Shopify showing negative shipping charges

Payments + Shipping & Fulfilment
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Topic summary

A merchant is experiencing an issue where Shopify displays negative shipping charges on their account for select orders each month. Despite customers paying for shipping, those amounts are being deducted from the merchant’s account rather than paid out.

Current Status:

  • Issue reported to Shopify support 2 weeks ago
  • Multiple chat support advisors have promised escalation to “the correct team”
  • No actual response or resolution received yet

Seeking Help:

  • Looking for others who’ve experienced similar negative shipping charge problems
  • Requesting direct contact methods to reach Shopify’s Finance Team
  • Expressing frustration with lack of progress through standard support channels
Summarized with AI on October 31. AI used: claude-sonnet-4-5-20250929.
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Really hoping someone can help! Shopify has been showing negative shipping charges on my account, even though the Customer has paid and their shipping payment has been collected. On a handful of orders every month, my shipping report shows negative shipping. Meaning the shipping amount was collected from my Customer, then deducted from my account instead of being paid out.

I first got in touch with Shopify support 2 weeks ago and have been assured every other day since then by various support advisors over chat that ‘the correct team will get in touch with you sooner than you think.’ It’s been 2 weeks with no response.

Has anyone had a similar issue and does anyone know ANY way to reach the Finance Team? I’m super frustrated with not being able to reach anyone on this matter. Thank you for any help anyone can provide!

Kelly