How can I cancel my automatic payments and get a refund?

[airdrox]

Hey there,

I've been trying to stop the automatic payments for weeks now, but it's still trying to charge my card every two days, and it's over $25 each time. I don't use the store or the app anymore, and I couldn't find any option to cancel in the app. There’s a pause button but I can’t pause the store after they tried to charge me. And I Want Refund Can you help me out?

Thanks, 

[Blair]

Hi @airdrox,

I'm happy to provide some assistance with your request, to ensure it gets resolved.

If you no longer wish to run your online store, you will be required to settle any of those outstanding subscription fees in order to successfully close down your shop. Once completed, you can check out our Pausing or Deactivating Your Shop document for steps on how to successfully close down your shop. It outlines however, that you can: 

• Head to Settings > Plan, your Shopify admin.

• Click Deactivate store.

• If applicable, review the options to switch to the Pause and build plan, or start a new store.

• If you still want to deactivate, then click Deactivate store.

• Select a reason for the deactivation, and then click Continue.

• Enter your password, and then click Deactivate now.

Once deactivated, your store's information will be guaranteed for 2 years. If at any point within those 2 years you'd like to re-open your shop, you will have the opportunity to do so. To learn more about subscription fees and/or any app fees, you can check out our Charges document as it touches on this further.

As for making a refund request, please feel free to connect with us directly. This will allow for our support team to take a closer look as we don't have access to any account information through the Community. They will be able to investigate further and advise on how to proceed. 

To connect with us, you can:

• Head over to our Help Center.

• In the virtual assistance chat box, please type I can't log in.

• This will populate a few resources, where you can wait a few moments until you see the I still need help option.

• Click Account Support.

• Scroll down until you see the option to chat with an advisor. 

Please let me know if you have any other questions or concerns.