Hi Shopify Community,
I’m experiencing a serious issue related to my Shop Cash Campaign.
On April 24, 2025, I received 83 orders within 1 hour, but I never received payment for those orders.
Later, on April 28, an amount of $8,780.83 was debited from my payouts.
Now, I’ve been informed that $4,860.00 was refunded to me in the form of Shop Campaign credits due to low ROAS.
However, I want to make it very clear.
I do not want Shop Campaign credits I need this amount refunded to my actual payouts balance.
My Concerns:
- The orders were real, but I was never paid for them.
- Instead, Shopify debited my account and only offered ad credits in return.
- I am not planning to run new campaigns, so ad credits are useless for me.
- I need a direct cash refund, credited to my Shopify Payments payout, not marketing credit.
Request:
- Please refund the full amount to my payout account.
- Please investigate how 83 orders appeared in one hour without valid payments this seems like a system error or campaign bug.
- I have not received any valid explanation from the support team for the last 3 days.
Ticket Numbers:
- 57121008
- 57066583
- 57068165
Timeline of Delay:
- 04-29-2025: Ticket opened
- 04-30-2025: No resolution
- 05-01-2025: Still waiting — only automated replies
Please escalate and resolve this urgently. This is causing serious financial and operational concerns for my business.
Thank you,
Faiz Raees