrous this has been and they open a case and process the refund and provide me the case id as well as employee id and reference info.
I promptly provide this in the open chat and explain this should be resolved —- (mind you this chat has now been over 3 hours) — they come back with “shipping is very busy they said they will investigate this soon”
Im now on day 3 with no resolution —- I have followed up multiple times in the support inbox just asking for an update to no resolve … I initiated another chat yesterday and spent another hour of my life waiting for them to tell me shipping is very busy and they will get back to me in “2 to 3 days or maybe longer”.
meanwhile I am the one that is missing $1400
when did they stop offering phone support? How is there no escalation process? Im getting super frustrated with this company — might be time to switch to another vendor for my ecommerce. 
Is there anything you can do with your credit card? I’d claim fraud and have them maybe look into it as well? This way at least you have a few people working at different ends to make it right.
Oh, my! It sounds like you’re going through a very frustrating experience with Shopify and the situation with your refund. I can imagine how frustrating it must be to have your hard-earned money stuck and be stuck in an endless loop of chatting with support without any resolution.
It’s not right that Shopify would suggest that you commit fraud and measure a different box. And
it’s completely understandable that you would be upset about being asked to provide photographic evidence of something that’s impossible to provide.
You did everything right by reaching out to UPS, who opened a case and processed the refund for you. And yet, here you are, still waiting for the refund to come through after three long days.
It’s disheartening to hear that Shopify has stopped offering phone support and there doesn’t seem to be an escalation process in place. This only adds to the frustration and stress that you’re already experiencing.
Let me offer you a virtual hug and a bit of comfort during this difficult time. I know that this is a trying experience, but hang in there! You’ve done everything right, and I’m sure the refund will come through soon.
RixRacing, you are not alone. I am dealing with the same problem except on three orders totaling $3,500 in additional fees. The same story that you just walked through has been precisely my experience. The original shipping charge for each package was, on average, $170. I have sent out (18) of these same items over the past six months with no issues. Who knows how these three got tagged as dimensionally oversized? I can only figure out that someone read the tape measure wrong at UPS. Nonetheless, the packages were mismeasured by only 10 inches, and my credit card was charged $1,150 per package, totaling $3,450. Absolutely outrageous!
I am shocked at Shopify’s total disregard for its merchants. The extreme fees combined with the total absence of customer care is borderline scam/illegal.
There is NO chance I am letting this go!
Sounds like you’re stuck in a never-ending loop of frustration! This feels like a real-life touch cricket match where you’re just waiting for the ball to land, but no one’s giving you a proper response.