How can I contact customer support for a refund?

Payments + Shipping & Fulfilment

Topic summary

Main issue: How to request a refund and contact support without a phone number or email.

Key guidance:

  • Shopify currently does not provide a support phone number or email. Users must create a support request via the Help Center link and follow the virtual assistant prompts to reach live chat.
  • Refunds are not guaranteed. Per Terms of Service (Section 5, point 10), Shopify does not offer refunds, though support can review individual cases.

Actions provided:

  • Create a support request using the provided links and explain the situation in detail.
  • Use the virtual Help Center assistant to access live chat for further assistance.

Additional update:

  • Another user reported being charged for over 8 months on an inactive account; they were also directed to submit a support request for review.

Status and outcomes:

  • No refunds were issued within the thread. Resolution depends on support’s case-by-case review after a request is submitted.
  • One follow-up question from support asked why the user plans to discontinue their store; no response recorded.
Summarized with AI on January 6. AI used: gpt-5.
1

What is your support number, email

1 Like
2

Hey, @Shadman1!

Thanks for getting in touch with us here.

To request a refund, you can contact our support team directly and explain your situation by creating a support request. They may be able to assist you with a refund and provide any additional information you may need, however please note as per our Terms of Service, section 5, point 10. Shopify does not offer refunds, so this is not guaranteed.

We currently do not have a support number or email to provide however you can create a support request at this link here. Please follow the prompts given by the virtual Help Center assistant in order to access our live chat support. Thanks so much!

Is there any particular reason as to why you wish to no longer continue with your store?

3

I need to get a refund, I have an account inactive for over 8 months I’ve been charged on.

4

Hey, @DH4 !

Thanks for reaching out on this thread.

In order to discuss a refund you would need to create a support request here. Our support team can look at your request in further detail then!

Thanks!