Understanding Shopify's refund policy for plans

Shopify maintains a strict no-refund policy for Shopify plans as stated in section 5.10 of the Shopify Terms of Service. This applies universally across various circumstances including plan cancellations and deactivations.

Handling specific billing and refund scenarios

When dealing with plans on Shopify, you might encounter various scenarios where understanding the billing and refund policies is crucial. The following are some key situations and how to navigate them:

Plan cancellation: If you cancel your Shopify plan, then no refunds are issued for any remaining period post-cancellation.
Plan downgrades: Shopify plans are pre-paid. If you choose to downgrade mid-cycle, then your new plan will take effect at the end of your current billing cycle. Learn more about billing cycles.
Billing errors: In cases where you think there has been a billing error, you should contact Shopify Support. They will review your billing issue thoroughly and help you in resolving it.
Unexpected charges: If you want to avoid unexpected charges, then you should cancel your plan before the next billing cycle starts. Familiarize yourself with the process of deactivating your store to prevent any unintended charges.
Documentation for support: When reaching out to Shopify Support regarding a billing issue, have your account details, related billing statements, a description of the disputed transaction, and any pertinent documentation ready. This preparation helps streamline the support process.

Handling unused service claims

Because Shopify plans are pre-paid, downgrading mid-cycle will result in your new plan becoming effective only at the end of your current billing cycle.

Request a refund for unauthorized or incorrect charges

For information about resolving unrecognized charges of billing discrepancies, or requesting a refund for unauthorized or incorrect charges, refer to Resolving unknown charge issues on your Shopify bills.

Refund eligibility in the event of a billing discrepancy

Shopify's Terms of Service don't allow for refunds. However, if there is a proven error, then you can discuss this with Shopify Support immediately to review and address the specific issue with your bill.

Refunds for Shopify App Store purchases

For issues related to charges from apps bought through the Shopify App Store, these are managed directly with the app developer. Shopify does not handle refunds for these transactions, so you will need to contact the app developer directly to discuss any potential refunds.

Requesting a refund or credit for Shopify App Store purchases

When seeking a refund or credit for apps bought from the Shopify App Store, it's important to know the proper steps to engage with the app developer and understand the refund procedures.

How to request a refund or credit for Shopify App Store purchases

When you request a refund or credit for an app, the process can vary in the following ways depending on how the payment was handled:

Payments processed by Shopify: If the charge for the app was processed through Shopify, then the app's developer can issue a refund or give you a credit. Credits are applicable to future purchases in the Shopify App Store and documented on your subscription bill.
Payments processed externally: If the charge was processed outside Shopify, then the refund will be handled by the developer using the original payment method.

Always check the app's listing page or the developer's homepage for specific details on their refund policy as approval may depend on these terms.

Steps:

Visit the Shopify App Store and search for the app.
Click the app, and then click Get support.
Provide your information and a message regarding your request, and then click Send message.

Replies from the developer will be sent to the email address associated with your Shopify account.

Uninstalling an app

If you decide you no longer need an app, then you can uninstall it directly from your Shopify admin.

Refund policy for misspelled domains

Shopify doesn't issue refunds to merchants, including requests for refunds or credits for unused services, misspelled domains, or cases where merchants are ineligible for credits. For details on Shopify's refund policy, refer to Section 5.10 of the Shopify Terms of Service.

Understanding transaction fee policies

When you cancel an order on Shopify, the transaction fee associated with that cancellation won't be refunded to your account nor credited back.

Transaction fees are separate from Shopify Payments fees, which are taken directly from your payout. Learn more about fees and costs.

Contacting Shopify Support

You can reach out to Shopify Support through the Help Center Assistant. You need to be logged into your store's account to connect with a Support Advisor.