Being charged for uninstalled apps

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Excursionist
51 0 6

I'm positive I uninstalled these apps before their trial expired, yet they still appear in my bill. ?

 

 

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Shopify Staff
Shopify Staff
785 78 136

Hey, @paul-!

 

Lulu here from the Shopify Support team. Thanks for reaching out here, and I'll be more than happy to help you out.

 

Sorry to hear that you have been billed unexpectedly for these apps. I can certainly take a look at your account and check the trial period and when these apps were uninstalled. If you were still in the trial time then we can email the app developers and ask them to approve a refund of the charges. Can you let me know which apps, in particular, you are referring to? Is it the ones with "uninstalled" beside them? So 'Bundle Products by Thimatic" and "Ali reviews"? 

 

In order for me to have a look, I will just need to verify your account. I will send you an email to the email address attached to this forums account and confirm some security questions about your store. Once you reply to that email, I will investigate further for you.

 

Speak soon,

Lulu

 

Lulu | Social Care @ Shopify
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Shopify Partner
1221 5 79

Apps are on a different billing cycle than the regular Shopify charge. The nitty gritty details are listed here: https://help.shopify.com/en/manual/your-account/manage-billing/your-invoice/apps. TL;DR: Apps are on a different billing cycle than the Shopify cycle.

 

To make things simpler it would be great if App charges were coalesced (pro-rated) within your Shopify bill: https://community.shopify.com/c/Partners-Discussion/Merchant-confusion-around-App-Billing-UX/m-p/624...

 

It's been an issue for a long time and Shopify staff don't get it either.

 

Gavin.

 

 

 

 

www.bookthatapp.com
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New Member
1 0 0

Hi, I am dealing with the same issue. 

 

I uninstalled Shogun couple months ago already and it's still being charged to the billing today. 

 

Can someone please help me solve this and tell me how to get a refund? 

 

Thanks

 

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Shopify Staff
Shopify Staff
785 78 136

Hi, @virutel.

Thank you for joining the thread. Sorry to hear you are still being charged for an app that you have uninstalled. Usually this wouldn't be able to happen as when it has been correctly uninstalled, it wouldn't be included in our billing cycle. However, I can certainly take a look at the date you uninstalled it and see what is happening here for you. In order to do so, I will just need to verify your account. I will send you an email to the email address attached to this forums account and confirm some security questions about your store. Once you reply to that email, I will get take a closer look for you.

Speak soon! 

Lulu | Social Care @ Shopify
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New Member
1 0 0

Hello,

 

I've also been charged by Shogun for an uninstalled app - could you help me please? 

How do I prevent this from happening again?

 

Many thanks.

Screenshot 2020-07-02 at 15.54.23.png

 

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Shopify Staff
Shopify Staff
785 78 136

Hi, @Cbarlow.

Welcome to the thread. You will always be billed for an app if it is installed on your store whether you are using it or not. Once the app is uninstalled you will no longer be billed for that app, although depending on when you uninstall the app you may be charged a final invoice if it is midcycle. I can check when you uninstalled the app and check if you are eligible for a refund if you would like. I can see from your screenshot that the app billed you from the 2nd of June until the 2nd of July, if you uninstalled this app mid cycle then we can contact the app developer and ask for a prorated refund for the days that were remaining that you are not going to use.

In order to do so, I will just need to verify your account and take a look at the dates. I will send you an email to the email address attached to this forums account and confirm some security questions about your store. Once you reply to that email, I will get that done for you.

Speak soon! 

Lulu | Social Care @ Shopify
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Tourist
20 0 1

hey Lulu,

Please could you help me try to get a refund for being charged 3 different months on an uninstalled app?

 

 

 

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Kind regards

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Tourist
20 0 1

@Lulu 

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Shopify Partner
143 2 27

Hi @paul- 

Wow, you were charged $29 for Sales Pop in additional fees.

Our Recently app is only $10/mo with a 7 day free trial for unlimited usage.

Best regards,

Asa @ Appifiny

Try the best recent order app for Shopify free for 7 days: https://apps.shopify.com/recently
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