store frozen by application kudosi.ai

Shopify Apps

Topic summary

A merchant encountered billing issues with the Kudosi (Ali Reviews) app after their Shopify store was frozen due to unrelated reasons.

Key Problem:

  • Store became inaccessible, preventing admin panel access
  • Unable to uninstall apps or manage subscriptions
  • App charged for a new billing cycle despite no usage or access

Support Response:

  • Multiple contact attempts received only generic, repetitive replies
  • Support stated the app should have been uninstalled before trial ended
  • No flexibility offered for the frozen store situation

Merchant’s Concern:
Apps should have more flexible policies when stores are frozen and inaccessible, particularly when no service is actually delivered or used during the billing period.

Status: The merchant is seeking community input on whether others have faced similar situations and whether Shopify has mechanisms to prevent billing when store access is lost.

Summarized with AI on October 28. AI used: claude-sonnet-4-5-20250929.
1

Title: Issue with Forced Billing After Store Closure – Need Help

Hello Shopify Community,

I would like to share an issue I faced with the Kudosi (Ali Reviews) app to seek guidance and highlight a concern.

After starting a free trial, my store was unfortunately frozen due to unrelated reasons, and I could no longer access the admin panel to manage or uninstall any apps.

Despite this, the app charged me for a new billing cycle. I contacted the support team multiple times to explain that:

  • I couldn’t access my store.

  • I didn’t use the app during the charged period.

  • I was requesting cancellation or assistance.

The responses I received were generic and repetitive, without any attempt to offer real help. I was told I should’ve uninstalled before the trial ended, even though I had no access to do so.

I understand the app has policies, but in cases where a store is frozen and inaccessible, there should be more flexibility or cooperation — especially when no service was delivered or used.

I’m sharing this to see if other merchants experienced similar issues and if Shopify has any solution to prevent apps from billing users who no longer have access.

Thank you,
Amin