Trouble with Cin7 Orderhive charges and errors after removal?

[GelNation]

We have removed the app from our store, however just been charged for a month that it is not present on the store, have written emails and no one answers. We are still getting error reports on products and have no idea how, we cant get support as app no longer shows, anyone else having problems with Cin7 Orderhive. How do we get further support from Shopify if we cannot choose the app, help please.

[Elias]

Hey, @GelNation.

Thanks for reaching out and bringing this to our attention.

I've taken a look at Cin7 Orderhive and I'm not seeing their app listed on the Shopify App Store. Can you confirm whether this app was installed from the Shopify App Store or was it installed through a third-party integration?

If the app was installed through the Shopify App Store and billed through our systems, then we can access your account and assist you with the billing. While we're unable to provide account-specific support via the Shopify Community, we'd be happy to further assist you through live chats. Simply visit the Shopify Help Center and login to your account to create a support request.

If the app was installed through a third-party integration, then it's possible that they have their own billing system. If this is the case, then we'd recommend getting in touch with your bank or credit card provider and notifying them of the charge. 

I noticed that you're a new member of our Shopify Community! Once you've resolved the billing issue with Cin7 Orderhive, I'd love to hear more about your business and share some resources to help you get started. 

[GelNation · Accepted solution]

Hi Elias

Thank you for the reply, and it did indeed highlighted to us the fact that it appeared to bea third party application and was billed directly.

We have now logged in to their site and cancelled the subscription.

Thank you for this as we were expecting nothing else since we uninstalled evrything, but now we are aware of this, I will do some checking though because as far as I was aware we had added the app through the shopify store.

Thank you again for the heads up.

Regards

Paul

[Elias]

Hi, @GelNation.

Thanks so much for following up and keeping us posted!

I'm delighted to hear that you were able to identify where the billing was coming from and you were able to cancel the subscription for their app. It is possible that they did have some apps in the Shopify App Store at some point as they do have a developer's profile page on our store. However, they may have taken down their apps as they currently don't have any apps listed.  

That being said, I'd love to hear more about your business! What kinds of products are you selling? Do you have a marketing plan prepared for your store?