Contact Shopify Customer Service

Start by contacting the store where you placed the order. Share your order number and payment confirmation, and request delivery information or a refund. If the merchant does not respond, check your payment provider's dispute process and Shopify's official reporting options.

The individual merchant is responsible for ensuring that the product matches its listing. Contact the seller with photographs of the item and the original advertisement. Request a return or refund and retain the correspondence if the seller refuses to address the difference.

Check your bank statement for the complete transaction description and amount. The charge may relate to a subscription, an account using your payment details or an unauthorised transaction. Contact Shopify through its billing assistance process and ask your bank to investigate suspicious payments.

Shopify Payments may place payouts on hold while reviewing an account or assessing financial risk. Check the notification sent to your registered email and follow the verification or appeal instructions. Ask Shopify for the reason, applicable hold period and requirements for releasing eligible funds.

Send a written request using the contact details provided by the store. Give the merchant a reasonable opportunity to respond and keep copies of your messages. If the order remains unresolved, contact your card issuer or payment provider about available dispute options.

Review your Shopify invoices and check whether you operate multiple stores or have separate app subscriptions. A third-party application may also generate a separate charge. If the invoices show duplicate billing for the same service, contact Shopify with both transaction references and request a billing review.

Closing a store does not automatically entitle you to a subscription refund. Shopify generally treats plan fees as non-refundable, although certain billing errors and requests within specified time windows can be reviewed. Submit the invoice details and cancellation confirmation to Shopify Support.

If you receive unexpected account messages, avoid clicking unfamiliar links. Contact Shopify through its official support channels and report the unauthorised use of your email address. If you suspect your email account has also been compromised, change its password and enable two-factor authentication.