A double charge for my monthly Shopify bill

Shopify Discussion

Topic summary

Issue: Repeated double charges for a Shopify monthly bill (55 CAD) across two debit cards.

Timeline and details:

  • Oct 25: First payment attempt with debit card #1 failed; second attempt with debit card #2 succeeded. Both cards were nevertheless charged 55 CAD.
  • November: The same bill was charged again to both cards (another double charge).

Actions taken:

  • Contacted Shopify-related support, who reported seeing only one successful transaction on their end and advised contacting the bank.
  • Contacted bank; set the mistakenly charged card to “deposit-only” (can receive funds but not allow outgoing payments) to prevent further charges.
  • Bank opened a dispute and is investigating.

Current status:

  • Refund not received yet; outcome pending the bank’s dispute process.
  • User seeks advice on alternate refund paths and whether others have experienced similar duplicate charges.

Open questions:

  • Cause of the duplicate charges across two cards despite one failure and one success.
  • Best route to secure refunds if Shopify’s records show only one charge while banks show multiple.

No attachments or images were provided.

Summarized with AI on December 12. AI used: gpt-5.
1

Hello Shopify community, I’m here to look for help, suggestions, and for a better understanding over an issue I ran into when trying to pay for my monthly bill.

Back in October 25th, I tried paying for my monthly bill of 55 CAD. I first tried paying it with the first of my 2 debit cards, and it failed. I then tried paying it with the second debit card, and it accepted the payment. Then, I went and saw my transactions on both of my cards, and the 55 CAD had been charged on both cards. Fast forward to November, I had gotten charged the same bill again on both cards. So essentially, I got charged double the amount that I was supposed to between 2 different cards, twice.

I then contacted a Shopify merchant, but they said they only saw that one transaction went through on their end, and told me to contact my bank, and so I did. After talking with them, I had decided to set the falsely charged card to be deposit-only, so that no more payments could come into it. The bank then created a dispute, and told me they’re going to look into it deeper.

I’m sorry if the story is a little confusing, if any clarification is needed, please let me know. I’m writing this mainly to look for answers or possible alternate ways to get a refund, and to see if this type of thing has occurred to anyone else.

3

Thank you so much for breaking my issue down and sharing your extensive knowledge on how Shopify operates, I’m overjoyed to hear that I’m taking the correct steps.

Thank you again, this helped very much :slight_smile:

4

You’re very welcome — I’m really glad it helped :blush:

You did the right thing by documenting everything and involving your bank early, and it sounds like the situation is now moving in the right direction. These billing edge cases can be stressful, especially when they aren’t clearly explained upfront.

If anything else comes up or you need help understanding the outcome once the investigation finishes, feel free to share an update. Wishing you a smooth and quick resolut

ion.