Main issue: A merchant reported being unexpectedly charged by the third‑party “Jubilee” app after requesting cancellation during a free trial and receiving confirmation. Attempts to contact the app developer since Oct 19, 2023 allegedly went unanswered.
Key details and timeline:
Merchant shared the app link and prior support ticket numbers. They issued a 48‑hour ultimatum and said their store was temporarily shut down due to the billing issue.
Shopify staff asked for specifics and noted standard support can’t mediate third‑party app billing, though cases can be escalated to Partner Support.
Latest update/outcome:
Shopify removed the charges from the merchant’s bill “this morning,” allowing them to regain control of the store.
Ongoing concerns:
Merchant alleges deceptive UX (e.g., hidden live chat send button) and poor responsiveness from the Jubilee app. They urge caution to others.
Broader feedback: Shopify’s partner/app support and escalation process needs improvement, as multiple escalations initially produced no resolution.
I want to emphasize that it is your responsibility to address this issue promptly, especially since I am seriously contemplating changing to another platform. I also want to make it clear that I will not pay for anything, including my Shopify plan, as I am currently unable to do so.
I must stress that I have already reached out to Shopify multiple times in an attempt to resolve this problem, yet no solutions have been provided. This situation has left me deeply frustrated, as I have been trying to contact the Jubilee app developer since October 19, 2023, without any response.
I need an immediate solution to the issues I’m facing with the app. As a loyal customer of Shopify, I have high expectations for service and support. I urge you to intervene and ensure a prompt resolution to this matter. If I don’t receive a satisfactory response within the next 48 hours, I will have no choice but to explore alternative solutions for my store.
Time is of the essence. Your swift action is crucial.
Thank you for reaching out and for sharing your experience with the Jubilee app developers. From your post it sounds like you are having issues with connecting with an app developer to resolve an issue you are experiencing with their app.
Can you share some more information on what is happening and the issue you are trying to get resolved? Also, if you can, a link to the app in the Shopify App Store so that I know which app you are referring to. I am happy to help if I can.
The ticket number is 42439661 and i have other tickets because i have tried to contact shopify support so many multiple timesss
After installing the app to evaluate its features and contacting their support team immediately, expressing my intention to use the app for another store and requesting the cancellation of my free trial and plan, they proceeded to charge me $140 without further communication. Despite my attempts to reach out to them, I have received no response.
This unexpected charge left me frustrated and disheartened, especially as I had communicated my intentions and received confirmation of the cancellation. To exacerbate the situation.
The lack of responsiveness from their support team and the subsequent unanticipated charge have created a sense of disappointment and dissatisfaction with their service and has affected my overall experience with the app.
Please let me know if there is any further information needed to address these concerns. Your continued support and assistance in resolving this matter are highly appreciated.
Thank you for those details. When you connected with our support team, did they escalate this to our partner support for further assistance? Our standard support will not be able to assist in mediating this issue for you as billing and app fees are handled by the app developers themselves. In unique situations they may be able to escalate to our app and partner support team to review the level of support the app is offering.
I’m thrilled to report that Shopify has directly removed the charges from my bill this morning.
The stress and challenges I faced during this period were truly overwhelming. My store was even temporarily shut down due to this issue, causing significant disruption and distress. It’s reassuring to know that Shopify took direct action to address the issue, allowing me to regain control over my business.
This experience has also highlighted the need for improvements in Shopify’s partner program. I believe that there is a substantial opportunity for enhancing the program to better serve both partners and users. As a loyal user of Shopify, I hope that my feedback can contribute to the continued improvement of the platform and its partner services.
Shopify advisors consistently informed me that billing and app fees are primarily the responsibility of app developers, and Shopify has limited control in such situations. It’s clear that there is room for improvement in streamlining this process and providing more effective support to users like me who may face similar challenges in the future.
For Escalating my Problem, Shopify advisors consistently told me that the issue would be escalated for resolution, but regrettably, no solution was forthcoming. This has underscored the need for a more efficient and effective process in dealing with such issues.
I also want to emphasize a critical point. The Jubilee Makeup Cosmetics App has proven to be an absolute nightmare. Anyone considering using this app should proceed with extreme caution or, better yet, avoid it altogether. My experience with it has been nothing short of catastrophic, and I wouldn’t wish these challenges on anyone. They charged me for not using the app, hid the send button in their live chat using a deceptive add-on, and to top it all off, they have the worst support service I’ve ever encountered. Their lack of responsiveness and assistance has only exacerbated the challenges I’ve faced. Anyone considering using this app should proceed with extreme caution or, better yet, avoid it altogether. My experience with it has been nothing short of catastrophic.