$381 Advanced Plan Refund Still Missing After More Than 2 Months – Multiple Tickets, No Resolution

Shopify Discussion
1

Hi Shopify team and community,

I’m writing because I still have not received a $381 USD refund for an Advanced plan charge on my store, even though:

  • I cancelled within the refund-eligible window,

  • Multiple support advisors and a billing specialist confirmed that I am eligible for a full refund,

  • I was told the refund was processed on October 31 and would be back in my account no later than November 14,

  • And it has now been well over 12 days past that promised date with no funds and no meaningful response.

At this point, I feel completely stuck and I need someone to take ownership and provide a final solution.

Store and invoice details

  • Store: www.magnetaura.com

  • Original charge: $381 USD

  • Plan: Advanced Shopify plan (after the $1/month promo)

  • Invoice: Invoice 415165935 – “Shopify 415165935 Shopify.com plus -381.00 USD”*

  • Refund reference (given by support): ch_3S5pPg4Xx9yRtzqW1HqhmDgK

Ticket numbers

I have already spoken with several advisors and had multiple tickets opened / updated:

  • #61275583

  • #61356807

  • #61512588

  • #61986185

In these tickets I have repeatedly explained the same issue, shared screenshots, confirmed my identity, and followed all instructions.

What happened (summary timeline)

  1. I was on the $1/month for 3 months promotion.

  2. After that, my card was automatically charged $381 USD for the Advanced plan (invoice 415165935).

  3. As soon as I noticed the charge (within about 4–5 business days, and still within Shopify’s 7-day refund policy after billing), I went to my admin and cancelled to request a refund and move to Basic.

  4. Multiple advisors confirmed on chat that this should be refundable because the store was cancelled within the 7-day window.

  5. Later, a specialist (via billing) decided to process it as a full refund to my Visa ending in 2544, not as store credit.

  6. I was clearly told by support (Jess / billing) that:

    • The refund was processed on October 31, and

    • It should appear in my account by November 14 at the latest.

  7. Despite this, no refund has appeared on my card.

  8. I spent around 2 hours on the phone with my card issuer, who confirmed there is no incoming refund, no pending credit, and no reversal for this amount.

  9. I wrote back to the billing ticket (as instructed) but received no response, even though I was told the specialist (David) would follow up and “keep an eye on it.”

  10. In the meantime, my store has been closed / inaccessible, and I cannot properly proceed with my Basic annual plan and continue building my business.

What my bank says

My bank has confirmed:

  • There is no refund of $381 USD from Shopify,

  • No pending credit, and

  • Nothing matching the reference I was given by Shopify support.

So right now I am in the worst possible situation:

I don’t have the money, I don’t have the credit in my Shopify account, and I don’t have an active store to keep building my business.

Impact on my business

  • I have invested time and money into MagnetAura.

  • My store is currently closed, so I cannot launch properly, cannot generate revenue, and my work is on hold.

  • I have already contacted support 5+ times over about 2 months for what should have been a straightforward refund case.

  • Each time I am told to “wait a bit more” or “reply to the previous ticket”, but nothing actually changes.

This is extremely frustrating and honestly not aligned with the level of service I expected from Shopify. I want to continue with Shopify (on Basic Annual), not leave, but I also can’t ignore a missing $381 USD that was promised as a refund.

What I am asking for

I am asking for a clear, final, and immediate resolution, not another loop between support and billing.

Specifically, I need one of the following to happen now:

  1. Immediate confirmation and processing of the full $381 USD refund to my card, with verifiable proof that my bank can see and track,

    or, if for some reason that is not possible,

  2. Immediate application of a $381 USD store credit to my Shopify account plus activation of my store on the Basic Annual plan, so that I can finally move forward with my business.

At this point, I have followed every instruction given by support:

  • I cancelled within the required timeframe,

  • I provided all screenshots and proof,

  • I replied to the correct ticket,

  • I checked with my bank,

  • I waited well beyond the promised dates.

I am asking that someone from Shopify takes ownership of this case, reviews these ticket IDs, and provides a concrete, written resolution with a specific action and date, not just another general statement that it was “processed” somewhere in the system.

If any Shopify staff member needs more details (screenshots, bank statements showing no refund, etc.), I am happy to provide them again. But I really need this to be the last time I have to repeat the same story.

Thank you in advance for your help, and I hope we can finally resolve this so I can get back to building my store on Shopify.