Can I get a refund for unused subscription charges?

[ansarabbas]

Few months ago i was subscribed for a trial to test the shopify platform, later i forget to cancel my subscription and been charged twice this month. I would like to get a refund of those 2 transactions as i wasn't active on shopify and the charges were unauthorized.

[Julie]

Hi, @ansarabbas.

Julie here from Shopify Support. 

As per the Terms of Service you agreed to when you first signed up, Shopify does not issue refunds for subscription payments. That being said, we do understand that these situations happen and there may be some options we can explore with you. 

Because our Support team will need to properly authenticate your account in order to look into this, you'll just need to reach out directly so we can see what's possible. We have a few different contact options available, including live chat. All of our contact options can be accessed through our Help Center here. 

If you do decide to take advantage of another free trial in the future, bear in mind that you aren't required to enter your credit card details when you sign up. Only once you choose a plan, purchase a custom domain, or install any paid third-party apps or themes will you be required to provide your credit card details. 

I hope this clears things up! Let me know if you have any further questions. 

[ansarabbas]

Hi

There is no chat option or your support's phone number at this link https://help.shopify.com/

It just takes me to a forum and I want to talk to your support directly to resolve this. Also, I subscribed for the trial program 2-3 months ago and now after 2 months I have been charged twice, I didn't even log in to my Shopify account in that period as it wasn't needed. And I had no idea that I have to cancel it after 2 months or it will keep charging the payment from my credit card.

Please do issue a refund from your side or I will be forced to make a dispute with my bank. 

[Julie]

Thanks for following up, @ansarabbas.

To reach our contact options from the Help Center link shared above, you'll need to proceed through the steps outlined there. You'll first notice an option to login or continue without logging in. Either option will allow you to reach support, but it's recommended that you login if possible so that your account is pre-authenticated. 

Then, you'll notice a search bar with the message, "Search for a topic so we can connect you with the right articles and support teams". You must enter a search phrase here. When you do so, you'll receive some search results that pertain to your query. You'll also notice an option to "Get support" towards the bottom of the page. Selecting "Continue" will bring you to the contact options, including live chat. 

I appreciate you sharing more information about the issue at hand. It definitely sounds like you were on a paid plan, which is billed monthly. This would explain the two charges within the last couple of months after your free trial expired. If you haven't already done so, I recommend closing your store as soon as possible to avoid any further charges.

Here in the Community Forums, I am unable to access any account details, so you will need to reach out to our Support team directly to see if a refund is possible. Through live chat, our Support team will be able to authenticate your account and offer further assistance.

I hope this clears things up!