I received a special offer for $1/mo beginning Sept.2023 for 3mo after which (beginning December 2023) my yearly Basic Plan would start at $349/yr. Despite this I received a notification from PayPal that a payment of $372 was made to Shopify today, October 23,2023. Is this normal??
Topic summary
Unexpected billing during a $1/month for 3 months promo. The merchant expected the Basic annual plan to start in December 2023 at $349/year, but PayPal showed a $372 charge on October 23, 2023 (roughly two months early).
Plan and pricing details: Shopify staff confirm the promo is $1/month for the first three months, then full price for the selected annual plan. They cite Basic Annual as $348/year (slightly different from the merchant’s $349 figure).
Support guidance: Community members advise contacting Shopify support and reviewing PayPal. The merchant says a phone number they tried was “not in service.” Shopify staff direct users to create a support request via the Help Center link and to review Admin > Settings > Billing > Recent bills for charge details.
Additional reports: Another user states they have the same issue and requests follow-up.
Status: No resolution yet. Action items are to open a Help Center ticket and verify recent bills in the Shopify admin. Key questions remain on why the amount was $372 (vs. $348–349) and why the annual charge occurred in October before the promo period ended.
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It seems like there might be a discrepancy between the special offer you received and the payment you made to Shopify. I recommend reaching out to Shopify’s customer support or your PayPal account to inquire about the payment. They should be able to provide clarification on the amount and billing details, ensuring you are charged correctly according to the special offer terms.
Are you new into online store setup?
Yes, I’m new. I reached out to PayPal today and was advised to contact Shopify but when I called customer service ( 888.746.7439 ) I was told the number was not in service.
Hi, @AyaanRen .
Welcome to the Shopify Community.
I understand you’re currently on the $1/month for 3 months extended trial and have selected the Basic Annual Plan for $348/year. However, you mentioned that you were billed today for $372.
I would like to advise that merchants can select either the Starter, Basic, Shopify, or Advanced plan with an annual billing cadence and pay $1/month for the first three months of your subscription. After the $1/month for three months extended trial, you’re automatically switched to full price for your selected plan.
I’d like our team to take a closer look to ensure there are no issues in regard to billing. To connect with a member of our team, you can create a support request via the Shopify Help Center. Additionally, you can also take a closer look at the charge by going to your Shopify admin > Settings > Billing section and scroll to the Recent bills section.
If you have issues navigating the Help Center, please share your questions here, and I’ll be happy to take a look.
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Hi,
Im having the same issue. can someone follow up with me please