We just got an outrageous fee charge on an erroneous order on Shopify that was placed on Meta Instagram Shops. The order was for 1 product with a $55,99 price and the shipping cost of $11,111.00 Based on that amount Shopify charged us $464.
However the customer in less than 24 hours cancelled the order and Meta refunded 100% of the money. But Shopify charged us the fee of $464 on an abnormal erroneous order. Incredible. The item weights 3lbs. How can both platforms calculare or approve a such an inmense amount of shipping? Plus in our settings we have Free shipping in USA. It is clearly Shopify error.
And since we never received the funds, Shopify went into our Bank account and pulled the funds.
I contacted support and they say that their fee policy is to charge the fee and it does not matter if the order was cancelled by the customer on Meta.
What do your suggest me to do?