Refund requested for an auto-charged Shopify subscription on a store unused for nearly a year, with financial hardship due to cancer-related expenses and no immediate plans to resume.
Community guidance: This forum isn’t the channel to resolve billing; use the Shopify Help Center for support.
Official update: A Shopify staff member noted refunds aren’t generally provided but can be reviewed case-by-case.
Required steps before review:
Deactivate the store: in the admin, go to Settings > Plans > Deactivate Store and follow the prompts.
Submit the request via authenticated support in the Help Center, using the account owner’s login.
Status: No refund granted yet; outcome pending Shopify’s review after deactivation and contacting support. The discussion remains open-ended with next actions clearly outlined.
I had an account last year to sell Tshirts and raise money for a family member who has cancer.
we haven’t used the site in almost a year and don’t plan to use it in the near future.
I was auto charged for the subscription that I didn’t realize we had. It just went through today and I need a refund. All of the money went toward supporting the family for cancer treatments and we don’t have money to pay the unneeded subscription.
we love the platform and will probably use it again just not at this time.
Thank you for reaching out about this and for sharing those details. I am sorry to hear of your family’s fight with cancer. I definitely understand if you wish to close your store on the platform if it is no longer in use. While Shopify does not generally provide refunds we are happy to review situations on a case by case basis. In order for us to review the business eligibility for a refund you will want to make sure the store is deactivated and that you reach out through the account owner account when making your request.
To close the store please sign into the store admin and go to Settings > Plans > Deactivate Store. Follow the prompts to ensure the store is closed. Once that is done, please reach out to our authenticated support in our Help Center to request a refund review.