Billing and Subscriptions FAQ
This page answers common questions related to billing for all of the Ablestar apps. If you have any other questions please contact us, Shopify billing can be confusing and we are here to ensure everything is clear and fair.
General Billing Questions
How will I be billed for using the app?
You will be billed through your Shopify account. Charges will appear on your Shopify invoice as part of your regular billing cycle that you receive every 30 days.
Note that our billing cycle for the app might not perfectly align with Shopify's 30-day billing cycle. This could cause a charge to appear on your Shopify bill even after you have uninstalled the app. Get in touch if you have any questions or concerns.
Will I be charged after I uninstall the app?
No, you will not be charged after you uninstall the app. However, because the app's billing cycle may not align with Shopify's 30-day billing cycle, you might see a final charge on your Shopify invoice after uninstalling the app. If this occurs, rest assured that you can take advantage of our 30-day money-back guarantee. Refunds can only be processed after the Shopify invoice is paid.
When does billing start?
Billing starts once you have installed the app and activated a paid subscription plan. Once you accept the subscription, a charge for the next 30 days will be placed on your Shopify bill. Then recurring charges will follow according to your 30-day billing cycle.
Subscription plans
Can I change my subscription plan?
Yes, you can upgrade or downgrade your subscription plan at any time from the app settings
Navigate to the 'Settings' menu → click the 'Plan' option to update your subscription plan.
If you change during a billing cycle you might see a pro-rated adjustment charge or refund on your Shopify invoice.
What happens if I upgrade my plan mid-cycle?
If you upgrade your plan mid-cycle, you will be prorated for the new plan on the remainder of the billing cycle.
Billing issues
I was charged incorrectly. What should I do?
If you believe you have been charged incorrectly, please contact our support team immediately. Provide details of the charge and we will investigate and resolve the issue as quickly as possible.
How do I cancel my subscription?
To cancel your subscription, go to the app settings and select the option to cancel your subscription:
Navigate to the 'Settings' menu → click the 'Plan' option to update your subscription plan.
You will continue to have access to the app until the end of your current billing cycle.
Will I receive a refund if I cancel?
We offer a 30-day money-back guarantee. If you cancel your subscription within 30 days of purchase, you are eligible for a refund. Please note that refunds can only be processed after the Shopify invoice is paid. Contact our support team to initiate the refund process.
How are refunds processed?
Shopify provides us with two methods to refund app charges:
- Shopify app store credit
- Refunding the individual charge to your credit card or bank account
App store credits can be used against any app charge on your Shopify invoice and can be processed within a business day.
Note: that we can not offer app store credit as a refund for your first month's bill unless that invoice has already been completely paid.
After that we can request the refund through Shopify and your money should appear in your account within 3-4 business days.
Unfortunately we cannot remove pending charges from a Shopify invoice but we can refund them after they have been paid.
How can I contact support and get help?
Ablestar has a profound belief in simplicity and for that reason, we want to make sure that your experience with our product is simple, efficient and fast. We currently are unable to offer phone support however, we are happy to offer the following options to help guide you:
- Help Center: Try searching our Knowledge Base for keywords like “delete duplicates” or “error” to find relevant help articles
- Email: You can email us here for 24/7 support within a few hours
- Live Chat: Our chat icon is viewable from any Ablestar app view in Shopify, where you can search through knowledge base articles by keyword or click to email our support team
💡For faster resolution, make sure to specify the URL of your store and add screenshots to explain what view you are having trouble with.