Can not cancel shopify store

Solved
cameron2000
New Member
6 0 0

I had a paused store and wanted to cancel my store entirely and was told by support if I re activate my account so that I can actually close the store that they would issue me a refund for the $29. I cant get back in contact with the specific person I spoke to. Can another staff member help me with this?

 

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SLB1
Tourist
8 0 0

How did you get in contact with them the first time? I’m having trouble reaching an agent.

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cameron2000
New Member
6 0 0

Just hope they respond, thats what happened last time

 

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SLB1
Tourist
8 0 0

How did you contact them the first time? 

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Miles
Shopify Staff
Shopify Staff
469 66 108

Hi, @cameron2000!

I'm Miles from the Social Care team at Shopify. Thanks for reaching out.

The Shopify Advisor you spoke with was correct. If you're on the pause plan and decide to close your store, once you've reactivated the account, paid the invoice and then closed your store we can refund you the money. If this hasn't happened and the Advisor has not replied, then any of the other Advisors can assist you. Just reach out to our live support team once again and they'll be able to organise your refund for you.

If you haven't closed your store yet, simply login to your admin and go to Settings > Plan and Permissions. Under "Store Status" and click "Sell or close store" and follow the steps on the screen. Check out our help doc for more information on pausing and closing stores.

I'd love to learn a bit more about why you're closing your store. If there's anything at all we can do to help, please don't hesitate to let me know. If you ever want to reactivate your store, I'd recommend checking out Shopify Compass (https://bit.ly/2LyfedE). Shopify Compass provides you with free webinars and courses on things like store design, marketing and more. It's 100% free and new content is being added weekly.

@SLB1, I'm about to reply to your other thread now, so keep an eye out for my response there.

Thanks!

Miles | Social Care @ Shopify 
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 - To learn more visit the Shopify Help Center or the Shopify Blog

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ahmedalii
Tourist
9 0 1

Hey Miles

The exact same thing had happened to me, few months ago I tried to close my shopify store only to be told I have insufficient funds so I just put it into pause so I dont get charged. Fast forward to now I get a notification that shopify have taken 14.28 USD so I go onto my shopify store which is now out of pause and try to cancel it except the same thing happens to me again and says I have insufficient funds even though they have taken 18.79 AUD from my bank account. Right now I feel like I'm being scammed and I want a solution to this as soon as possible.

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Miles
Shopify Staff
Shopify Staff
469 66 108

This is an accepted solution.

Hi, @ahmedalii!

Thanks for letting me know you're seeing an issue. It looks like we’ll need to access your account in order to resolve this issue. While we’re not able to provide account-specific support via the Shopify Community at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit https://bit.ly/3cJkx8V and log in to your account to create a support request.

Since this is the next step I've marked this reply as the solution for the benefit of others who may discover this topic. Thanks!

Miles | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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