$7,860 Shop Campaign Credit Given Instead of Cash Refund 83 Orders on Hold

Payments + Shipping & Fulfilment
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Topic summary

A merchant received 83 orders within one hour on April 24, 2025, through a Shop Campaign but never received the corresponding payout. Four days later, $8,780.83 was debited from their account without clear explanation.

Refund Dispute:

  • Support initially offered $4,860 as Shop Campaign credit
  • Amount later changed to $7,860 in Shop Campaign credit
  • Merchant explicitly refuses credit and demands cash payout to their account

Current Status:

  • All 83 orders remain on hold and unfulfilled
  • Three support tickets opened (#57066583, #57068165, #57121008)
  • Merchant reports impact on store operations and customer trust

Resolution Sought:
Full refund amount deposited as actual payout funds, not promotional credits. The issue remains unresolved and the merchant is awaiting Shopify’s response.

Summarized with AI on October 28. AI used: claude-sonnet-4-5-20250929.
1

Hello Shopify Support Team,

On April 24, 2025 I received 83 orders within just 1 hour through a Shop Campaign.

However, I have not received the corresponding payout for these orders.

Later, on April 28, 2025, an amount of $8,780.83 was debited from my payouts without any proper explanation.

When I contacted support I was first told that $4,860.00 was refunded as Shop Campaign credit.

After further follow-up, this amount was changed to $7,860.00 Shop Campaign credit but I do not want this refunded as Shop Cash or ad credit.

I respectfully request that the full amount be credited to my payout account as online cash.

Here are my support ticket numbers for reference:

  • #57066583

  • #57068165

  • #57121008

Currently all 83 orders are on hold and will not be fulfilled until the payment issue is resolved.

This is affecting my store operations and customer trust.

I kindly urge the Shopify team to resolve this as soon as possible and release the full refund amount as payout not Shop Cash or ad credit.

Thank you for your attention.

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