Why is my purchased app still on trial and how can I get a refund?

[Roccinio]

Hello,

I have bought an app (File Optimizer), got the receipts from shopify but the app is still on trial.

I have contacted the plugin author but still no answer. What must i do? I want to work and i am wasting valuable time.

Will Shopify issue me a refund or i lost my money?

Regards

[Hank]

Hi, @Roccinio,

Hank here from Shopify.

Normally, when you sign up for an app and receive a trial, this would be honored before the paid plan starts. So say you installed an app that came with a seven-day free trial, but on the third day, you chose a paid plan. The trial would still continue until the end of the specified time, then the paid plan would take over.

Is this the same for you, or have you exhausted the trial period? 

Did you purchase the app from the Shopify app store, and if so, can you share the link so I can confirm the app developer's details for you? Once you reach out to them, they do aim to respond in 3-5 business days, but maybe impacted by the COVID19 pandemic, which may have delayed them. When did you reach out to them?

All third-party app refunds would need to be approved by the app developer, once the app has been removed from your store. But I can assist you with this scenario should you require this, but only if the app was on the Shopify app store. For all other apps, you would need to reach out to the individual app developer directly.

Let me know!

All the best,

Hank