Need help how to cancel my subscription and get refunded

Shopify Discussion

Topic summary

Multiple users report unexpected charges from Shopify, primarily for stores still in development or recently cancelled. The main issues include:

Common Problems:

  • Automatic billing after free trials end, even for undeveloped stores
  • Charges occurring without email confirmation or warning
  • Difficulty contacting Shopify support through their help center
  • Accidental selection of annual plans instead of monthly subscriptions

Shopify’s Response (via Lulu & other support staff):

  • Users must cancel stores before trial periods end to avoid charges
  • Refunds may be possible if stores are cancelled within 3 days of billing
  • Development status doesn’t affect billing—all active stores are charged after trials
  • Users must verify account ownership via email before refund reviews

Cancellation Process:

  • Navigate to Settings → Plans and permissions → Close my store
  • Support cannot cancel stores directly due to security protocols

Current Status:

  • Several users await refund decisions from Shopify’s financial department
  • Support acknowledges higher-than-usual contact volumes causing delays
  • Per Terms of Service (Section 5.10), refunds aren’t guaranteed but are reviewed case-by-case
  • Multiple unresolved cases remain in the thread with users seeking assistance
Summarized with AI on October 27. AI used: claude-sonnet-4-5-20250929.
3

Hi Lulu,

I’ve already close the store (September 2, 2020). Please note that this is cancelled within 3 days of invoice (Bill#87536726). Its billed for cycle August 31, 2020.

As I’ve mentioned to my post earlier, the store is still in development and were testing Shopify if it will be the best platform to use for E-commerce. It will be best if your team can check also the status of store before automatically deducting fee to make us more at ease with using your services.

Please help to refund the money deducted to my account.

Thank you and hoping for your immediate action.