The App subscription continues to charge even after being cancelled

Shopify Apps
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Topic summary

App developer reports a billing error: a merchant installed the app, subscribed, then canceled the same day during a 14‑day trial, yet was later charged and their store became frozen over unpaid fees. The developer attempted to issue credits but lacks sufficient balance.

Suggested actions: another participant advises adding an in‑app refund option or maintaining enough credits to cover such cases, and to coordinate with Shopify for a workaround.

Latest update: developer contacted Shopify support and was told to open a ticket with the Shopify Billing team to remove the charge, but cannot find where to create a ticket in the Partner Dashboard and requests guidance.

Status: unresolved. Open items: how to submit a Billing ticket via Partner Dashboard; consider implementing refund/credit mechanisms in the app.

Note: An image is attached but not essential to understanding the issue.

Summarized with AI on December 15. AI used: gpt-5.
1

I am an App developer. We are experiencing a subscription billing issue:

A merchant customer had installed our App previously, and subscribed to a plan, and he cancelled it on the same day, our play has a 14 trail days. But later on, the customer was still required to pay the subscription fee.

Now the customer’s store has been frozen and they must pay the fees first, But he cancelled the play early on and did not use it. How should we handle this issue?

I have tried to send credit to the merchant to pay the subscription fee, but my account does not have enough credit.

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2

Hi @Visolleon

Your application should have a settings where you can refund the customer or at least have enough credits to cover these kinds of issues. You can try to coordinate with it Shopify team and see what workaround they can provide on their end.

3

Hi @SealSubs-Roan Thank you for your help. I contacted the Shopify’s support and they suggested that I should create a ticket and send to Shopify billing team for removing the charge. but I can not find the entrance of creating ticket from my partner dashboard. Do you know how to create a ticket from the Partner dashboard?