Shopify recently over-refunded a chargeback to a customer by $4,000. I have confirmation of this in the attached image. The guidance that I’ve received is that I need to ask the customer to send back the money, which is completely insane.
The support team has not been responsive in follow ups regarding this inquiry and the little guidance they have offered has been insulting at best.
When will Shopify compensate me for their mistake?
Hey there @jrbalbholdings this is a pretty awful situation especially considering that you have ZERO fault here. Have you gone in touch with PayPal customer support yet to see if there’s anything they can do or any conversation they can have with the Shopify team that could help?
@Bundler-Manuel , it is a pretty lonely place to be for sure. PayPal is stating that this is 100% a Shopify issue because Shopify botched the refund amount. I don’t disagree with them, since Shopify manages the chargeback process.
My next course of action is to dispute the withdrawal with my bank. Thankfully it wasn’t really tied up with any other payouts. I also have a long paper trail supporting my case, so this should be a pretty slam dunk decision. Just not sure if they will then block all future Shopify transactions. Guess I’ll find out when they open on Monday!
