I’m a little concerned, as I purchased a shopify theme (money left my account) over a week ago and it’s still showing as a trial. I was advised to purchase again to push the theme through and told the second payment would not leave my bank account as it had already been purchased, alas, the money left my account and also awaiting a refund, and the theme is still showing as a trial.
Has anyone else received similar issues? How long does Shopify usually take to rectify issues like this? They are great on live chat, but over a week for a fix seems to be worrying.
I am sorry to hear that your theme is still stuck in trial mode, that is definitely frustrating, and I’m sure you would like to get to working on your theme as soon as possible. It has come to our attention that sometimes a successfully purchased theme will get stuck in the Theme Trial once the initial purchase is completed. Usually, once purchased again this pushes the theme through successfully, however in your case you have ended up with a duplicate charge.
You have taken the correct steps on opening up a support request with our live support. Our billing team will need to take a closer look at this for you and push through your refund along with making the theme usable. While we’re not able to provide account-specific support via the Shopify Community at this time, please wait for an update on your support request. I cannot give a lead time for when you will hear back, but it can take anywhere from 24 to 72 hours in some cases for a response, depending on volume. The queue is ordered chronologically and by priority, and they are aware of how important this is. Hold tight and keep an eye out for any emails in the meantime.
I noticed you are new here, is this your first store? What kind of products will you be selling?
Thanks for your response. Yes, I am new to Shopify and coming from Squarespace where I have an existing eccomerce site.
I’ve heard lots of good reviews regarding Shopify, therefore slightly disappointed It’s now been 7 working days to hear a response regarding the theme being stuck (not the 24 - 72 hours you quote below). Hopefully I don’t have to wait this long for the double payment refund, and that you are just extremely busy at the moment and this won’t become to norm if there is an issue.
That is completely understandable, and I wanted to let you know that that specific team is experiencing quite a high volume of queries at the moment, however they will get to you as soon as they can. I appreciate your patience in the meantime.
How did you find the migration from Squarespace to Shopify, have you fully completed it? If you need any advice on this, I am more than happy to help with that too! In the meantime, you can have a read of this great blog here on one merchant’s story on migrating from Etsy to Shopify, I hope you enjoy!