Can I get a refund after pausing my ecommerce plan?

[Iuliann]

Hello, my account was charged today $29.00, i bought a plan on 18 november at 12:30 PM and i wanted to cancel the plan today, but i was charged on 18 december at 10AM and i can no longer cancel it, so i put my store on pause and now i don t even have the 30$ plan anymore, is there a way i could get a refund? I really need that money i am a student and $30 really does matter.

[Cal]

Hey @Iuliann!

Cal here from Shopify, thanks for reaching out to us. I can definitely investigate this with you. 

The first step would be to entirely cancel your store. We wouldn't be able to close the account in full for you here, however, you should be able to close the account by following the steps below:

1. Log in to the admin section of your store.
2. Click on Settings.
3. Next, click Plan and Permissions.
4. From there, Scroll down to the bottom of the page and click "Close my Store".

Once the store is canceled, you can share the MyShopify URL of the store with me here, and I'll investigate that refund for you, and reach out to you via the account owner's email. 

Thanks!

[Iuliann]

i can't close it, i already paused it as soon as i was charged 29$ and to reactivate it i must again pay 29$, thats why 😕 i kinda can't do anything right now, 29$ already paid and no plan literally

[Cal]

Please share your MyShopify URL so I can take a look at the account. In all cases, the account must be canceled prior to any investigation into refunds. We cannot issue a refund on an active store. The pause plan is still an active plan. 

I'll know more when I take a look at your account. Thanks. 

[Iuliann]

wavelinkglobal.myshopify.com

[Cal]

If you've been invoiced today for a bill, are you sure that you are being prompted for a further 29USD to reactivate your store? Could you share a screenshot of this for me to show my team here.

Thanks! 

[Iuliann]

[Cal]

If you have been invoiced successfully today, you will have been issued store credit. If you choose the Basic plan on that window, you won't be billed again and will instead be deducted credits. Once you have access to the store, please cancel it. As soon as it is canceled I can investigate immediately refunding that invoice for you. 

Thanks! 

[Iuliann]

[Cal]

Thanks, I've emailed the account owner with more information on this request. 

[Iuliann]

Hello again, i received that mail saying that i would get a refund (or that s what i understood) but the money didn t come yet, is there a waiting time?

[Cal]

Hi! Yes indeed, it may take the banks some time to process a refund. The weekends also slow up transfers. 

Please do touch with us if you haven't seen the refund appear in 7 working days! 

[Iuliann]

Hello, 7 days in and i still didn't get the money back.

[Cal]

Hi @Iuliann, I can understand why you'd be concerned but I imagine it's the time of year. I can confirm the refund was issued. Please do keep us posted.