How to get refund on accidental monthly subscription?

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Dear Shopify support,


I signed up for a $1 for 3 trial and was just messing around trying to see what I could do on Shopify. I thought that the Shopify plan you created allowed you to create as many stores as you wanted, and it just took a $1 fee to open each store. After experimenting with different stores I decided I actively wanted to pursue one of them, and signed up for the $40 a month subscription. Because I thought opening the other stores was a one time fee, I never checked the subscription for them. I understand that I should've read the fine print and realized that each account had its own subscription, but I was really eager to start designing a website and breezed over everything. I recently got two $399 charges that took money directly out of my mom's bank account. I had no idea that the other two stores were under subscription or even still active until I saw the charge, as they'd been completely inactive for the past 2+ months. I cancelled the subscription as soon as I got the invoice, but it was already too late. I am a high school student and have to also look after two younger siblings, and I do not have the funds to pay for the two $399 charges. My mom is extremely upset because we don't have that kind of money, and is really stressed on whether or not I'll be able to get it back. I plan to continue paying the $40 a month for shop I've been actually working on and can afford, but the other 2 shops haven't been touched in months. I know Shopify doesn't usually refund subscriptions, but I was really hoping you could guys could make an exception considering the situation I'm in. Please let me know if there is anything I can do, I really appreciate the help.

Reply 1 (1)
Shopify Staff
Shopify Staff
1500 214 183

Hi @Kyle_Stefan,


Thank you for reaching out to the Community. I'd be happy to provide some assistance with refund requests, to ensure this gets resolved. To confirm I'm fully understanding, have both shops been successfully deactivated? 


If not, you will want to confirm that all outstanding fees have been settled and the shop is no longer active prior to making this request. We have a great Deactivating Your Store document that I recommend checking out, as it shares step-by-step instructions on how you can successfully complete this. 


It outlines however, that you can:


  • From your Shopify admin, go to Settings > Plan.
  • Click Deactivate store.
  • Select a reason for the deactivation, and then click Continue.
  • Enter your password, and then click Deactivate now.


Once completed, you can then head over to our Help Center to connect with our support team directly. This will allow them to take a closer look at the request, as I would not have access to any account details through the Community. 


To connect, you can: 


  • Head over to our Help Center
  • Enter into the chat box Contact Support.
  • Log into your shop.
  • Select one of the available support options.


Please let me know if you have any other questions or concerns. 

Blair | Shopify 
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