Understanding and resolving double charges on your Shopify bills

On this page, you'll find how to handle double charges, including explanations of what they mean, their common causes, and detailed guidance on how to resolve and prevent them effectively.

What is a double charge?

A double charge is when two identical or almost identical charges are processed for a single transaction on your account. This results in your account being debited twice for what should have been a single expense.

Shopify's subscription fee policy is that subscription fees are non-refundable. This policy is in accordance with the Shopify Terms of Service. You're encouraged to carefully review and manage your subscription choices to prevent unwanted charges. If you suspect an error in your subscription charge, then you can reach out to Shopify Support for help.

Common reasons for double charges

The following are some typical reasons why a double charge might occur:

Multiple accounts: You might have more than one active Shopify account causing duplicate charges.
Billing errors: Occasionally, glitches in the payment processing system can result in unintended charges.
User errors: Errors such as submitting a payment more than a single time.
Billing cycle confusions: Misunderstandings about your billing cycle can also display as double charges.

Learn more about unknown charges.

Resolve a double charge

Verify the charge: Check your account statements to confirm if a double charge has occurred.
Review your accounts: Ensure that no multiple accounts are accidentally active under your name.
Contact Shopify Support: If you can't resolve the issue, then contact Shopify Support with details of the charge for assistance.

If you're having trouble with double charges, then it might be due to some common issues.

Unable to locate account statements

From your Shopify admin, go to Settings > Billing.
Under Past Bills, select the bill you want to review for detailed information.

Charged twice for the same account

Review and manage your active subscriptions by completing the following steps:

From your Shopify admin, go to Settings > Billing.
In the Subscriptions section, click View all subscriptions.
Manage or cancel any duplicate subscriptions.
Optional: Deactivate one of your stores to prevent future charges.