Close store, still charged?

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ebasics101
New Member
1 0 0

So, I went to close my store because my hours at work were reduced to the point that I can no longer afford the monthly fees for the store and app.

 

But, when I went to close, my card was charged right then? What is this? The entire point was that I couldn't afford it, and it actually drove my account negative from the charge. This is the ONLY subscription service I've ever used that actually charged as you closed, and my account was already in a paid billing cycle, it's not like I was behind on the payment and they had to collect. This is so infuriating. There wasn't even like a warning that the next month's payment would be extracted.

 

Is there a way to get a refund for this? 

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Hank
Shopify Staff
Shopify Staff
1094 124 170

This is an accepted solution.

Hi, @ebasics101,

 

Hank here from Shopify!

 

By the sound of things, it may be an additional charge, like a transaction fee or third party app charges which may not be refundable.

 
But as this is account specific, I will just need to verify your account. I will send you an email to the email address attached to this forum's account and confirm some security questions about your store. Once you reply to that email, I will look into this further for you. -Hank

Hank | Social Care @ Shopify 
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NicolasMesa
New Member
1 0 0

This also happened to me. This is very frustrating, due no person i can call or email for my problem. I have the same charge as the other gentleman.  Would someone be able to reach out to me someway to resolved the problem.

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Pulmonary2121
New Member
1 0 1

I requested my account closed due to the fact i do not use it and this was for $14.00 monthly and as of today they are still charging me, I need this to be resolve as soon as possible. 

Grace23
New Member
1 0 0

Hi Support,

I would like to close my online store before my subscription ends. When I tried to close my account, Shopify is charging me and I don't understand why.

Would you please help me close my account before my billing cycle starts on 17.12.2020.

Thanks

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Hank
Shopify Staff
Shopify Staff
1094 124 170

Thanks for reaching out about this, @Pulmonary2121 & @NicolasMesa. As I was not tagged, I did not receive a notification to respond to assist you with this.

Did you manage to get a resolution for this? Let me know if not, and I'll happily assist you!

Hank | Social Care @ Shopify 
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 - 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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Hank
Shopify Staff
Shopify Staff
1094 124 170

Thank you for reaching out via the Community forums, @Grace23.

The reason you are being charged is as you have said, the billing invoice is due December 17. So as the billing for Shopify is pro-rated, this is why the system is looking for the amount when you try to close your store.

What I can try to do, is in some rare cases the team may be able to stop this charge from happening, but if you do get charged, we may be able to refund you. The only thing that we cannot refund for is domain charges (as these are considered a one-off charge that lasts one calendar year), and third-party app charges, which would need to be approved by the individual app developer.

What I will do is send you an email to verify your store, and I can take a closer look at this for you.

 

Hank | Social Care @ Shopify 
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 - 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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roadwarriorkit
New Member
3 0 0

Hi @Hank I'm experiencing this for almost a year already. Customer support is useless. I don't receive the right responses. Hope you can assist me with this.

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roadwarriorkit
New Member
3 0 0

@Hank any updates?

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Hank
Shopify Staff
Shopify Staff
1094 124 170

Thank you for reaching out here, @roadwarriorkit.

Can you tell me more about the issue you are facing or referring to? The more context you can provide, the better we can assist you.

Are you looking to close your store, or is it relating to something else?

If however, it relates to something account-specific, in order to provide you with the most efficient support, please visit our Help Center, log in to your account, and create a support request to chat with the live teams.

Hank | 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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