Subscription Refund

Payments + Shipping & Fulfilment

Topic summary

Main issue: Merchant reports being charged £144.78 after deactivating their Shopify account and requests a refund.

Timeline and details:

  • Account deactivated on 18 October after a £1 one‑month promotional period.
  • Stated renewal date: 21 October.
  • Despite deactivation before renewal, a charge of £144.78 was applied.

Support access problem:

  • The merchant cannot reach customer service via their account; messages “are not going through” and there’s “no option” to contact support.

Claim and expectation:

  • The merchant cites guidance indicating refunds apply when deactivation occurs before the renewal date.
  • They are requesting an immediate refund.

Status/outcome:

  • No resolution or response from support reported yet.
  • Key open item: Confirmation of refund eligibility and processing, and restoration of effective support contact.
Summarized with AI on December 16. AI used: gpt-5.
1

Hi

I’m having difficulty to get in touch with customer service. There’s no option on my account, messages are not going through.
I’ve deactivated my account on 18 October after the £1 one month period. The renewal date was 21 October, shortly after the deactivating my account I was charged £144.78. For what reason? The account is closed before the renewal date and no longer in use, why I’ve been charged.?

It says I should get a refund of it’s been deactivated before the renewal date. So I want my refund asap!