I selected “do not renew” and my card was still charged. I need a refund immediately. There’s a forum stating even if you select that option there’s a chance your card may be charged. Then that option should not be available!
Topic summary
A merchant reports being charged after selecting “do not renew” and requests a refund. The exact type of charge is unclear.
Key clarifications:
- For domains: turning off auto-renew should prevent renewal, unless the renewal process had already begun before the change. “Auto-renew” here refers to automatic domain renewal on the renewal date.
- For store subscriptions: there is no auto-renew toggle. Billing continues while the store remains active; to stop charges, the store must be deactivated.
Next steps provided:
- Use authenticated support for billing review and potential refunds via the Shopify Help Center link. Sign in, select the topic/issue, and choose from the available support options.
- If unable to sign in, use the alternative support link and choose “I still can’t access my account.”
Outcome/status:
- No refund issued within the thread. Resolution depends on identifying the charge type and completing support verification.
- Discussion remains open pending clarification and action through support channels.
Hi @JamieKP
Thank you for reaching out about this. Could you clarify what charge you received? If it was for a domain purchase, then disabling auto-renew should have stopped the domain renewal from processing unless it had already started when you enabled that option.
If this is for your store billing cycle, there is no option to disable “auto-renew” as you need to deactivate your store when you are ready to close it. If the store is still open, then billing will continue for your subscription.
For any support with billing questions or refunds, please reach out to our authenticated support channels. They have access to review the charges and can assist you further. To access our authenticated support, please follow this link: Shopify Help Center. Next, you will want to follow the on screen prompts to sign in, choose your topic and issue and at the bottom of the help articles provided will be all available support options.
If you are not able to sign into your merchant account, or have any issues contacting support through the steps I shared above, please instead use this link: Contact Shopify Support - Unable to sign into account and select the option “I still can’t access my account”.