Urgent Request: Assistance Needed with Shopify Billing Issue

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Dear Shopify Team,


I am writing to talk about a very important issue with my recent Shopify billing.


First, I want to say thank you for the great service Shopify has provided me so far.


Unfortunately, I made a mistake and didn't realize that my subscription plan was still active. While I was building my shop, I was using the €1 per month version, which was a big help without I would have never been able to try out Shopify. But now I am shocked to see that my bank account has been charged €36 for the months of June, May, and April. This has put me in a very difficult situation.


I have a chronic illness called Chronic Fatigue Syndrome (CFS), and it's been a struggle for me both physically and financially. My former life is due to this illness not able to go after anymore, I had to drop out of my university and move in back to my parents... I don't have the money to pay for these expenses right now.


I am kindly asking for your help, Shopify. I know that this mistake was my fault, and I'm truly sorry for it. But I'm hoping that you can understand my circumstances and see if there is any way you can help me. The money I have is needed for my medicines and other health-related costs.


I am relying on your help during this difficult time.

I sincerely hope that you can consider my request and find a solution that can help me. Please let me know if there is any additional information or documents I can provide to support my case. I am eagerly waiting for your response and hoping for a positive outcome.


Thank you for your attention to this matter, and I look forward to hearing from you soon.


Yours sincerely,




Reply 1 (1)

Shopify Staff
946 88 146

Hi @cajano 


Thank you for reaching out here - welcome to the Shopify Community.


I understand that you signed up for the promotional pricing plan while building your store, however you later noticed that the promotional pricing had finished and that you were charged full price for the past three months. I understand the confusion and inconvenience that would cause if it wasn't expected.


I am sorry to hear about the difficult situation you are facing and I appreciate you bringing this matter to our attention and for your honesty and transparency in explaining your circumstances. 


While I cannot guarantee any refunds as per our terms of service, in this situation I would definitely suggest reaching out to our support team directly so that we can take a look at your account and try our best to accomodate you. While I would love to assist further here, we cannot access any of your account information or examine your billing here via the Shopify Community. Feel free to contact our team via this help center link.


Please note that our team will require your store to be fully closed before any refunds can be considered, so please have a read through this resource here and take note of the various considerations before closing your store (such as making backups of data you might later need).


I trust that this will help to clarify the situation, and that you now know the next steps to take. Please let me know if there's anything else I can help with.


Rick | Shopify 
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