Can I get a refund after cancelling my monthly plan?

Shopify Discussion
1

Hello! I recently closed my store, but was charged the renewal fee for the monthly subscription despite deactivating my account on the last day before the new period should have started. Is it possible to get a refund?

2

Hi, @ash08 .

Welcome to the Shopify Community and thanks for sharing your question here.

I understand that you were billed after closing your store and are requesting a refund. As per Shopify’s Terms of Service - Section 14.10 we do not issue refunds. However, our support team may be able to take a look at your account/information and review this. I recommend creating a support request via the Shopify Help Center in order to be authenticated.

Below I’ll list the process on how to create a support request.

How to create a support request:

  • Navigate to the Shopify Help Center and log in to your account.
  • Select Account from the topics provided.
  • Select Pause or close your store from the subtopics provided.
  • On the following page, scroll down to Get Support and select one of our available support options.

When deactivating your Shopify store, please ensure you’ve checked the following:

  • If you have any third-party apps that have your payment information outside of Shopify, then cancel your service with those apps to avoid being billed externally after you deactivate your store.

  • If you have a custom domain that you bought through a third party, then you can remove it from your store using your Shopify admin. If you don’t remove your domain from your Shopify store before deactivating it, then you might not be able to use it for another website.

  • Make sure to turn off auto-renewal for your custom domain on your registrar’s website to avoid unexpected charges.

More information for closing your store on our pausing or deactivating your store resource.

Let us know if you have any further questions!

3

Hello! I actually submitted an email support request 2 days ago and still have not received a response. Should I submit another one?

4

Thanks for your reply, @ash08 .

If you’ve already submitted a support request, I recommend replying directly to the existing ticket you have open. Our team thoroughly reviews each ticket to ensure we are providing you with the most accurate information and the best next steps. Please keep an eye out on your inbox, spam and junk folder for correspondence from our team.