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.
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.