Spocket fraudulent charges

Garman
Tourist
4 0 3

It has been 2 weeks since I discovered that Spocket has been taking $9 a month out of my business account for a site I deleted so long ago my bank records won't go back that far to find out how much they truely owe me.

I immediately reached out to their support for cancelation and a refund. It has been 2 weeks and have received only 2 emails from the same guy named "Vash". He advised me to downgrade my account and I would no longer be charged. As for getting a refund he said he would look into it. I have not had a response from him yet. 

Therefore I would like a refund from Shopify on the grounds that I deleted  the site and app so long ago and should not be charged for it because I deleted the entire site and app. However, I did use "forgot password on Spocket's site and was able to downgrade my subscription, hopefully that stops the charge. 

That just leaves the feeling of abuse. I don't if the terms and conditions protect 3rd party devs from these charges but it certainly feels like I have be taken advantage of and that this is borderline theft.

I am very close to filing charges on Spocket for fraud and possibly Shopify itself (depending on how this is handled)

Furthermore, I have just discovered that there is no real way to contact Shopify directly from their website and that is why I am forced to write in this community blog...

Needless to say I am quite perturbed about this entire issue. Its not about the money, its just wrong to take something from somebody without their permission. 

HunkyBill
Shopify Expert
4487 45 485

So, when you run a Shopify store, and you install an App, Shopify collects money from you, and pays the App developer a share. Are you saying you just realized from your itemized Shopify invoice that you have been paying for an App, and you did not want to? Or is it that you have a Shopify store, and when you list your Apps, that App is not one of them? When you delete a Shopify store, or quit, Shopify quits all App billing too. So what do you mean when you say you deleted a site? What does that have to do with Shopify?

Normally, you pay Shopify for Apps. If you made a deal to pay someone on the side, outside of Shopify, and you gave them permission to charge you, you are 100% responsible for that as it is not Shopify billing.

So before you sue someone, what is the setup here? I am just curious...

Custom Shopify Apps built just for you! hunkybill@gmail.com http://www.resistorsoftware.com
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Garman
Tourist
4 0 3
I simply installed the app from the shopify app store and agreed to the
most basic Spocket plan for $9 (same plan is now $24 to give you an idea of
how long ago I signed up).

I don't think I signed up from an external site, but it may have redirected
me there to enter billing info or something...which is entirely possible.

At any rate, it was downloaded from the appstore and Shopify is not without
some fault in the same way Apple backs their customers in the Apple store
when this happens.

In reference to sueing. I never said I would sue for my money back. I
actually don't care that much about the money.

I just want better customer service....Contacting customer service here is
like Uber, Airbnb, and Amazon... I do not like this trend of community
customer service I see.

Smart for them, not so much for us.


Garman
Tourist
4 0 3

Yes the app was deleted from my store and I assumed all charges would stop at that point, but that is not what happened. 

I submit it is not ethical to continue charging for an app once it is deleted from your store and that it is explicitly Shopify's responsibility to ensure the charging is terminated in a timely manner. 

HunkyBill
Shopify Expert
4487 45 485

Shopify has 30+ lawyers now, so if an App was behaving unscrupulously, you can be sure there is recourse for you. When you quit an App, Shopify does quit and cancel all billing. So any billing for $9 you are seeing had to be you agreeing to pay this Spocket company, completely outside of Shopify, on the side? How else to explain it? Where are you seeing this $9 charge? Your credit card statement or your Shopify invoice? Makes a big difference. In the case of your credit card statement, if there, you can take it up with them, and they can tell you to the penny how much you spent, and how to stop it. Has zip to do with Shopify, although now, in the case of Apps, any App that charges $ outside Shopify, has to remit 20% to Shopify. So you could easily inquire if that is in fact happening, and if not, that company Spocket could be audited by Shopify for fraud against Shopify... for using their platform without paying their 20% dues.

Custom Shopify Apps built just for you! hunkybill@gmail.com http://www.resistorsoftware.com
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Garman
Tourist
4 0 3
Good info thanks. It was on my card and not on any shopify statement.

So it must be the former event you outlined.

I am sure both parties are sufficiently CYA’ed. I would simply like somebody to hold Spocket responsible for this.

I think Shopify should hold Spocket and other vendors accountable for this practice. The terms I agreed to in fine print may say I agreed to this but we all know that the practice of taking people’s money without a service or good given in return is either a) an accident or b) theft/fraud
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LME2021
New Member
2 0 2

If it helps at all, I have had issues with the Spocket app as well, with regards to billing and orders made on the 6th of January 2021 that were randomly cancelled by Spocket after waiting until the 23rd of January 2021, two orders worth £68, no communication, no emails to alert to the order cancellation. My very first experience with Spocket months before resulted in me using their free trial and then they billed me $99 and refused to refund me, until I left a bad review on their page then suddenly they wanted to talk and iron things out with me. There are a number of one star reviews about Spocket on Trustpilot and on their app page. Disappointing and dishonest. 

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Team_Spocket
Excursionist
26 1 11

Hi Garman,


John here from Spocket Support. Hope you are well!

First, I’d like to apologize if you have not received a resolution to your concern from our Support team. Normally, any issues or concerns raised to Spocket - our users are provided a resolution right away or an update every 24-48 hours. I’m sorry if that didn’t happen for you! We are going to take preventative measures to ensure that this situation does not repeat itself.

Next, I wanted to jump in to give some clarification about your concern regarding billing and cancellation.
Any users who sign up on Shopify and install Spocket from the app store will automatically be billed through Shopify Billing. Likewise, if users decide not to continue using Spocket, this should automatically cancel and stop any further billing as well.

I’d be happy to look into this further to understand your issue better and provide a satisfactory solution so please do reach back to us at support@spocket.co and simply mention this thread so we can expedite the process.

Please also know as well that we agree with you 100%! It is not always about the money. We value your experience more!

 

Regards,
John

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Team_Spocket
Excursionist
26 1 11

Hi LME2021,

John here from Spocket Support. I’m sorry to hear about the issues you experienced. You should have gotten email alerts especially about orders. I would advise that you check on your Spam folder or make sure that you’re using the same email that was used to sign up because order notifications are a must within our platform.

Regarding getting billed, it must mean that your trial has already expired and the system has automatically generated the charge. Nevertheless, we can definitely look into it so please don’t hesitate to reach back to us at support@spocket.co and we’ll gladly re-evaluate your concern and do what is right and fair. We look forward to hearing from you and resolving any concerns you may have. Thank you!

 

Regards,
John

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