How to stop unwanted Shopify billing and get a refund?

Payments + Shipping & Fulfilment
1

Hello Shopify,

I hope this message finds you well.

I am writing this email in regard to questions I have for some bills that have been charged on my account.
More specifically, I have been charged twice in total, once for September 2023 and the other for October 2023 from Shopify in an amount of 32,00 $ USD monthly (so, a total of 64,00 $ USD in total this far). You may find attached the invoices (in a CSV format, PDF format wasn’t supported here), for your convenience.

This is completely unreasonable because I only signed for a trial subscription in the beginning and I was charged only 1 $ USD in a row for 3 months and this was totally fine. However, I never agreed to pay 32,00 $ USD. Especially when I don’t even have shopify and this you can verify from my instagram account that you can find by this username: kend.official. You can obviously notice that I am paying for a service that I am not using.

Can you please elaborate and solve this matter? Please explain to me how this subscription continued to charge me an amount of 32,00 $ USD from September onwards? How can I stop the subscription and can I get a refund for the two months I have been charged? Am I supposed to deactivate the store in order to stop the subscription?

Looking forward to your reply.

Kind regards,
Andi Keqi

2

Hi, @Andi33 .

Thanks for reaching out in our Community Forums about this.

For context, stores would be charged a subscription fee for their chosen subscription plan at the end of their 3 months extended trial period. The specific date for this charge would have been shown initially to stores on their billing page, when they confirmed and agreed to the 3 months for $1 extended trial, upon firstly signing up to the platform.

If you’d like to stop the subscription charges moving forward, you’ll need to deactivate your store by following the instructions in this guide. In regards to the funds that have already been charged to your account, while we don’t typically provide refunds as per Section 5.10 of our Terms of Service here, you can contact our live support team so that we can take a closer look at your account from our end and discuss any potential resolutions for your case.

To get in touch with our live support team, please navigate to our Help Center here, type contact support in the chat box, and follow the prompts provided by the chat assistant. We’ll be able to further assist you with this matter from there.