I’ve discovered multiple payments going to Shopify (since 2021) that I have no invoices for. I have invoices for my own store, located within the platform, but for all the other extra invoices I’ve paid, I have no paperwork. I’ve raised this with Shopify weeks ago, provided them with all the details and invoice dates but they are refusing to give me the actual invoices for these extra payments. No matter how much information I give them, they are insisting on a bank statement that shows the full 9 digit invoice numbers, which the bank can’t provide. I can get the invoice numbers verbally from the bank but they won’t accept them. I seriously can’t get any help from them, just the same request for something I can’t provide. I asked for their complaints procedure and was given a legal email address and that’s it - no customer charter or complainst procedure documents. How do I resolve this?
It sounds like you potentially created a second store by mistake, which is causing these invoices. Unfortunately, without account authentication, we require proof of the invoice to remove your card from the account in question.
One option is to head to our Account Recovery page and input your email address. You will then be emailed a list of any Shopify accounts associated with that email. You could then try to gain access to the account in question, which would then remove the need for proof of the invoice.
However, if you are unable to do the above, you will need to contact your bank again to request the invoice. The invoice number should be listed in your credit card statement. If it is not, it’s possible it is not a Shopify invoice and instead is an invoice masquerading as Shopify.
No, have no other store.
And apparently shopify don’t have a complaints procedure or customer
charter so it’s impossible to make an official complaint.
Did you verify there are no other accounts by checking via the link provided? It’s worth checking to see if an additional account was created by mistake.
If you would like to file a complaint the best option would be to contact your local governing official to learn how your region accepts consumer complaints.
So, Shopify have still refused to give any explanation as to how my card has been charged twice (sometimes 3 times) per month for a subscription. These amounts have been deducted from my account as far back as 2021. They have offered $200 dollars “as a good will gesture”. I have sought legal advise and it is going to the Consumer Small Claims Court as well as the Financial Ombudsman. They made no attempt to apologise or sort it out and refused to send me their complaints procedure (which they are legally obliged to do). Can’t wait to switch to another service.
So far, I have been overcharged €900 by shopify, who have closed the query without providing any explanation or resolution, asides from repaying €194 as a “gesture of goodwill”. Very very poor customer service and they may be liable legally
I agree, this is definitely stressful, and frustrating.
Unfortunately, as silly as it sounds if your card is on an account, we are legally bound to not provide invoices for accounts you cannot be authorized on, and can only remove the credit card once the charges are proven.
While we would have no insight into how your credit card was added to an account, if you are confident that it was not you, then this would be a case of fraud. In that case, you will want to reach out to your bank to report the fraudulent charges. Your bank will be able to obtain the necessary information to determine the location of the user who registered the card to verify the fraud and return your funds.
Unfortunately the payment requests came from Shopify - the bank confirmed
this so the issue is within shopify and includes a data protection breach
and a GDPR breach - so I have been advised.
That would be correct. The invoices would come from us, as that’s the service that was signed up for. However, a user input the credit card information into our system, and our system only logs the IP address of that user. If this is a case of fraud, you need to contact your bank and the local authorities who will be able to obtain the requested information.
We can absolutely provide that information to the authorities. However, we can’t legally provide that information to private citizens. If you believe this is a case of fraud please cancel your credit card and contact your local authorities.
I don’t think it’s fraud. If it was fraud, shopify wouldn’t be refunding me
for the last few months over charges. I think shopify made an error that
they don’t want to admit to. Yes, the authorities will be contacting
shopify about a number of things - data protection, GDPR and a number of
pieces of legislation. So it will get sorted out but not with any help from
shopify unfortunately.