Shopify took 350 from me

Store Feedback
1

Hi! So recently I created a website to sell shoes and when I went to test it for myself by buying a pair of shoes and then later refunded it, it gave me back the $350 that I paid and then took it again! I am in desperate need of that money and there is no way for me to contact a direct member to assist me. It truly baffles me how the app can just take that money with no explanation.

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2

Hi there,

It sounds like what happened is that your payment processor (Stripe, PayPal, Shopify Payments, etc.) refunded the $350, but then the original charge was still pending/authorized on your bank account. In most cases, this is not Shopify “taking” money — it’s just how banks show refunds and authorizations before they fully settle.

I recommend:

  • Check the transaction status directly with your payment provider (e.g. Stripe, PayPal, Shopify Payments).

  • Contact your bank — usually the pending charge will drop off in a few business days after the refund posts.

  • If you used Shopify Payments, you can reach Shopify Support 24/7 here: https://help.shopify.com

It’s frustrating, but in almost all cases the money isn’t gone — it’s just “stuck” until your bank finishes processing.

Best regards,

Sinh Developer, from Tipo

1 Like
3

Thanks for the reply! In the app it is showing that my sales are in the negative although I only refunded the one order I made. Is the solution to this problem still the same?

4

That’s normal behavior — when you refund an order, Shopify subtracts that sale from your totals, which can make it look like “negative sales” if you don’t have other completed orders yet. It doesn’t mean money is being taken again, it’s just how the reports balance sales vs refunds.

Once you start getting more actual sales, the numbers will even out. :+1:

Best regards,

Sinh Developer, from Tipo

1 Like
5

Wait for all transactions to clear, then see where the money is. If it truly just disappeared, then you can take action and contact the payment processor and bank. In the future if you want to test a pruchase/refund, try with a much smaller amount. 5 bucks is plenty. Plus Shopify charges a % of the trasaction, so the less the better for testing purposes.