Please help, charged for something I’ve never used

[Joeshartrand]

Hello, my roommates young niece was using my phone and signed up for Shopify, I never realized this until after my card was charged. I saw the Shopify charge and an email and was able to get into the Shopify account, it is not even in my name, it is in hers! Can you please help with a refund? Thanks

joeshartrand@gmail.com

[Trevor · Accepted solution]

@Joeshartrand 

Our Terms of Service does state that we do not provide refunds; however, we can, on a case by case basis, review refund requests if the store is closed within a reasonable timeframe of the invoice generating. 

If you can access the store, you'll need to update the first and last name in Settings/General. Changing the name is an important step as you'll need to contact Shopify Support to request a refund, which will require authenticating you as the account owner. Once done, you can close the store by going to Settings/Plans and Permissions. The close store option will be at the bottom of the page. The store will need to be fully closed before a refund request can be reviewed. 

Once you have closed the store, you'll then need to contact Shopify Support. You can do this by logging into your store through the help center, manually typing out your question/issue in the search bar, then selecting "continue" at the bottom of the page that displays the search results. If you find that you can't log in to the store, then you'll want to select "continue without logging in"