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Being charged for uninstalled apps

paul-
Excursionist
55 0 21

I'm positive I uninstalled these apps before their trial expired, yet they still appear in my bill. ?

 

 

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Replies 15 (15)
Lulu
Shopify Staff
Shopify Staff
911 87 212

Hey, @paul-!

 

Lulu here from the Shopify Support team. Thanks for reaching out here, and I'll be more than happy to help you out.

 

Sorry to hear that you have been billed unexpectedly for these apps. I can certainly take a look at your account and check the trial period and when these apps were uninstalled. If you were still in the trial time then we can email the app developers and ask them to approve a refund of the charges. Can you let me know which apps, in particular, you are referring to? Is it the ones with "uninstalled" beside them? So 'Bundle Products by Thimatic" and "Ali reviews"? 

 

In order for me to have a look, I will just need to verify your account. I will send you an email to the email address attached to this forums account and confirm some security questions about your store. Once you reply to that email, I will investigate further for you.

 

Speak soon,

Lulu

 

Lulu | Social Care @ Shopify
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Gavinator
Shopify Partner
1305 11 114

Apps are on a different billing cycle than the regular Shopify charge. The nitty gritty details are listed here: https://help.shopify.com/en/manual/your-account/manage-billing/your-invoice/apps. TL;DR: Apps are on a different billing cycle than the Shopify cycle.

 

To make things simpler it would be great if App charges were coalesced (pro-rated) within your Shopify bill: https://community.shopify.com/c/Partners-Discussion/Merchant-confusion-around-App-Billing-UX/m-p/624...

 

It's been an issue for a long time and Shopify staff don't get it either.

 

Gavin.

 

 

 

 

www.bookthatapp.com
virutel
New Member
1 0 0

Hi, I am dealing with the same issue. 

 

I uninstalled Shogun couple months ago already and it's still being charged to the billing today. 

 

Can someone please help me solve this and tell me how to get a refund? 

 

Thanks

 

Screen Shot 2020-06-23 at 16.25.15.png

Lulu
Shopify Staff
Shopify Staff
911 87 212

Hi, @virutel.

Thank you for joining the thread. Sorry to hear you are still being charged for an app that you have uninstalled. Usually this wouldn't be able to happen as when it has been correctly uninstalled, it wouldn't be included in our billing cycle. However, I can certainly take a look at the date you uninstalled it and see what is happening here for you. In order to do so, I will just need to verify your account. I will send you an email to the email address attached to this forums account and confirm some security questions about your store. Once you reply to that email, I will get take a closer look for you.

Speak soon! 

Lulu | Social Care @ Shopify
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Cbarlow
New Member
1 0 0

Hello,

 

I've also been charged by Shogun for an uninstalled app - could you help me please? 

How do I prevent this from happening again?

 

Many thanks.

Screenshot 2020-07-02 at 15.54.23.png

 

Lulu
Shopify Staff
Shopify Staff
911 87 212

Hi, @Cbarlow.

Welcome to the thread. You will always be billed for an app if it is installed on your store whether you are using it or not. Once the app is uninstalled you will no longer be billed for that app, although depending on when you uninstall the app you may be charged a final invoice if it is midcycle. I can check when you uninstalled the app and check if you are eligible for a refund if you would like. I can see from your screenshot that the app billed you from the 2nd of June until the 2nd of July, if you uninstalled this app mid cycle then we can contact the app developer and ask for a prorated refund for the days that were remaining that you are not going to use.

In order to do so, I will just need to verify your account and take a look at the dates. I will send you an email to the email address attached to this forums account and confirm some security questions about your store. Once you reply to that email, I will get that done for you.

Speak soon! 

Lulu | Social Care @ Shopify
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Javison4
Tourist
20 0 1

hey Lulu,

Please could you help me try to get a refund for being charged 3 different months on an uninstalled app?

 

 

 

Screenshot 2020-07-17 at 15.54.40.png

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Kind regards

Javison4
Tourist
20 0 1
Appifiny
Shopify Partner
153 2 42

Hi @paul- 

Wow, you were charged $29 for Sales Pop in additional fees.

Our Recently app is only $10/mo with a 7 day free trial for unlimited usage.

Best regards,

Asa @ Appifiny

Try the best recent order app for Shopify free for 7 days: https://apps.shopify.com/recently
Lulu
Shopify Staff
Shopify Staff
911 87 212

Hi, @Javison4.

Welcome to the thread! Sorry to hear you have been billed three times. I can certainly take a look at the install and uninstall dates for this app and if you are eligible for a refund then I can contact the app developer and ask for this to be refunded. I will CC you into the email so you can keep an eye on the thread too. Once they have approved the refund then I can action it on my end, if applicable. 

In order to do so, I will just need to verify you as the account owner so I will send you an email to the email address attached to this forums account and confirm some security questions about your store. Once you reply to that email, I will get that done for you. Please have a look for this email in your spam/junk folder too as sometimes the email can land there. Thank you!

Speak soon. 

Lulu | Social Care @ Shopify
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matiirine
New Member
3 0 0

Hello !

I have uninstalled Shogun in the 2nd day after I installed it, and I was billed for it today. Can you please help me out ?



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Dakota20
New Member
1 0 0

Hi i am having the same issue. I used an app for about 2 weeks and then uninstalled. i was told once i uninstalled i would no longer be obligated to pay by the app yet i am being charged again. May i please be assisted as well. Thank you. 

NikkiVBeauty
New Member
1 0 0

Hello I am being charged that I uninstalled before the trial period. I made sure that it was uninstalled because it was installed right to begin with . The app is $49.99 My business is struggling as is in this pandemic. It brought the total up to $105.20 please so something about this issue if you can . Please 

wak0c0ke
New Member
1 0 0

Good day,

Hi Lulu, I already uninstall the Sales Countdown Timer Bar 2.0 but it appears on my Shopify billing account that

I need to pay the $8.95. I already uninstall this app last week and it is not yet expired my free plan.

Can you help me on this? (See attached image below)image_2021-09-09_155622.png

Emmierich
New Member
1 0 0

Hello, my store is affected by this probleScreenshot_20220820-032053.pngm also, have not been able to renew my Shopify store billing cycle due to the  AutoDS billing also but I have uninstalled the app already, please l need your help, my store is just starting off