How To Request Subscription Refund

Shopify Discussion
1

I have not been using Shopify for well over 3 months now and recently I’ve received a hefty subscription fee that I did not knew I was still subscribed to. I am in some rough times now and this money is a great loss for me, I do not wish to grow my business anymore on Shopify, however I want to receive a refund.

2

Hi,

This is Richard at PageFly - Shopify Advanced Page Builder app.

I understand your frustration. Receiving an unexpected charge, especially during difficult times, is very stressful. Here’s a breakdown of how to approach getting a refund from Shopify and what factors might influence their decision:

1. Immediately Contact Shopify Support:

  • Gather Information:
    • Have your Shopify store name and the email address associated with the account ready.
    • Note the exact date and amount of the charge.
    • Document the date you stopped actively using the platform (if possible).
  • Contact Methods:
    • Shopify typically offers support via live chat, email, and phone. Visit the Shopify Help Center to find their current contact options.
    • Explain your situation clearly and calmly. Emphasize that you haven’t used the service for over three months and were unaware of the continuing subscription.
  • Request a Refund:
    • Explicitly state that you are requesting a full refund for the unauthorized charge.
    • Be polite but firm in your request.

2. Explain Your Situation Clearly:

  • Lack of Usage:
    • Explain that you haven’t logged in or used your Shopify store in over three months.
    • If you have any evidence of this (e.g., lack of orders, website traffic), mention it.
  • Unawareness of Subscription:
    • State that you were unaware the subscription was still active.
    • If you believed you had canceled the subscription, mention that and provide any details you remember.
  • Financial Hardship:
    • While not guaranteed to influence their decision, briefly and respectfully explaining your financial hardship might add context to your request.

3. Reference Shopify’s Refund Policy:

  • Shopify’s refund policy can vary. It’s essential to check their current policy on their website.
  • Look for information on:
    • Subscription cancellations.
    • Refund eligibility.
    • Timeframes for refunds.
  • Keep in mind that generally, digital subscription services are not required to give refunds for inactivity.

Hoping my solution helps you solve your problem.

Best regards,

Richard | PageFly