NO ACCESS TO LIVE CUSTOMER SUPPORT SINCE NOVEMBER 2022: I cannot access customer support to answer any question; my store is active, I paid for full year but is NO CUSTOMER SUPPORT for me.Every time I try a live support option vial email or live chat the systems asked me to sign in AGAIN ; so it sends me back to sign in the active store that I WAS ALREADY SIGNED IN!!; I do sign in for the 3rd time and it happens over and over again. Very frustrating. Shopify blocked my access to help. EXPLANATION REGARDING PRACTICE OF DEDUCTING REFUNDS FROM THE AMOUNT CHARGED FOR SOLD PRODUCTS: I have question regarding the REFUNDS that Shopify takes off from the amount charged for my products sold. I understand Shopify fees are deducted but I DO NOT UNDERSTAND THE REFUNDS SHOPIFY DEDUCTS with each sell. Can someone explain? It is very frustrating to deal with Shopify. So there are 2 problems.
Topic summary
Main issues raised:
- No access to live customer support since Nov 2022 due to a login loop (prompted to sign in repeatedly despite already being signed in). Store is active and annual plan paid.
- Confusion over “refunds” being deducted from the amount charged for sold products. Fees are understood, but not why additional refund deductions appear with each sale.
Latest update/action provided:
- A community member shared a workaround to reach support:
- Go to the Shopify Help link (help.shopify.com/en/questions) and log in.
- Navigate to “Starting Store.”
- Scroll down to access contact options for Shopify Support.
- Screenshots were included to illustrate the steps (images are central to following the path).
Status/outcome:
- Partial progress: a path to contact support was provided.
- No explanation was given yet for the refund deductions from payouts.
Open questions:
- Cause and fix for the recurring login loop blocking live support.
- Clarification of what the “refund” deductions represent (e.g., customer refunds vs. other adjustments) and how they are calculated. The thread remains unresolved.
1 Like
Hi @dga25
I understand your frustration. That is why I created this steps below.
Just follow the steps below.
-
Click this link, Contact Shopify Support, and log in to your store.
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You should be routed to the page like the image below.
- Then select Starting Store. This will open another page like below.
- Scroll down and you should see the options to contact Shopify Support.
