Hey, [email removed]Prettytreasure! Welcome to Shopify Community!
I’d love to help you out. Are you referring to the former Codisto app which is now Shopify Marketplace Connect? If so, our support team will need to access your account and share it with our billing team to determine if a refund is possible in your case. Therefore, contacting our support team is the next best step here.
I understand you have had no success reaching our support team, so I’d love to help you with this concern and ensure you get the support you need. Before I continue, please make sure you uninstall the app in question as we can only look into granting a potential refund when the app is uninstalled. You can follow the steps on this page to do this.
Now, to try to fix the issue you’re experiencing when contacting our support team, could you please perform all the troubleshooting steps I shared in the solution above? A local issue may be preventing you from contacting our support team and one of those troubleshooting steps will fix the issue if so. After performing each step, you may attempt to create a support ticket to check if any of them fix the issue.
If the issue persists post-troubleshooting, please share screenshots or a screen recording of it happening so I can take a closer look and find a solution. I’ll be happy to help you further!