I cancelled an order however Shop Pay processed an authorization afterwards and the fund are being held until May 17th the customer is upset and thought I ran the card again after cancellation however it looks like shopify did this one their own. Please release the funds sooner if possible. My store Rimankbeauty.com order 1311.
Topic summary
Main issue: A merchant canceled an order, but a subsequent Shop Pay authorization appeared, placing funds on hold until May 17. The customer believes their card was charged again post-cancellation.
Key clarifications:
- Shop Pay is an accelerated checkout (like Apple Pay/Google Pay), not the payment processor.
- The observed amount is likely an authorization hold by the customer’s bank, which typically drops off shortly.
Actions/next steps:
- Customer should contact their bank to confirm the nature and timeline of the hold’s release.
- If there is evidence of an actual second charge (not just an authorization), the merchant should contact Shopify’s Live Support via the provided link for direct investigation.
Status:
- No manual fund release was performed by Shopify via the forum.
- Resolution pending: bank confirmation of the hold’s release or Shopify support review if a duplicate charge is confirmed.
Notes:
- No images or attachments are central to the discussion.
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Shop Pay is an accelerated payment method, much like Apple Pay or Google Pay, but it is not the payment processor. This hold is very typical of banking institutions and is typically removed shortly after. We are unable to offer order support, so it is recommended that the customer consult with their bank directly for clarification.
If a double charge was in fact processed, then please connect with our Live Team directly.