This is the third time we got charged by Shopify on a refund.
And this time is SPECIAL, as we were totally misguided by Shopify CS.
We received an order with high fraud risk few weeks ago, and learning from past experience, Shopify would simply charge me regardless if I proceed with this order at all, I reached out to Shopify Customer Service Arvien and got repeatedly assumed that I would not get charged on the refund (attached images of transcript). So on Arvien’s reassurances, I went ahead to refund and cancel the order. A week after, while checking the bills, I learnt that Shopify still charges fees on the refund above. Despite other CS confirmed that I was misguided, I would not get refunded and there would be no other form of compensation be made.
So that’s it guys and gals. Be very careful when taking advise from Shopify CS as they can go back on their own words and does not give a cr*p if you are ill-advised. The charge is not a lot TBH but the way Shopify does business is simply despicable and I have lost all my trust. Weighting this and the increasing monthly subscription, we are out and looking for other platform (feel free to suggest any, e.g Big Commerce, WIX). We know we are small and won’t be a blip on Shopify’s customer’s pool, but the risk is simply too huge. If one high fraud risk customer comes by and place order of great sum, imagine the loss we will be bearing. And despite multiple queries to the CS, the best advise was to view it as business risk. Well, this is just the kind of risk I can’t afford and Shopify does not have a solution to that. So after short 3 years with Shopify, I am moving out.
Good luck to those who choose to stay with Shopify.
