Bank Account Issue/Payouts

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Hello! I need help! I had a fraud issue and canceled the order but the payout still went through to an old bank account. Now Shopify is trying to get a refund from this old closed account but why did the transaction hit when I already canceled it?. I should not have to pay for that mistake.


I want to resubmit my new bank account info but am worried Shopify will try to withdraw that fraud cancel/order funds from it. 

What should I do? Is there a customer number or is that deleted?

Replies 3 (3)

Shopify Staff
2752 199 386

Hi there @toshefashions22!


Thanks for reaching out here in the Shopify Community to share your concern.


I'm sorry to hear you're feeling frustrated with this and would like to see what we can do to support you.


In order to check this out with you, we would just need to have you reach out via our Help Centre here, where we'll be able to access and discuss your account with you securely.


There we can take a look at the order in question, which account it was sent to and what we might be able to do to help out in the situation.


I look forward to getting this checked out with you in more depth!

Don | Social Care @ Shopify 
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Shopify Expert
1823 56 280

Hello @toshefashions22 


Is this dropshipping order? 

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