We attempted to cancel our Shopify Plus account but have no ability to do so. By phone call we attempted to downgrade before we were charged and we never received the confirmation email, thus we were charged the full amount. All we want is to downgrade our account and receive a refund.
I have reached out three separate times now to support with no one contacting us back. Once by phone and twice by chat. We have not received any emails to confirm the downgrade (even after asking to CC the email to a second email account) and our account success manager has not reached out to us at any point since signing up, even after a chat support agent said they would notify them to call us.
I have gone to Settings >Plan and there isn’t even an ability to pause or deactivate our store (picture included as proof) and yes I am logged into the admin account.
We are at the end of our rope and I have to admit, this is not how I imagined Shopify to be. Can someone please tell me if I am missing something? How can I downgrade our account?
We are having the same problem. Initially, support told us we could downgrade and gave us options and said just let them know when we were ready to cancel or downgrade. Called back 6 months later to downgrade - was denied downgrade despite proof of earlier conversation. What’s worse, we were denied cancellation/termination requests despite them knowing that we didn’t have enough cash on hand to cover our payment and despite it being within our contractual terms of service to terminate for the reasons we provided. They drained our bank account anyway, and we’ve had to pursue legal action as our Terms of Service clearly state Termination is allowed for, essentially, going out of business.
I’ve been appalled - we are a small business, didn’t really understand what we were getting ourselves into and had Plus on the bad advice of a brand and web consultant. Then, we were blatantly lied to by several Plus agents who even admitted that their agent gave us the wrong info but that they didn’t have to be held accountable to that.
My advice is to get an attorney and go directly to their legal department with any questions if you find yourself without any money to pay your Plus bill. The agents will literally lie to you and try to keep you from speaking to the legal team. Good luck.
