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:
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I couldn’t access my store.
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I didn’t use the app during the charged period.
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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