Why am I still being charged after cancelling all services?

Why am I still being charged after cancelling all services?

Ibraheem28
Visitor
1 0 0

Hello I recently have been charged and i have cancelled everything that i have with shopify i have been going over my statements and i saw shopify charged me.I would like to receive a refund. Lastly you have to make your cutomer service more accessible.

 

The reference numbers are 15265673220009054808727

55134423235800170772492

15265673265002229399074

55134423265800177308640 

I would appreciate if you stop charging me 

Reply 1 (1)

Summer
Shopify Staff
1366 322 235

Hey, @Ibraheem28! Welcome to Shopify Community!

 

I'd love to help you out with this billing concern. Have you had a chance to review and check that your store is cancelled? Since you're still being charged, it means your store is currently active. You need to follow the steps below to cancel your subscription and deactivate your store:  

 

  1. In your Shopify admin, go to Settings > Plan.
  2. Click Deactivate store.
  3. If applicable, then review the options to switch to the Pause and build plan, or start a new store.
  4. If you still want to deactivate, then click Deactivate store.
  5. Select a reason for the deactivation, and then click Continue.
  6. Enter your password, and then click Deactivate now.

 

This will stop further charges. 

 

If you confirm your store is already closed, the charge may be coming from another store of yours that is currently active. This typically happens when a store is left and is forgotten. You can try to locate it by using our Store Recovery Tool. Simply enter your email addresses there and check your inboxes. You will then receive an email containing the store information that's associated with it, if it is associated with an existing store. You can then log into the admin and follow the steps above to close it.

 

Now, if you are certain your store has been closed and you don't have another store that is active, we'll need to trace these invoices and see where they are coming from so we can stop the charges. If this is the case, you can head over to our Help Center and chat with the AI assistant to be connected with our support team. They will assist you further.

 

As for the refund, we don't provide refunds as per Section 5.10 of our Terms of Service, however, feel free to mention this to our support team and they can find out if they can provide an exception.

 

Let me know if you have other questions about billing and we can continue discussing here!

Summer | Social Care @ Shopify 
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