Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I couldnt remember my password so i RESET IT BUT SHOPIFY requires a 2nd stgep verification which would be easy of it accepted my email instead itr requires a SMS TEXT WITH CODE. in which I don't have that phone number it than ask for codes which I aslo dont have.. there is nop phone numner or email to correspond with them. It goes backk in a loop requiring me to log in to a store i cant log into to speak with someone/

  

  Business Response

  Date: 08/03/2024

  Hello ******,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding your account login issue. In order to address your specific concerns, I recommend chatting in with our support team at the following URL: ********************************************************************. At the bottom of that page you will see an option to chat with us, which you can click on to be connected with our support team without being required to login. Please explain to our support, your situation and they will be able to escalate your login issue to our Account Security team. This team is specialized in helping you reset your two factor authentication when your phone number has changed.  Please let me know if you have any questions, and I will be happy to help!
  
  Thank you,
  *****

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  02/22/2024
  $224.57
  Shopify apps
  Did not use product/was cancelled.
  Charged
  Contacted Shopify stating they don't issue refunds.
  Those funds were not mine and need to be refunded.
  Services not rendered.

  

  Business Response

  Date: 08/03/2024

  Hello ******,
  
  ***** here, an Operations Lead at Shopify.
  
  Thank you for sharing your concerns regarding the applications you were billed for and I recognize your frustration. Here at Shopify we are unable to provide refunds for application charges as per our policy. Please contact the developer of the application directly and request a refund from them explaining your situation. The developers will make the decision if you are eligible for a refund and if approved, they will apply it through the system they use with us. Please let me know if you have any questions and I will be happy to help. 
  
  Thank you,
  *****

  Customer Answer

  Date: 09/03/2024

  
  
  Complaint: 21391606
  
  
  
  I am rejecting this response because: How am I to contact the app developer on a closed account. I don't have access to this account because it was closed. So, can I be provided the app developer's information in order to reach out to them for resolution?
  
  
  
  Sincerely,
  
  ****** ****
  

• Initial Complaint

  Date:07/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My bank account is being charged a $5 monthly fee for the past several months, I have tried reaching out to shopify support with no success. Shopify does not have the option to speak with a liv rep, just a virtual assistant which does not seem to understand anything

  

  Business Response

  Date: 14/03/2024

  Hello *****,

  My name is ******, a Support Lead at Shopify. 

  I can look into these charges for you. As the Better Business Bureau is a public forum, I am not able to authenticate your identity as the Store Owner, or provide any account-specific details. I have sent a private email to the account ************************* requesting further information such as the .myshopfiy.com URL for the store in question, or a Support ticket number. 

  Please keep an eye out for my email, and I look forward to working together. 

  Thank you,
  ******
  Shopify Support Lead
  

  
  

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was given notice that my payouts (over 35K+) was on hold while they awaited my email that stated my fulfillment process. I responded immediately with my process thats stated at least 10 times on the website, and all customers agree in the terms and conditions agreement. Its impossible to miss. So I sent the documents to Shopify yet my money is still on hold. I have contacted the support center and they said theyve escalated it yet it still is on hold and my monies have not been released even though I have given the requested documents and have proof my process is legit and transparent. I just want the hold released and my payouts sent back to me because its hurting my business and I am owed my payout.

  

  Business Response

  Date: 11/03/2024

  Hello Satin, 
  
  
  My name is ***** - I am a Support Lead here at Shopify.
  
  
  Thank you for reaching out to us about this issue. Due to the public nature of the BBB I am unable to discuss account details here. However, I have reached out via the email address provided with more information regarding your issue. Please respond to ticket # ******** directly if you have any other questions or concerns. 
  
  
  Thanks, 
  ***** | Shopify Support Lead

• Initial Complaint

  Date:06/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  REQUESTING FULL REFUND FOR CHARGES AS I DID NOT USE THE SUBSCRIPTION. ALTHOUGH MY ACCOUNT IS INACTIVE FOR 3 MONTHS YOU GUYS CHARGED ME WTF...

  

  Business Response

  Date: 07/03/2024

  Hi *****,

  My name is ******, I'm a Support Lead here with Shopify.I regret to hear of your issues and disappoint with Shopify, however, I wanted to confirm what's been shared with you on ticket 46099044. Please note  that the subscription had not been cancelled, and therefore subscription charges have incurred. I'd like to note that the charges will continue to happen until you cancel the subscription, and that step remains with you to action it. Any refunds you may receive will happen only when the subscription has been cancelled as well. Please head over to Shopify *********** and review the content in Managing Shopify Subscriptions for more information.
  
  Kind regards,

  Zeljka | Support Lead

• Initial Complaint

  Date:05/03/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/3/2024 I ordered a magazine subscription from ************** to be send to my five-year-old niece. On 3/2/2024 I ordered coffee for myself from ***************** WITHOUT MY KNOWLEDGE OR PERMISSION, Shopify subdivision ShopPay updated my **************** account with my five-year-old niece's name and address as the default shipping address. I only found out when my coffee was sent to the five-year-old's address. SHOPIFY COLLECTED AND RETAINED THE INFORMATION OF A CHILD FOR COMMERCIAL PURPOSES. I am trying to find out if they broke any laws by doing this. I've told both vendors that I am no longer doing business with either of them if they keep using ShopPay.

  

  Business Response

  Date: 08/03/2024

  Hi ********,

  My name is ******, I'm an Operations Lead here with Shopify. Thank you for taking the time to share your concerns with us.
  
  Your niece's address was used in the most recent order, so it was set as the default for the next order. This is not a breach of privacy or a legal issue, but rather an automated feature to simplify the checkout process. For future reference, it's crucial to ensure that the correct shipping address is selected during checkout, especially when sending gifts or ordering from different addresses. In order to remove your niece's address, please log into your ShopPay to make the changes.
  
  I hope this clarifies the matter.
  
  Kind regards,

  Zeljka | Operations Lead

  Customer Answer

  Date: 08/03/2024

  The response to my complaint ID ******** from ******************** is completely unacceptable.  Operations lead Zeljka is saying that Shopify has the right to retain personal information from my purchases at one vendor and use it for another unrelated vendor even though Shopify is not listed as a partner on either vendors website and does not notify shoppers that their information is being retained.  I made purchases from ************** and **************** NOT FROM SHOPIFY.  In neither case did I explicitly or implicitly give Shopify permission to collect, retain information and stalk me across the web and no permission was given for Shopify to retain information on the gift recipient.  Further, ****** scolds me for somehow being unhappy with this.  And she seems to think that I need to understand what to do to mitigate the damage Shopify created by forwarding my information (or in this case someone elses information who did not purchase or access the sites at either vendor).

   

  No where does Shopify explain HOW TO STOP THEM FROM RETAINING INFORMATION I DID NOT GIVE THEM PERMISSION TO RETAIN OR USE.  When I purchased the magazine subscription I did not give Shopify permission to stalk me as I made purchases across the web.  When I purchased coffee, I did not give Shopify permission to ALTER MY ACCOUNT AT DEATHWISH.  The person who received the gift subscription never visited either website and yet their information is being retained by Shopify.

   

  To recap - I ordered a magazine subscription as a gift and shipped the magazine to the gift recipient.  THEN I ordered coffee from another vendor for myself.  Shopify STOLE the contact information of the magazine gift recipient and used it to autofill the shipping information at Deathwish AND THEY BROKE INTO MY DEATHWISH ACCOUNT AND ALTERED THE PERMANENT SHIPPING INFORMATION.  They are now retaining the name and contact information of someone who has never purchased anything online.

   

  As an online purchaser I was unaware that SHOPIFY was stealing and retaining my information, or the gift recipients information, when I purchased the magazine subscription.  When I purchased the subscription, it was in the name of the magazine not SHOPIFY.  When I purchased the coffee, it was at ****************, not SHOPIFY.  No where on either vendors site is SHOPIFY listed.  SHOPIFY IS ACTING LIKE A STALKER.  Unbelievably creepy experience.

   

  It would save me time and trouble if you would let me know how to file a criminal or legal complaint against Shopify.  If you cant do that, I will find out how to do that on my own.

   

  Ive attached a PDF of the Shopify response.

   

  *******************************, *****************************************************

   

  

  Business Response

  Date: 19/03/2024

  Hello ********,

   

  Any shipping and billing information is security stored on Shopifys PCI compliant servers, and is used as outlined in our Terms of Service. These are the terms that all users must agree to in order to use Shop Pay. Please note that Shop Pay saves your email address, credit card, and shipping and billing information, eliminating the need for you to enter these details every time you make a purchase. This helps to create an accelerated checkout experience for Shop Pay users. You can save up to 10 credit cards, and ************************ your Shop Pay wallet. You can edit your shipping addresses and payment methods in the Shop app, or during checkout. 

   

  If you have any legal concerns, you can visit this link for more information: ****************************************

   

  Thank you,

  Shopify

• Initial Complaint

  Date:05/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My problems started in January of 2024 with Shopify being on a plan for $105 but receiving a bill of $148 dollars confused me I paid someone from Fiverr to build my store because Shopify won't tell anyone but it is extremely difficult to create those stores especially with the templates they offer you and everyone one else who sign up.My problem was my rent was due and Shopify took a portion of money that was for my rent now my issue was Shopify was only given permission to debit one debit card well since said debit card was linked to Paypal Shopify was able to charge every card linked to Paypal even though i me the cardholder gave no such permission Shopify broke the law and charged a different card they did Not have permission to use.So of course i asked for a refund they said no they cant i would have to deactivate a store so i had two stores at that time and i deactivated one store to receive my refund and i also downgraded monthly plans from $105 a month to $***** a month because this is my rent money so this whole process im describing is taking place over 3 to 4 days time with multiple different call center employees from the chat area Shopify makes billions a year but does not have a customer service number to deal with complaints(something very strange about that)So im dealing wit multiple different employees all telling me different things concerning my refund so i can not be homeless.So I asked for a supervisor and told my story for The 10th time and how i need my money returned and how they did not have permission to Charge that card etc. and how I will be evicted if i dont get a refund after all this Shopify lets me know that they dont care about me and my childrens living status so they said no refund will be given and i was evicted and I am now homeless thanks to Shopify.So they did say we can take the $ 100 they took from me and pay next month bill when its due and remember all these conversations are recorded by shopify so i have proof of all these things im saying I'm saving for my lawsuit if we cant resolve this here.So my last conversations in January with Shopify i got no refund but my 100 dollars was actually 84 dollars and change because they changed my plan from $105 to $***** and the remainder $84 dollars would be used to pay my new bill of ***** until its gone.Now fast forward to Feb-Mar Shopify is charging my cards everyday $148.99 ?My new bill should be ***** so after 10 failed attempts i reach out to shopify asking why are u still asking me for $148 dollars for my plan changed i was told after waiting for hours that Shopify in fact never changed anything he said he could read the previous tickets or conversations with employees that i was told that And they would try and get me a refund and close my other store we got disconnected and all other attempts to pause my current store and retrieve my now 84 dollars because they never changed anything means you still have my 100 dollars that i got evicted over you never used it to pay my bill thats why you keep trying to debit my card for 148 so i wanted to pause my store and receive my refund again they said no it must be 7 days after you deactivate a store but i did deactivate a store in jan but they still did not refund me im tired of the games shopify needs to refund me my 100 immediatey or i can use my power as a Secured Party Creditor and create a number of liens and put them on Shopify if they were smart they would give me back the money they took without my permission or end up losing 10 fold that amount.

  

  Business Response

  Date: 06/03/2024

  Hi ******,
  
  My name is ******, I'm a Support Lead here with Shopify. Thank you for taking the time to share the issue with us. As the BBB is a public platform, I'm unable to discuss any account details here, and for that reason, I have reached out to you directly on a ticket #********. Please respond to me there, and we'll be able to move things further.
   
  Kind regards,
  Zeljka | Support Lead

  Customer Answer

  Date: 02/04/2024

   
  Complaint: 21386481
  
  I am rejecting this response because:

   

  Shopify took my from my account without my permission they had permission to debit a different card somehow they got my other card and charged it without asking me after realizing this I called and explained that they were not allowed to debit that card they still refused to refund the money they took without my permission so after talking more both parties agreed when the next month billing cycle started they will credited the money they stole from me and refused to return .Well when the month changed they tried to charge my account for even more than the prior month ,well knowing they owe me why would they continue to charge my card for an amount they should be crediting know I jumped the gun a bit let me add ar the time both parties agreed to use the money the stole from me for my bill in the month coming I had my plan downgraded to ***** so the money the owed me would in fact cover the next 2 months and a portion of the 3 rd month to come till today's date of 3/29/24 Shopify has made no attempt to return the money they stole from me they have suspended my store but still owe me a balance of $88 dollars and some change they have attempted to make the recovery process extremely difficult asking me to prove things that are not needed for them to accept a payment also I only get responses from Shopify at odd hours like 3am 1:45am 4:20 am believing the chances are low I won't see it for hours they keep doing on purpose but I will not give up i will only get more anger get more people involved and ask for more money in damages I only want a refund from Shopify that's it nothing else nothing more give me my money you stole Shopify
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 03/04/2024

  Hi ******,
  
  Thank you for sharing your thoughts further! I appreciate the desire to have the matter resolved, however, we have kindly requested you to follow the authetication requirements for the safey of your account (ticket ********, several requestes), however, the authentication process has not been followed on your side. Please note that we will not, under no circumstances, proceed until the authentication requirements have been completed, and all the information is contained in ticket 46080732.

   

  Kind regards,

  Zeljka | Support Lead

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21386481
  
  I am rejecting this response because: They for the third time has made no attempts to remedy my grievance they have one week and my lawyer will file litigation against Shopify 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/03/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made an account in january with Shopify and within that month I did $503 in sales. This money is not being paid out to my Shopify balance account. Nor my external account. Ive seen in the other complaints from Shopify, I also have been manipulated by a Shopify chat representative to determine from seeking further assistance with this issue. Business is not being done correctly on their end and I would like a response from someone who can actually assist and not just have a conversation.

  

  Business Response

  Date: 04/03/2024

  Hello *******,
  
  My name is *** and Im a Support Lead at Shopify.
  
  Thank you for sending this complaint through to us. I can recognize this situation has not been ideal and I shall be reviewing your store to determine what has occurred. 
  
  Due to the public nature of the BBB I am unable to discuss account specific details. I shall email you at the email provided on this complaint with some questions to authenticate yourself and the store and once this is answered Ill be able to investigate. 
  
  Warm Regards
  
  Jef - Shopify Support Lead

• Initial Complaint

  Date:04/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello I saw an advertisement on TIK TOK about owning your own Shopify store. Well I clicked on the the site and it asked me for my debit card information because it said that it was a $1.50 fee for opening up the store there and it then took me to a third party site where it asked me for my social security number and my date of birth and so I didnt feel right to enter this information and so I didnt But NOW HERE IT IS THEY ie SHOPIFY IS TRYING TO CHARGE ME $39.00 now because according to my bank statement that I saw today it shows that my bank declined Shopifys request for a payment and that Shopify has the audacity to email me telling me that the $39.00 payment was declined THEN SHOPIFY HAS THE ***** TO SAY IN THE ***** THAT THE PAYMENT WAS DECLINED AND THAT ****THEY WILL ATTEMPT TO GET THE $39.00 PAYMENT AGAIN ON MARCH 3,2024. AND THEY DONT HAVE A RIGHT TO GET ANY MONEY FROM ME BECAUSE I DO NOT HAVE A STORE WITH THEM!! WHEN I SAW WHAT THEY HAD AS OPPOSED TO WHAT THE ADVERTISEMENT SHOWED IT AT ALL WHAT THE ADVERTISEMENT WAS AND SO I DID NOT WANT ANY PART OF IT!!!!! AND I SENT SHOPIFY A COUPLE OF *****S INFORMING THEM OF THIS AND THEY IGNORED MY *****S AND YOU CANNOT GET IN TOUCH WITH SUPPORT AT ALL. IF YOU GO TO THEIR WEBSITE ITS A JOKE BECAUSE IT TELLS YOU TO TAP ON SEARCH MY STORE AND YOU WILL GET IN TOUCH WITH AN SUPPORT ADVISOR BUT THATS NOT TRUE ITS LIKE SHOPIFY HAS CUT OFF ALL COMMUNICATIONS AND ITS IMPOSSIBLE TO REACH SOMEONE THERE. I SPENT OVER AND HOUR AND A HALF TRYING TO REACH SOMEONE ANYONE BUT TO NO AVAIL BBB I NEED YOU TO PLEASE CONTACT SHOPIFY AND LET THEM KNOW TO CANCEL MY ACCOUNT I TRIED TO BUT THE SYSTEM WOULD NOT LET ME IT KEPT TAKING ME AROUND IN CIRCLES AND HOOPS AND LOOPS. AND WHEN I LOOKED UP A PHONE NUMBER FOR CUSTOMER SUPPORT THAT PROVED TO BE EVEN MORE POINTLESS THIS IS SO NOT RIGHT WHAT THEYRE DOING HERE TO ME. ALL I WANT IS TO CANCEL MY ACCOUNT AND REFUND ANY MONEY THAT THEY HAVE TAKEN. PLEASE TELL THEM TO CANCEL ACCOUNT.

  

  Business Response

  Date: 05/03/2024

  Hello *******, 
  

  I am *****, a Support Lead here with Shopify. I am sorry to hear that you are having difficulty with closing your account. 
  

  You can contact our Support Staff directly on our chat service through our *********** at help.shopify.com. As you seem to be having difficulty reaching our support staff I have gone ahead and closed the account for you as requested. If you had added your credit card information to the account, any subscription charges taken after the trial had ended will be refunded to you directly. 
  

  I hope this helps. 
  

  Regards
  *****
  

  
  

• Initial Complaint

  Date:03/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started my store with shopify - thebestdealsforyou.com in June 2023, I paid year subscription $348 on Sep 17 ( before it I paid $1 per month/3 month as promotional rate). I chatted with agent ( when signed for store) and he promised that I can cancel subscription any time and get partual refund I didn't have any sales until end of Feb 2024 when I got just one huge order for more than $10000 which was marked as HIGH RISK FRADULENT ORDER by shopfy and it was recommended do not ship it because of high risk of chargeback. I immidiately canceled this order with explanation - "high risk fradulent order" In a few days I discovered that shopify is going to charge my bank account for $319.49 as credit card processing fee for this canceled order. I didn't have any sales with shopify except this canceled fradulent order and didn't make any *****. I asked shopify but received an answer that they don't refund credit card fee in any situation. I am complaining about this fee because I was not informed about it. Also I got about 5 emails from shopify that order is HIGH RISK FRAUD and it is recommendation to cancel it. It was nothign there that I have pay $319.49 order fee if I will cancel it. I chatted with shopify to get help to waive this fee but no result ( agent told me that it is credit card processing fee. As I know, credit card usually returns processing fee for canceled orders). I understood that I cannot afford to pay these huge fees for orders which come as fraudulent and have to be canceled. So I decided to stop my business with shopify to prevent the same situation in the future. I went to subscription and deactivated my subsciption today 3/3/2023. I am asking for partual refund to cover part of fees shopify is going to charge me for nothing. I don't see that shopify is willing to return me part of this subscription. Lets finilize - total 2 ******** - waive $319.49 fee for canceled fradulent order and return me prorated payment for canceled subscription

  

  Business Response

  Date: 07/03/2024

  Hi ****,

  My name is ******, I'm a Support Lead here with Shopify. Thank you for sharing the issue with us. When you cancel an order that has already been paid for, the credit card fees are not returned, and that'd due to the cost of placing online orders. When the order gets cancelled, the fee is still deducted.This has been expanded more on in our Canceling, archiving and deleting orders article in the Shopify ************ and it is also outlined in Shopify Payments Terms of Service (Section D6).
  
  I'd also like to outline that all of your queries going further should be directed to becfdd17-5c88-402d-bfc8-e8753074a61d.
  
  I hope this provides more insight into the matter.
  
  Kind regards,

  Zeljka | Support Lead