Can I get a refund for a closed store subscription?

Shopify Discussion
1

Hello,

My store has closed down months ago and I have tried to stop my Shopify store subscription however I see that I have got charged recently while looking at my bills, may I know if it is possible for me to get a refund?

Thanks!

2

Hi, @dztt09 !

Sophia here from Shopify. I’m sorry to hear that you received an unexpected charge.

In order to confirm whether this was a Shopify subscription charge, it would be helpful to know the following:

  • whether you followed the steps outlined here to close your store
  • how long it has been since the store was closed
  • whether you received an email about the invoice
  • whether there is an 8-9 digit invoice number on the statement descriptor for the charge

It’s possible that a final invoice was issued if you were in the middle of a billing period for your subscription or for any paid apps that you may have installed on the store.

While I won’t be able to look into your account from this public space, our Support team is more than happy to help you ensure that the store is closed and review the charges with you to determine next steps. Please get in touch with our team through the Shopify Help Center so we can help you get this sorted. Thanks!

3

Hi Sophia,

There is loop when I am trying to go through the Shopify Help Center and since my store closed down, they don’t allow me to submit.

Would anyone be able to email me and get this solved?

Thanks!

4

Email tickets need to be generated through the Shopify Help Center, so I won’t be able to send one to you. However, clearing your browser’s cache might help with the loop issue you’re experiencing. Here are the steps to follow if you’re unable to login:

  1. Go to help.shopify.com/en/questions (also found under Support > Contact Support if you’re on help.shopify.com)
  2. Select Continue without logging in
  3. Enter the topic you need help with and click Search
  4. Scroll down to Get Support and click Continue

This should take you to the live chat and email options. If the browser is looping you back to the Shopify Help Center main page or search page, try clearing your cache or following the steps in an Incognito or private browsing window. Let me know how that goes.