My shopify expert has agreed to provide a refund but s/he has not provided the refund. How do I get the refund? The agree to refund quote can be seen in our messages in shopify experts. please provide some guidance on this - tia
Hi there, @mrmhendrix . Thanks for reaching out to the Community today with your Experts Refund question. Iâm happy to discuss the situation here.
I have a few questions Iâd like to ask you before diving in to some more details. Please answer the following questions in a reply to this thread:
- How did you hire this Expert?
- How were you invoiced by this Expert? How did you pay this Expert?
- How are you & the Expert primarily communicating?
- Are you looking for a total refund? Partial Refund?
- Have you been in contact with the Expert in regards to this refund beyond what is shown in your screenshot?
Iâll keep my eyes peeled for your reply!
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We did/do everything in the Shopify Experts portal. We paid 50% of our agreed fee in Shopify Experts, we message each other in Shopify Experts, I want a full refund of the payment we have made and the expert has agreed to this - weâve seen zero work/proofs, etc and itâs been more than 10 days. I have not been in contact with the expert about this beyond the screenshot I included.
The expert is now saying, in our chat, there is no mechanism in the platform to process a refund. He says he needs my bank details and after he gets the bank details he will wire money to us. Is it true that payments can be made to experts across this platform but there is no way for them to refund us with this platform?
Hey there, @mrmhendrix .
Thanks for getting back to us as quickly as you have. Based off of the information that youâve provided, it does sound like everything has been handled from within the Experts Marketplace. You are certainly able to pay for services via the Martketplace, and that is actually recommend due to situations such as these.
Before diving into to all of my information, I have a question about some of your information. You stated that you paid for â50% of the the agreed feeâ through Shopify. Did you pay the remainder via a different platform? Or, were you planning on paying the other 50% once the job had been completed?
In situations where you, the merchant, and the Expert have agreed upon a refund, that Expert will have to reach out to our Support Team to create a refund request on your behalf. If payment for the Expertâs services was invoiced through the Marketplace, and therefore Shopifyâs system, then the Expert will have no need for your banking details, as they can contact us to begin the refund process.
My recommendation here would be to have the Expert reach out to Partner Support using this link, (https://bit.ly/3gnzYnS), to begin the refund process. By the sounds of your conversation, the Expert may not recognize that this is something that they can do, so you can explain to them that you spoke to someone over in the Community and were advised to make that suggestion to them.
If you end up experiencing difficulties with procuring the refund from the Expert, you can also reach out to our Support Team yourself using this link, (https://bit.ly/3c5icUc), and explain the situation. I only advise doing this if the Expert is expressing an inability to speak to our Support Team and begin the process.
The only thing that compromises the above information is if the payment was collected and processed outside of Shopify. If this is the case, Shopify has no way of supporting refund requests for transaction outside of our platform. Itâs in situations like these where the Expert may as you for banking information to provide you the requested refund.
Let me know if you have any additional questions regarding this provided information!
We were planning on paying the other 50% once the job was completed.
This is becoming quite frustrating. How long do you suspect it will take for me to receive my refund?
Sounds good!
So yeah, in that case, all of my above information is exactly the process that youâll want to describe to the Expert. Iâll define it a bit more simply below:
- Have the Expert contact our Support Team via the link I asked you to provided them
- Expert will then begin the Refund Process with our Team on your behalf
If Expert expresses difficulty, or the inability, to begin the process:
- You will want to reach out to our Support Team via the link I provided for your use
- Explain the situation to the Advisor you connect with, and explain the Expert doesnât seem to be able to begin the refund process
- Our Advisor will escalate to our Governance Team to help begin the refund
Let me know if you have any additional questions!
Hi again, @mrmhendrix ! Youâre very quick with your replies (which is awesome!) so our thread may begin looking a little out of sync. No worries, though!
Weâre unable to provide time-frames on how long a refund may take to reach you here in the Community, especially since the Expert is the person that must begin the refund process with us by contacting our Support Team. This is why itâs important to have clear, professional communications with the Expert, as youâll want to be able to speak to them about your refund request when you have questions.
If you like, you can reach out to our Advisors via the link I provided to you for your use in my previous reply, and inquire with them about a potential time-frame. I wouldnât do this until the Expert has let you know the refund process has been started, however. Those Advisors are able to authenticate your account, and your ownership of it, and can then can provided you with more account specific information regarding the refund.
I still have not received my refund
Iâve not received a refund and this link you shared: âyourself using this link, (https://bit.ly/3c5icUc**), and explain the situationâ takes me to a standard page that simply restarts the nightmare of trying to get some help on this. It doesnât seem right that I canât get a refund for work that was never started, completed, etc.
Hey again, @mrmhendrix .
I appreciate you following up with me and letting you know that you still havenât received your refund.
If the payment your provided to the Expert was invoiced using Shopifyâs system, then the Expert can reach out to our Support Team to initiate the refund for you. If both you, and the Expert, agree on the refund, then the process can be completed when they reach out to us to initiate it.
If your hired Expert has not yet done these steps, then this is when you would reach out to us, using the link I provided you, to share the situation with our Live Team so they can assist you with the refund process. When you click the link I provided, you will login to your account, type a question into the search bar that appears, and then scroll down to the bottom of the page and click on the green âContact Usâ button that appears there.
Shopify is absolutely able to help you get your refund for your spent money, as long as the payment was invoiced through our system. If youâre still communicating with the Expert, please share with them the instructions Iâve outlined in my post that they need to take in order to begin the refund process. If they are currently not communicating with you, then you would want to reach out to us directly regarding the refund.
weâve already been through all of this. We did EVERYTHING THROUGH SHOPIFY - payment, hiring, etc.
I provided the merchant the link - he says heâs asked his boss to refund us but nothing is happening - I need shopify to jump in here and help me
Hello again, @mrmhendrix . I appreciate you sharing the additional context of the Expert asking their boss to begin the refund process.
I apologize if you find my sharing of information to be redundant. I assure you that I am trying to assist you with this refund situation, and much of that involves sharing with you the information on how to properly address this refund situation with our team.
Shopify is unable to authenticate, or look into account specific details, through the Community Forums. As such, in order for Shopify to jump in and help you get this refund, you will need to follow the steps I outlined in my most recent post to contact our Support Team. Iâll provide them here for you again:
- Click the link I provided you in my previous reply (https://bit.ly/3c5icUc)
- Login to your account
- Type a question (so the subject of why youâre reaching out) into the search bar that appears
- Scroll down to the bottom of the page and click the âContact Usâ Button to connect with a Live Support Advisor. They will be able to authenticate your account, view the transaction, and help initiate the refund process for you if the Expert is taking too long.
You do have the option here of following up with the Expert and see how theyâre refund request is going on their end. If the person you were speaking to spoke to their boss about the refund, I expect that theyâve reached out, or are planning to. However, if you feel that the Expert isnât handling the refund request as they should, that is when you will want to use the above steps to follow up with us.
Hopefully this information clears things up!
Hi, I read the thread and sounds like my experience. No help from Shopify. It like they have a template they use to reply about refund and put the pressure on you the merchant when the expert has Shopify in front of there name. I have asked repeatedly for refund. And of course that support team is definitely there to support the so called expert not the merchant. Itâs pathetic. Public need to know that they hire an expert at their own risk. They present this âit out of our handâ approach while asking you, the ne the n dispute to resolve the problem. Mine started July 1st and here it is October 13, 2022 on a project that agreement says 5 weeks. And they took me through everything you are going through. Moral of storyâŚif you are dishonest and want to make easy money, become a Shopify expert. You can make a good living just taking projects, not completing or doing them and walk away with a bag. Did you ever get you money back? I would be surprised. I think the strategy is to exhaust you so much with repeated statement and putting responsibility on you, that you give up.
Hi, I read the thread and sounds like my experience. No help from Shopify. It like they have a template they use to reply about refund and put the pressure on you the merchant when the expert has Shopify in front of there name. I have asked repeatedly for refund. And of course that support team is definitely there to support the so called expert not the merchant. Itâs pathetic. Public need to know that they hire an expert at their own risk. They present this âit out of our handâ approach while asking you, the ne the n dispute to resolve the problem. Mine started July 1st and here it is October 13, 2022 on a project that agreement says 5 weeks. And they took me through everything you are going through. Moral of storyâŚif you are dishonest and want to make easy money, become a Shopify expert. You can make a good living just taking projects, not completing or doing them and walk away with a bag. Did you ever get you money back? I would be surprised. I think the strategy is to exhaust you so much with repeated statement and putting responsibility on you, that you give up.
Hi there, @samangel . Thank you for joining in on the thread.
First, Iâm sorry to hear that youâre experienced something similar to our OP. Shopify expects a lot from our Partners, and that includes being available and accessible for information and refunds. It saddens me to know that you folks have had the trouble youâve had with some of the Experts in our Marketplace. These Experts are third party individuals that may be taking on numerous different tasks and jobs at a time, but itâs their responsibility to make sure theyâre accountable to anyone that they transact with, and Iâm sorry that your experience has resulted in the opposite.
When it comes to the role that Shopify plays with helping with refunds, we can assist with refund situations when all of the transactions that have taken place have occurred within the Expert Marketplace. Any exchanges of funds happening outside of that setting are transactions weâre unable to see, and we are very limited on the amount of support we can provide for refunds at that point.
Assuming that all transactions occurred within the Marketplace, then Shopify can initiate the refund process with both parties consent to the refund. In a situation where the Expert is unresponsive, then itâs important that the merchant reaches out to our Support Team directly so we can be made aware of this. This gives us the opportunity to get in touch with all impacted parties and investigate, with a decision to be made after the fact. Assuming consent between all parties, a refund request can be completed quickly, but if one party (the Expert, for example) is unresponsive then extra time and care is required before being able to follow up.
In all situations where a refund request doesnât appear to be getting heard, or is ignored, please reach out to our Team and let us know. Iâm going to throw in some resources below to help any future folks that find this thread with next steps to take:
This information may be beyond the point of being helpful for these specific situations at this time, but I felt it important to let folks know that Shopify takes situations like this incredibly seriously, and can act to help anyone negatively impacted, as long as weâre contact.
Thank you again for jumping into the thread here, @samangel . The information provided will be sure to help those who may find themselves in similar situations in the future.
Hello Imogen,
I need help to get the refund from unscribes , The invoice only today, Thank you
Hi there, @nguyennga76 . Thank you for taking the the time to follow up on this older thread about Shopify Expert refunds. Itâs good to meet you!
Iâm just looking to collect a bit more context from you in relation to your question. Are you looking for assistance with a refund involving a Shopify Expert? Or, are you seeking assistance with a refund for something different, like your store subscription?
Feel free to follow up with me here and let me know!