I was reviewing my subscription charges from Shopify over the last 3 months and have been overcharged. Can someone from Shopify please help me with this?
Topic summary
Multiple merchants report unexpected billing charges significantly higher than anticipated. Common issues include:
Main Complaints:
- Charges appearing double what was expected (e.g., $900+ instead of ~$30-40/month)
- Duplicate charges within short timeframes
- Discrepancies between promotional trial pricing ($1/month) and actual charges
- One user reports being charged $105/month instead of expected $25, then $399/month
Shopify Support Response:
Ava from Shopify Support suggests checking Settings > Billing for invoice breakdowns. Common causes identified:
- Accidental selection of annual billing cycle instead of monthly (annual plans charge ~$850 upfront but save 10%)
- App subscriptions that weren’t cancelled before free trials ended
- Transaction fees from multiple orders
Resolutions:
- One merchant discovered they were already refunded $852 after previous contact with support
- Another user reports support abandoned their chat without resolving the issue or processing refunds
The thread remains active with unresolved complaints about billing transparency and customer service quality.
Hi, @HWHR !
I’m Ava from Shopify Support, I’d like to look into this further for you now.
When it comes to billing, we try to be as transparent as possible so you understand what you are paying for. So I’d like to gather some more context on your recent invoices! If you go to Settings > Billing, you can see your recent bills. If you click on any of your invoices, you’ll see a breakdown of what you were charged for. In cases like this where a merchant sees some overcharging, it can sometimes come from an app that was not deleted before the free trial period ran out. Or it can sometimes come from transaction fees for lots of orders at once!
Are there charges there in your Billing section you’re not sure about? When did you notice the extra charges showing up? Are the extra charges for the same amount each time?
Once I have a little more information, we can take things from there. Speak soon!
Ava
Social Care | help.shopify.com
Hello hoping someone can help please
I think I’ve been charged 2x for month of June
Other months its just been the 31.90 once .and in space of 4 days I’ve been charged twice
Please can someone look into this for me
Thank you
I need a response too! I thought I was supposed to be charged by the month and I just got a charge for nearly $1000! WTF Shopify?
I don’t know how you people do your math, but $29.95 plus $9.95 in app fees is not over $900! Even if you charged me by the year the bill would not be nearly $1000! I am so pissed at you people right now and I demand better customer service than this! So does everyone else who’s getting ripped off!
Hi, @hushpuppydog ,
I’m so sorry to hear that! I can understand the frustration here. Could you check in the admin section if you selected a monthly billing cycle or an annual cycle? Judging by the price you’ve mentioned, it sounds like you may have selected the Shopify plan on an annual billing cycle. The Shopify subscription plan is $79 USD per month, but if you decide to be billed on an annual cycle instead of monthly, the fee is roughly $850 USD (as you save 10% on annual billing).
Could you go to Settings > Plan and let me know what your current subscription plan is? We can take things from there!
Ava
Social Care | help.shopify.com
It says,
Basic Shopify
But, you charged me $850 30 to 90 days ago
I’m sorry. You are not overcharging. It appears we did speak to you about this and the $852 was refunded. I was just not aware of it as I should have been.
SHOPIFY* 11955574 09/28 REFUND ELK GROVE VIL IL DEBIT CARD *****.
1 Like
No problem at all, @hushpuppydog !
I’m glad you found a solution to this, and that you were refunded for the subscription plan. Do let me know if you have any further questions on your billing, or setting up your Shopify store in general! How are you finding the set-up process so far?
Absolutely ridiculous, I supposed to be charged $1 a month, after 4 months why am I being charged $900?!? Nobody has even bought anything from me!!! How do they expect me to pay that off???
Yeah I signed up for the trial too and expected to pay $25 a month, they charged me $105 per month 6 months without me noticing and then $399 per months for 1 month.
Contacted them and the support staff just left the chat wihtout after skipping the questions and wihtout at least changing the plan and refunding the remaining days.