Dear Shopify Support,
I am writing to request a further review of the annual subscription charge applied to my account in September 2025.
I started a small business last year and have genuinely appreciated the tools and services Shopify provides to help small businesses establish and manage their online presence. My experience with Shopify has been positive overall, which is why I am hoping you may be able to reconsider this particular billing issue.
I recently discovered that I was charged for an annual Shopify plan in September 2025 that I did not intend to subscribe to or knowingly authorize as an annual subscription. Unfortunately, I did not notice the charge at the time and therefore did not raise the issue within Shopify’s standard dispute/refund window.
I would also like to clarify that I have an actual primary Shopify store that is fully set up and operational, with an active website and the store features I use for my business. Separately, there is another store associated with my account called “My Store.” I have not set up a website for “My Store,” do not operate a business through it, and have not logged into or managing that store. This should help distinguish “My Store” from my legitimate, operational Shopify store.
I would therefore greatly appreciate it if your team could review whether the September 2025 annual subscription charge was associated with “My Store” and verify how and when that subscription was initiated.
When I recently contacted Shopify regarding the subscription, I appreciate that your team was able to cancel the current plan and refund the September 2026 charge. However, I was informed that the September 2025 charge could not be refunded because of the time that has elapsed.
I understand that Shopify has standard policies and time limits for billing disputes. Nevertheless, I would sincerely appreciate it if this matter could be escalated and reviewed as an exception. I am not requesting a refund simply because I changed my mind about a plan. My concern is that I did not knowingly intend to purchase an annual subscription in September 2025, particularly for “My Store,” which I have not set up or actively used as an operational store.
I respectfully request a review of how and when the September 2025 annual subscription was initiated, including any available record showing authorization of the annual plan, and consideration of a full refund of the September 2025 annual subscription charge as a one-time exception.
I would greatly appreciate Shopify taking into account that I raised this issue as soon as I became aware of it, that the 2026 renewal has already been canceled and refunded, and that I am a small-business owner who has valued using Shopify’s platform for my actual operational store.
If the first-level support team does not have the authority to approve an exception for the 2025 charge, I would appreciate it if my request could be escalated to the appropriate billing team for further review.
Thank you very much for taking the time to reconsider my request. I sincerely appreciate your assistance and look forward to your response.
Best regards,
Shopify Customer