Tried to cancel subscription after free trial was charged

Hayes_Henry
New Member
1 0 1

Hello, I recently tried to cancel my subscription that was set to end and thought I had done so. I look at my bank account and realized I was charged a whopping $80. Mind you I'm a student, have barely any money and I'm saving up for a car. I thought I ended the trial but ended up getting charged instead and I really need the money back. I am going to have to buy new textbooks. Will somebody from Shopify please help me and look into a refund for me. It will be unbelievably appreciated and a lifesaver. I do not have the money to pay for this and I guess the cancellation of my store did not go through. I am so sorry for the inconvenience. 

 

Thank you for the help,

Hayes Henry

Ava
Shopify Staff
Shopify Staff
854 54 130

Hi, @Hayes_Henry!

I'm sorry to hear that, I can understand the frustration here for sure. I'd like to dig into this deeper for you now to make sure that A) the store is now fully closed, and B) see if a refund is possible here. I'll just need to authenticate you first! I've reached out to the email address linked to your Community Forums account here, would you be able to reply to that email? If you can, I'll be able to authenticate you as the account owner so I can look into this issue for you. You should see my email in your inbox under ticket #19205025. If you can reply to that email, we can get started!


Speak soon!


AvaSocial Care | help.shopify.com

Ava | Social Care @ Shopify 
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CarlosT
New Member
1 0 0

Need help!! Shopify charged me $30 after free trial ended when I thought you didn’t have to cancel it and it’ll end by itself. Trial ended on January 10th and I got charged 30 minutes ago already!! I just want my $30 dollars back so I can close the store before I get charged another $30!! This is unbelievable

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Hank
Shopify Staff
Shopify Staff
1094 124 170

Thanks for reaching out about this, @CarlosT.

Bill shock can cause quite an issue, regardless of the amount, once a bill has been received that is unexpected, it can cause additional stress to the person who is the recipient.

Do you recall choosing a paid plan once you had the trial active? As a credit card is not required for the trial period, normally once the 14-day ends, the store would subsequently close until a plan is selected.

However, can you confirm that your store is fully closed? Once this has been done, I may be able to take a look and see if I can assist with any refunds.

Refunds are dependant on a number of factors and only cover Shopify subscription charges. Domain charges would not be refunded as these are considered one-off payments that last one calendar year. Additionally, third-party app charges would also need to be approved by the app developers.

Let me know how you get on!

All the best,

Hank

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

I have the same issue. 

I had 4 days of trial left, so decided to cancel in time to not be charged.

But on cancelling I did get charged...

Not really expected behavior.

looking forward to get reimbursed.

thx in advance

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Hank
Shopify Staff
Shopify Staff
1094 124 170

Thanks for reaching out about this, @KarelR.

It sounds like a paid plan may have been selected prior to canceling, and the bill may have been automatically generated prior to doing so.

To be certain, we would need to take a closer look at this, and 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 Community Forums at this time, we’d be happy to continue assisting you through live chat, email, or callback. Please visit The Help Center and log in to your account to create a support request. Once logged in, search for a topic to try to assist you with this query, and you will see the option to continue to get to the live support teams below these topics.

Once the team can gain access to your account, they can query what has occurred for you here.

Hank | Social Care @ Shopify 
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