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Shopify Discussion

Topic summary

A user is struggling to identify and resolve unauthorized Shopify charges appearing on their credit card statement (store number 264428383). Despite following troubleshooting steps and contacting Shopify support with the 9-digit bill number and charge image, they’ve received no resolution after a week—and a second charge has now appeared.

Key Issues:

  • Standard troubleshooting tools (“Forgot Your Store” feature) haven’t helped locate the charge source
  • Shopify support promised to investigate but hasn’t provided updates or identified the charge origin
  • The user wants to avoid disputing charges with their credit card company, as this would require canceling and reissuing the card (problematic due to other auto-pay accounts linked to it)

Current Status:
The situation remains unresolved. The user is giving Shopify another day before escalating to their credit card company to dispute the charges. Community members suggested using Shopify’s “Report a Merchant” tool and maintaining follow-up with support until clarification is received.

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

I have followed all the instructions provided on previous posts and none work or the directions are so confusing I am doing something wrong. My problem is that I received a charge on my credit card account with this store number, 264428383. I try to answer all the questions and in the end I get this message and no link associated with paragraph 3. I give them the store number and then they ask me what I am working on. When I give them that information this message will pop-up again. Very frustrating! I don’t know how people who do use Shopify get any kind of customer support.

  1. If you notice an unrecognized charge on your credit card statement labeled as SHOPIFY* followed by a 9-digit bill number, you can take the following steps to identify it:

    1. Use the Forgot Your Store Tool: If you have multiple stores, you might have a charge from another store. Use the Forgot your store? tool by entering your email to receive a list of stores associated with that email. Check each store’s bills to locate the charge 1.

    2. Check for Other Reasons: The charge might be due to:

      • A purchase from a store using Shopify Payments, shown as SP * on your statement.

      • A debit for a negative balance on your Shopify Payments account due to a refund or chargeback.

      • A Shopify Capital repayment or remittance.

      • Shared payment methods with others who might have created an account.

      • Entering your payment method into a client account 1.

    3. Contact Shopify Support: If you still can’t locate the charge, I can help connect you with a support advisor to investigate further. You’ll need the 9-digit bill number from your statement and might be required to provide an image of the charge 1.

2

Hi @BruceO ,

Just to clarify, are you a Shopify store owner or just reporting one? If so, you might want to report it or email via their Shopify’s Report a Merchant website.

3

To resolve the unrecognized charge from Shopify, first, use the “Forgot Your Store” tool with your email to check for any associated stores and their charges. If you still can’t find the charge, consider the possibilities, like a purchase from another store or a chargeback. When reaching out to Shopify support, make sure to have your 9-digit bill number ready, and you may need to provide an image of the charge for verification. Keep following up with support until you get clarity on the issue.

4

Thanks for your reply. We have done all those things. We even received an email from someone at Shopify and we sent him the 9-digit bill number and an image of the charge from our CC company. We were told tht Shopify would investigate, but unfortunately, we haven’t even received anything to tell us where the charge came from. In the meantime, we received another charge. We are trying to avoid disputing the charge since it will mean having our CC cancelled and reissued. We would really like to avoid that since we have other accounts on auto-pay and linked to the card. Since it has been a week since we exchanged emails with Shopify, we will give them another day or so and if we haven’t heard we will have to dispute the charges, In the meantime thank you for taking the time to respond.