The App subscription continues to charge even after being cancelled

[Visolleon]

I am an App developer. We are experiencing a subscription billing issue:

A merchant customer had installed our App previously, and subscribed to a plan, and he cancelled it on the same day, our play has a 14 trail days. But later on, the customer was still required to pay the subscription fee.

Now the customer's store has been frozen and they must pay the fees first, But he cancelled the play early on and did not use it. How should we handle this issue?

I have tried to send credit to the merchant to pay the subscription fee, but my account does not have enough credit.

[SealSubs-Roan]

Hi @Visolleon 

Your application should have a settings where you can refund the customer or at least have enough credits to cover these kinds of issues. You can try to coordinate with it Shopify team and see what workaround they can provide on their end.

[Visolleon]

Hi @SealSubs-Roan Thank you for your help. I contacted the Shopify's support and they suggested that I should create a ticket and send to Shopify billing team for removing the charge. but I can not find the entrance of creating ticket from my partner dashboard.  Do you know how to create a ticket from the Partner dashboard?