Can I reverse a billing charge after missing a free trial end on DS'er app?

[seanpark0518]

Hi, I had a question about my billing cycle. So, I had a free trial of DS'er app in my Shopify store. However, I was just few hours too late to switch to the free subscription before the trial end. Therefore I see there is a billing of $20 of DS'er in my Shopify billing cycle. Is it possible to remove/reverse that, or should I just switch back to the DS'er Advanced and use for a month and then switch back to the free subscription? I was two hours too late to switch... I have now the free chosen the free one, but I'm curious if I'm now obligated to pay the premium version or if I can  reverse it.

[Kimi · Accepted solution]

Hi, @seanpark0518.

It sounds like the app you're enquiring about is a third-party one, is that correct?

If this is the case, it's best to query the app's support team directly about this, as they are best equipped to answer any app-specific questions. Any potential charge reversals or refunds of third-party app fees will also have to go through the app developers or support team directly, as they have final say of the decision.

If for whatever reason you cannot get in contact with the app's support team, you can reach out to our Shopify Support team and we can get in touch with the app's support team on your behalf. To do this however, we will need to authenticate you against the correct store. We aren't able to do this via the Community Forums at this time, so you'll need to reach out to our team via our Help Centre here. Once you're logged in on our Help Centre, type in your question or the topic you need help with. After that, you should see the Get Support heading at the very bottom of the page, and you can click Continue to start a support request.