Why was I charged $118 and how can I request a refund?

[AliceG]

I am on the free plan ($1/mo) through Jan 2024 but was charged $118 today. How do I request a refund? Also, DSers charged me $384 even though I deleted the account and app from my store. How do I get a refund from them. They are not responding.

Thank you,

Alice

[biznazz101]

You will need to contact Shopify Support, hopefully they can assist you with this.

I would think that they are app charges, not directly from Shopify but cannot say without accessing the store. Hope you get the charges sorted out!
@biznazz101 

[Kimi]

Hi, @AliceG.

For context, if you're on the extended $1/month trial, you won't be billed the full cost of your chosen subscription plan until the end of the paid trial period.

So to check where the $118 charge on your account is stemming from, can I get you to navigate to your Shopify admin > Settings > Billing, then scroll down to your store's Recent billing section please? If a recent bill is available, you can click on it to find more information about the specific charges that are included for that particular bill. From that same page, if the $118 charge is available it should state specifically what that charge is for. 

It's highly unlikely that the charge is for your store's subscription fee, but if it is, you can contact our live support team so that we can investigate why your account is being billed early, and figure out the next best steps for you in regards to this situation. You can get in touch with our team via the Help Center here, and by typing contact support in the chat box.

In regards to your DSers charge, I see you mentioned that you've attempted to contact their support team for assistance with this. This is the correct step to take, as third-party app charges and refund requests will need to be taken to the app support team directly for assistance. Can you confirm for me if you reached out to them via the email address listed under the Support heading at the bottom of this page? If so, how long has it been since you sent your email through to them? 

[AliceG]

Thank you, Kimi. I believe the $118 Shopify charge may be from apps but there is no breakdown. I had emailed my assigned DSer Rep yesterday with no reply and just messaged the email you suggested at the bottom of the page. Thanks for your help.

[AliceG]

Kimi, Here is the reply I received from DSers... I'm not sure how to do this but will figure it out.

Hi, there!

This is Vivian from DSers support team,

I hope you are doing well today.

I'm sorry you had a bad experience.

For questions about your need for a refund

Please send you're a compele Billing bill to me through "Shopify setting- -Billing", and we will contact the technical team to check it out and refund the fee for the days you did not use the plan. Look forward to your reply.

Have a nice day

Best regards

Vivian

DSers Support team

[Kimi]

Thanks for the update, @AliceG.

It sounds like they're wanting a screenshot of your billing page, specifically the details of the DSers charge that appears on your store. You should be able to locate this within the same section that I initially guided you to in my previous reply, and once you've located this on your end you can take a screenshot of this page to send to the DSers team.

If you're still unsure where the $118 charge is stemming from however, feel free to contact our live support team, as also previously mentioned. Our live support team can then authenticate you for the correct account in order to securely access your account information from their end to investigate the charge in more detail.