Being charged for uninstalled apps

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Tourist
40 0 1

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

 

 

Screenshot 2020-03-25 at 11.18.21.png

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Shopify Staff
Shopify Staff
574 68 101

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
1202 4 68

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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