Pro-rated amount from cancellation of yearly subscription

[natureherbalist]

if I cancel my yearly subscription, what is the prorated amount I will receive?

Any idea on calculation?

[Kimi · Accepted solution]

Hi, @natureherbalist.

To give you a bit of context on situations like these, when merchants sign up for long term plans (such as an annual subscription) we consider them to be making a commitment to Shopify. This plan gets merchants a discount on their plans (10% for the annual subscription), and allows them to take advantage of our annual plan promotions (such as a free activation of the third-party carrier calculated rates).

We understand that a business' plan can change, so generally speaking our team may issue refunds in the first 30 days as a goodwill gesture for those who happen to change their mind. After the 30 day period however, we consider merchants to be well into the start of their annual billing cycle, and when you enter into a long term subscription with Shopify, you are committing to being in that plan for the time period.

In saying all of this, please note that refunds are never guaranteed, as we would be violating Section 5.10 of our own Terms of Service if we authorize one. So any potential refunds is always reviewed on a case by case basis. Because of this, from here and so that we can crosscheck your account in more detail, I recommend reaching out to our live support team via our Help Center so that we can further assist you with this situation.

[natureherbalist]

I see, I was enquiring with a Shopify support staff who mentioned that there will be a pro-ration and will only be able to see the amount if I select the cancel subscription button. Luckily you replied, but I am disappointed about the advise I've gotten. Is there anyway to stop the subscription from renewing automatically once the plan is done for the year?

[Kimi]

I'm sorry to hear that you haven't had the best experience with our support team thus far, @natureherbalist. Do you have a support ticket number for that interaction that you can share with me?

We don't have access to support tickets or accounts via the Community Forums, so while I won't be able to check for the support ticket myself, I'll be happy to pass on that ticket to the most appropriate internal team. They'll be able to assess the interaction for its quality and provide feedback, where necessary, to the support team member you spoke with.

To clarify however, it would be a different situation if you were to look at downgrading your subscription from an annual plan to a monthly plan, rather than cancelling your Shopify subscription or account entirely. If you're looking to downgrade to a monthly plan, a pro-ration can be looked into to be applied to your account for any difference in balance. There isn't a way to tell how much the balance would be via the Shopify admin however, so all requests for plan downgrades will need to be taken to our Billing team, which can be contacted via a live support team member to begin with from your end.

In regards to stopping the subscription from renewing automatically, technically this would require you to downgrade to a monthly plan, so this would also involve the help of our internal Billing team. If you're looking to continue your annual subscription until the rest of your current cycle, I suggest you contact us a month or so before the end of your annual cycle so that our Billing team can help you downgrade to a monthly plan in a timely manner.

[natureherbalist]

Hi kimi yes the ticket is
39984089.
Thanks for your help.

[Kimi]

@natureherbalist 

Thanks for sharing that ticket number with me. I've relayed it to the most appropriate internal team so that they can review the interaction and leave feedback, where necessary, to the Support Advisor who handled your interaction.

I appreciate you reaching out to us about this matter and sharing your feedback in regards to your support experience with us. Feedback like this keeps our Support team accountable, and ensures that we continue to support merchants and the wider Shopify community in the highest quality possible.

Thanks again!

[natureherbalist]

Thank you so much for you help Kimi