Refund

Shopify Discussion

Topic summary

A user reports being charged R$105.56 (USD $19.00) after canceling their Shopify plan. They claim they canceled the service the month following their initial purchase but were unexpectedly billed again despite no further activity on their account.

Requested Action:

  • Full refund of the unauthorized charge
  • Investigation into why the charge occurred post-cancellation

Support Response:
A community moderator acknowledged the concern and suggested possible causes:

  • The store may not have been properly closed following official procedures
  • Another active subscription might exist on the account

Next Steps:

  • User should visit the Help Center to create a support ticket via AI chat assistant
  • Support advisors will investigate the account and determine the charge source
  • Proper store closure should prevent future charges

Status: Unresolved - awaiting formal support ticket and investigation.

Summarized with AI on November 9. AI used: claude-sonnet-4-5-20250929.
1

Dear [Shopify],

I am writing to express my concern regarding an unauthorized charge on my account. Last month, I purchased a plan on the Shopify platform, however, I canceled the service the following month. To my surprise, I was charged again on the subsequent account, even though I did not engage in any further transactions or activities.

The amount wrongfully charged was R$105.56 / USD 19.00. I would like to request a full refund of this amount, as I did not utilize the services offered and canceled the subscription within the stipulated timeframe.

I kindly ask that the relevant team review my request and arrange for the refund as soon as possible. I hope this matter can be resolved promptly and transparently to avoid any further inconvenience.

Thank you in advance for your attention and cooperation.

Sincerely, [Lucas]

E-mail: [email removed].

CPF : ..*-

Account bank: ****- / agency : ****

2

Hey, @Lucasv25 . Welcome to Shopify Community!

I understand you have a concern about a subscription charge. We would love to help you with this and investigate how the charge went through despite cancelling your subscription. Once you close your store by following the appropriate steps in doing so, no charges should go through anymore. There’s a possibility that the store was not successfully closed or that there’s another active store where the charge is coming from. Don’t worry, our support advisors will find out and ensure you will no longer be charged.

From here, I suggest visiting our Help Center to create a support ticket. Please start a chat with the AI assistant so it can connect you with one of our support advisors who will take a look at your account.

If you need help with anything else, don’t hesitate to create a post on Shopify Community again!