- Short answer
- Contact Shopify Support to review an incorrect or duplicate charge on your Shopify bill; third-party app charges go to the app developer.
- Who can file
- The store owner, or a staff member with billing permissions.
- On your bank statement
- SHOPIFY * followed by the 9-digit bill number.
- What Support can decide
- A refund or a credit; neither is guaranteed.
- Pending third-party app charge
- Ask the app developer for a credit before the invoice is paid.
- After a Get support request
- Shopify contacts you after 3 days; if the developer hasn't helped, Shopify contacts them on your behalf.
Find the charge on your Shopify bill
Who reviews a charge depends on what was charged:
- Open Past bills in Settings > Billing and compare the
SHOPIFY * <9-digit bill number>on your bank statement with your bills. - A Shopify line (plan, fees) that's wrong or doubled: take it to Support (next section). An app line item means a third-party app charge: see the app section.
- No match? It may be another store you own: Forgot Your Store? finds it; log in and cancel that account.
- Still nothing? Contact Shopify Support with the 9-digit bill number and a screenshot of the charge.
- Settings
- Billing
- Past bills
If a charge is fraudulent and wasn't made by you or anyone with access to your accounts, also contact your bank or credit card provider directly.
What does Shopify Support need to review a charge?
Only the store owner or a staff member with billing permissions can ask Shopify Support for a refund review. For a charge on one of your bills, include:
- the invoice number and date
- a brief explanation, such as a billing error or duplicate charge
- your store URL and account email
- for an incorrect or unauthorized charge, the details Shopify lists for your payment method
A Support Advisor decides whether a refund or credit is appropriate; neither is guaranteed.
Raise a proven error immediately: Shopify's refund policy (read October 14, 2026) sets refund-review windows for cancellations and refund requests, but doesn't name one for an incorrect charge.
How do you dispute a third-party app charge?
Shopify can't refund third-party app charges: the developer decides.
- Find the charge on your bill, or under View current charges if it's still pending.
- Use the app's Get support option in Settings > Apps to send the charge amount and date from your bill and your reason; if the app isn't listed, use its App Store listing.
- Pending: ask for a credit, which removes it before payment. Paid: ask for a refund.
- Shopify contacts you 3 days after a Get support request; if the developer hasn't helped, Shopify contacts them on your behalf.
- Settings
- Billing
- View current charges
- Shopify Trial Billing Traps: What Gets Charged, When
- What happens to pending app charges when you deactivate a Shopify store?
- Are one-time Shopify app charges billed separately from your subscription?
- Shopify Billing Plans: Cycles, Invoices & Plan Switching
- Does Shopify refund transaction fees on a cancelled order?
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