Resolving unknown charge issues on your Shopify bills

On this page, you can learn to verify charges through your billing details, use the Forgot Your Store? tool for checking multiple accounts, explore various reasons for unexpected charges, and know when and how to contact Shopify Support for further assistance with billing inquiries.

Overview of billing and charge notifications

Bills are emailed to the store owner and any staff members who have the View billing and receive billing emails permission. To access your bill history, view upcoming billing dates, and check any outstanding charges on your account, navigate to the Bills section of the Settings > Billing page in your Shopify admin.

Details on billing and primary payment methods

Bills are automatically paid using your designated primary payment method. On your bank statement, Shopify billing charges display as SHOPIFY * <9-digit bill number>.

Should you encounter a charge that seems unfamiliar, you can verify it by comparing the bill number on your bank statement with the bill records in your Shopify admin.

Identify unknown charges on your Shopify bill

From your Shopify admin, go to Settings > Billing.
In the Past Bills section, locate the bill that you want to compare.
Select a bill and compare the charge details to the bill number and charge amount.

Learn more about managing your billing information.

How to use the Forgot Your Store? tool to find store information

If you've checked your Shopify bills but are unable to match a bill to a charge on your bank statement, then it's possible that charges are coming from another store that you own. To find a list of all stores associated with your email, use the Forgot Your Store? tool.

Enter your email address in the Forgot Your Store? tool. You'll then receive an email listing all of the stores linked to that email. Check the bills for each store to match the bill number with the one on your bank statement. If you don't find the bill number, then consider using a different email address that might be associated with your Shopify accounts.

Understanding different sources of unexpected Shopify charges

If you've reviewed your stores' billing details and still can't find a matching bill for an unknown charge, then consider these alternative explanations:

Purchases from other Shopify stores: If you made a purchase from another store that uses Shopify Payments, then the charge will display as SP * <store name> on your statement.
Negative balances on Shopify Payments: Charges might display if your Shopify Payments account has a negative balance. This can happen when you process refunds or handle chargebacks.
Shopify Capital repayments: If you have funding from Shopify Capital, then repayments or remittance can also display as debits.
Shared payment methods: If you share a payment method with someone else, then they might have used it to create or pay for another account.
Client account charges: If you're a Shopify partner or a developer, then it's possible that your payment information was entered into a client's account, leading to unexpected charges.

Resolve unrecognized charges or billing discrepancies

If you notice unfamiliar charges on your account, then check if you have any accounts linked to any of your email addresses. Use the Forgot Your Store? tool to enter different email addresses, and if an account exists, then the tool displays the store name and URL. You can log in to the associated store, and then cancel the account to stop any further charges.

If the tool doesn't identify any associated accounts, then contact Shopify Support. Provide them with the 9-digit account number from your banking statement and a screenshot of the charge in question.

Request a refund for unauthorized or incorrect charges

When you request a refund for unauthorized or incorrect charges, you need to provide specific information based on the payment method that you used.

Credit card payments

First 6 digits of the credit card
Last 4 digits of the credit card
A screenshot or image of a bank statement that includes:
- The Shopify invoice number
- The charge amount
- The date of the charge

You can hide other sensitive information, as long as the required details are clearly displayed.

PayPal payments

Email address associated with the PayPal account
A screenshot of the PayPal transaction that includes:
- The Shopify invoice number
- The charge amount
- The date of the charge

Unified Payments Interface (UPI)

UPI ID
A screenshot of the transaction that includes the ID, for example, pay_AbCd1EfGh2JKmN

Automated Clearing House (ACH) Bank transfers for Shopify Plus plans

Last 4 digits of the bank account that facilitated the transfer
A screenshot of the last two billing charges

You can hide other sensitive information, as long as the required details are clearly displayed.

Single Euro Payments Area (SEPA)

Last 4 digits of your International Bank Account Number (IBAN)
A screenshot of the transaction from the bank statement that includes:
- The 9-digit Shopify invoice number
- The charge amount
- The date of the charge

You can hide other sensitive information, as long as the required details are clearly displayed.

Contacting Shopify Support for billing issues

If you still can't locate the unknown charge, then contact Shopify Support to investigate the charge further. The 9-digit bill number from your statement and an image of the charge are required for further investigation.