How to Cancel Shopify Billing.

The email that backs it up

Shopify Billing won’t action a cancellation from an email alone, use the fastest channel above for the cancellation itself. This email still earns its place: it puts your cancellation date in writing (your evidence if they keep billing) and it’s where the refund request happens.

1. Email the verified address

   support@shopify.com, the standard route for Shopify Billing.

2. Use a precise subject

   Subject: Cancellation Request, [your account email]

3. Send this template

   Hi Shopify Billing team,
   
   I'm writing to cancel the subscription on my account, [your account email].
   
   Please treat this as formal notice of cancellation, effective from the end of the current billing period. Under the FTC's Click-to-Cancel rule, cancellation must be available through a channel as simple as the one I signed up through.
   
   Please confirm by reply that the subscription has been cancelled and that no further charges will be taken.
   
   Best,
   [your name]

4. Wait for confirmation

   Wait 24 hours. If there's no response, send a polite one-line follow-up referencing the original request.

Shopify Billing plans you can cancel

• Basic

  The monthly price is $39. The advertised $29/mo applies only when you pay yearly, billed annually at $348. You cancel by deactivating the store under Settings > Plan, and the cancellation takes effect at the end of the current billing cycle. New stores start with 3 free days, then pay $1/month for 3 months before full price auto-applies.

  $39.00/mo
• Grow

  The monthly price is $105. The $79/mo rate applies only when billed yearly ($948/yr). You cancel with the same Settings > Plan > Deactivate store flow, effective at the end of the cycle.

  $105.00/mo
• Advanced

  The monthly price is $399. The $299/mo rate applies only when billed yearly ($3,588/yr). You cancel with the Settings > Plan > Deactivate store flow.

  $399.00/mo
• Plus

  Prices start at $2,300/mo. Plus stores cannot cancel themselves in the admin. Shopify's help center says Plus merchants must contact their Merchant Success Specialist to cancel.

  $2300.00/mo
• POS Pro (add-on)

  Costs $89/mo per location on top of the base plan. It is billed through Shopify, so check that it is removed before or when you deactivate.

  $89.00/mo
• Agentic

  No monthly fee. You only pay card or transaction rates when you make a sale in AI channels.

  $0.00/mo
• Pause and Build

  This is the reduced plan Shopify offers during the deactivation flow. Checkout is disabled but admin access stays, and it still bills $9/mo indefinitely. Third-party app fees and domain renewals keep charging. It is not a cancellation, and it is only available to stores already on a paid plan.

  $9.00/mo

What happens to what you’ve already paid

Shopify subscription plan charges (Basic, Grow, Advanced, Plus) are officially non-refundable under section 5.10 of the Terms. However, Shopify Support will review a refund request if you ask within 7 days of a monthly invoice, 30 days of an annual invoice or the first invoice after the trial, 14 days for SEPA Direct Debit payments, or 90 days for merchants in Brazil. Billing errors, duplicate stores and charges after a proper deactivation are the cases most often approved. Shopify App Store app charges and theme purchases follow separate rules: you request app refunds from the app developer through the app's 'Get support' button, and domains or apps billed outside Shopify are not covered at all.

“unless otherwise provided in the Terms of Service, you will not be entitled to any refunds of any Fees, pro rata or otherwise”

, Shopify Billing terms

Asking specifically for money back, not just a cancellation? See the dedicated Shopify Billing refund guide , same data, but framed around the policy + escalation paths.

Does Shopify Billing charge a cancellation fee?

Shopify Billing’s terms mention conditions worth checking before you cancel, see the plan notes and policy quote above for the specifics we found. In general: rolling monthly plans end at the period you’ve already paid for with nothing extra to pay, while minimum-term or contract plans can carry an early-exit charge until the term ends.

What doesn’t work for cancelling Shopify Billing

Based on 9 sources, Reddit, app reviews, and direct testing. Skip these and save yourself the loop.

• ✕ Emailing support@shopify.com to cancel or ask for a refund, Shopify stopped accepting incoming email at this address. Senders get an automated reply saying no ticket was created and pointing them to the Help Center live chat. A Shopify community rep confirmed the support email is no longer active.
• ✕ Calling Shopify's phone line to cancel, Merchants report the 888 number's voicemail sends callers to the Help Center. Phone callbacks only start from inside a live chat and depend on capacity. Only Plus gets priority phone support.
• ✕ Simply not using the store, or switching to Pause and Build, Shopify says not using your store during a billing period does not qualify you for a refund. Pause and Build still bills $9/mo plus any app and domain fees. Billing only stops after full deactivation.
• ✕ Assuming deactivation stops every charge, Apps that bill outside Shopify (directly via PayPal or Stripe), domains bought from third-party registrars, chargebacks and other stores on the same card can all keep billing after one store is closed.
• ✕ Downgrading mid-cycle to get money back, Shopify's refund page says a mid-cycle downgrade gives account credit toward future invoices, not a refund.
• ✕ Asking for a refund on the Shopify Community forum, Shopify staff on the forum say they cannot authenticate users or handle account-specific billing there. They always redirect to Help Center live chat.
• ✕ Requesting a refund weeks after the charge, Requests made after the 7-day (monthly) or 30-day (annual or first post-trial invoice) windows are listed as not eligible for review.

Cancelled Shopify Billing but still being charged?

Three common reasons, in order of likelihood:

• The cancellation didn’t actually complete. If you never received a written confirmation from Shopify Billing, treat it as not cancelled. Email support@shopify.com referencing your original request date and ask for written confirmation plus a refund of any charge taken since.
• You cancelled in the wrong place. Subscriptions started through the App Store or Google Play bill through Apple or Google, cancelling on Shopify Billing’s site doesn’t touch them. Check Settings → Subscriptions on iPhone, or Play Store → Payments & subscriptions on Android.
• Billing lag. A charge that was already in flight when you cancelled can still land a few days later. One trailing charge can be normal; two is not.

If they keep charging after a confirmed cancellation, that’s chargeback territory: dispute the charge with your bank citing “subscription cancelled, merchant continued billing”. The yoink app also flags this automatically, it keeps watching your inbox after a confirmed cancellation and alerts you if Shopify Billing charges again.

How Shopify Billing will try to keep you

Shopify Billing is a fighter. They typically respond with retention offers (discounts, free months, downgrades) and may ignore the first request entirely. Cite the law explicitly in your first email, restate your decision in any follow-up, and don't engage with the counteroffer, it's designed to extract a "maybe" out of you.

• They’ll say: “Pause and Build offer inside the deactivation flow: the 'Deactivate store' button first offers the $9/mo Pause and Build plan.”

  You say: I want to fully deactivate my store and end my subscription, not pause it. Please do not move me to Pause and Build. I'm clicking 'Deactivate store' again to confirm.

• They’ll say: “Chatbot wall: the Help Center virtual assistant repeats help articles before offering a human. Merchants whose store is closed often can't log in to reach chat at all.”

  You say: Type 'contact support' or 'account concern' and choose 'Chat with a Support Advisor'. If your store is already closed, open an incognito window, type 'contact support', pick 'I can't access my account', then connect to Account Support without selecting a store.

• They’ll say: “Blanket 'Shopify does not provide refunds' reply that cites Terms section 5.10.”

  You say: I'm aware of section 5.10. Your own help page 'Understanding Shopify's refund policy for plans' says requests within 7 days of a monthly invoice (30 days for annual or first post-trial invoices) are eligible for review. My invoice #[number] dated [date] is within that window. Please escalate it for a billing review.

• They’ll say: “Store credit offered instead of a refund.”

  You say: I'm closing my store, so credit is of no use to me. Shopify's help center says credits expire 60 days after deactivation. Please refund invoice #[number] to my original payment method.

• They’ll say: “Blaming 'secondary stores' or an incomplete closure for charges after deactivation.”

  You say: Please list every store linked to my account email and payment card, confirm each one is deactivated, and refund charges billed after my deactivation date of [date]. I have the closure confirmation email.

Your rights when cancelling

The law where you live is the strongest hook, lead with it when you contact the company.

Delete your Shopify Billing account (not just cancel)

Cancelling stops the billing; deleting removes your account and personal data. Do them in that order, deleting an account with an active subscription can leave the billing running with no way to log in and stop it.

If there’s no delete option in Shopify Billing’s account settings, email support@shopify.com with the subject Account deletion request, [your account email] and ask for your account and personal data to be erased under state privacy laws such as the CCPA. They’re typically required to act on it, most companies complete erasure within about 30 days, and you should ask for written confirmation when it’s done.

Common questions about cancelling Shopify Billing

Money-back questions (windows, pro-rata, chargebacks) are covered in the Shopify Billing refund guide. Need a human for something else entirely? The Shopify Billing contact guide lists every channel that actually answers.

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