Need help how to cancel my subscription and get refunded

KayeAlabata
Tourist
5 0 0

Dear Shopify support,

Its really frustrating how to get in contact with you.

 nativgold.myshopify is still under development and when I checked in earlier that my free trial ended and bill showed  "Payment Failed" 

 
And now just few hours later surprised to see that you deducted 312 USD  without any confirmation or email from me. How come you automatically charge when the page is not yet ready or launched yet?!
 
I'm requesting for your office to revert back my money as soon as possible.
 
 
 
 

 

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Lulu
Shopify Staff
Shopify Staff
906 87 199

Hey, @KayeAlabata!

Lulu here from the Shopify Support team. Thank you for getting in touch and I'll be more than happy to help you out with your question.

Firstly, I am sorry to hear that you are having trouble contacting our support team. We have changed our help centre recently so here is a quick clip for you to show how you can contact support on our help page.  You can also find our online chat service and email here

If a store is active on our platform and has not been cancelled then you are automatically included in our billing system. Our billing system cannot see if your store is still in development so it will automatically be charged unless the store has been closed down. If you cancel your store within 3 days of paying your invoice then in some cases we can look into issuing you a refund. 

Due to security reasons, I’m not able to actually cancel your shop for you, but here’s how to close up your Shopify Shop in just a few clicks. To cancel your store, log into your admin and follow these steps:

  • Click on "Settings", then "Plans and permissions" or "Account"
  •  Scroll to the bottom and click "Close my store".
  • There is a guide in our help centre with steps you can follow here too.

Please let me know once you have cancelled your store and then I can authenticate your account and take a look into the refund for you.

Speak soon! 

Lulu | Social Care @ Shopify
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KayeAlabata
Tourist
5 0 0

Hi Lulu,

 

I've already close the store (September 2, 2020). Please note that this is cancelled within 3 days of invoice (Bill#87536726). Its billed for cycle August 31, 2020.

As I've mentioned to my post earlier, the store is still in development and were testing Shopify if it will be the best platform to use for E-commerce. It will be best if your team can check also the status of store before automatically deducting fee to make us more at ease with using your services.

Please help to refund the money deducted to my account.

Thank you and hoping for your immediate action.

 

 

 

 

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Anthonyp
New Member
1 0 1

Hi @Lulu 

I have the same issue, I cancelled my store probably like an hour or so after the invoice was made. Any help is appreciated. 

Lulu
Shopify Staff
Shopify Staff
906 87 199

Hi, @KayeAlabata.

Thank you for getting back to me. No problem, I have sent you an email now and you will need to respond to my email directly to confirm your store URL so I can verify you as the store owner to check over everything. Just so you are aware for future reference, it wouldn't matter if the store is a development store or a live store, you would still only get a 14-day free trial and would automatically be billed at the end of your trial if your store has not been cancelled. 

Please let me know once you have responded to my email so I can take a further look into this for you.

Speak soon! 

Lulu | Social Care @ Shopify
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Lulu
Shopify Staff
Shopify Staff
906 87 199

Hi, @Anthonyp.

Welcome to the thread. I am sorry to hear that you were also charged unexpectedly. I can do the same as above and verify you as the store owner to help you out further. In order to do so, I will just need to 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. Please be sure to check your spam/junk folder as sometimes the email can land there.

Speak soon! 

Lulu | Social Care @ Shopify
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KayeAlabata
Tourist
5 0 0

Hi Lulu,

That is noted. I send a response thru the email you sent.

Thank you for your immediate action.

I'll wait for your update then.

 

 

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wengay2900
New Member
1 0 1

Hi! I have the same issue as well. I tried the 90-day free trial and I got charged last month and also this month. Both my accounts were inactive for almost three months because I was busy working and completely forgot about my shopify accounts.. Now I want help on how to get refunded. Thank you so much in advance!

Lulu
Shopify Staff
Shopify Staff
906 87 199

Hi, @wengay2900.

Welcome to the thread. The store does need to be cancelled before the trial ends to ensure you are not charged anything, I know it is easy to forget though. Have you cancelled the store now? You will need to do this first before I can take a look at your account.

Due to security reasons, I’m not able to actually cancel your shop for you, but here’s how to close up your Shopify Shop in just a few clicks.

To cancel your store, log into your admin and follow these steps:

  • Click on "Settings", then "Plans and permissions" or "Account"
  • Scroll to the bottom and click "Close my store".
  • There is a guide in our help centre with steps you can follow here too.

Please let me know once this is done. I will also just need to verify your account so 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 can take a closer look for you.

Speak soon! 

Lulu | Social Care @ Shopify
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 - Was your question answered? Click Accept as Solution 

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KayeAlabata
Tourist
5 0 0

Hi Lulu,

Please help to follow-up from your financial department as I'm not receiving any update.

Thanks.

 

 

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