How to Dispute a Billing Charge on Shopify**

If you believe you were incorrectly charged for an app subscription on Shopify, it’s important to follow the correct process to dispute the billing. Here’s a step-by-step guide on how to request a review and the information you’ll need to provide.

Gather Required Information

To submit a dispute, ensure you have the following details ready:

1. Store URL – This is your unique Shopify store link in the format domain.myshopify.com. You can find it at the top of the General tab under Settings in your Shopify dashboard.

2. Exported Shopify Bill – A copy of the bill showing the charges in question. You can generate this in your Shopify Admin > Settings > Billing section. If you're unsure how to export it, refer to the screenshot guide provided by the app developer.

Export The Bill as a PDF and Send To Our Support Team

Having these details on hand will help speed up the review process.

3. Submit this information to our support. You can do this by emailing Support@AdTrace.ai or send this in a chat window from our interface.

Understanding the Review Process

Once we receive your request, we will typically review the following:

• Whether the app installation was approved before charges were applied.
• If the app was used for its intended purpose during the billing cycle.
• If any refund policies or cancellation fees apply.
• Processing time - minimum of 5 business days to max of 2 weeks.

We’re Here to Help!

At Adtrace, your satisfaction is our top priority. While Shopify’s Terms of Service note that app charges are not automatically refundable, we strive to be as flexible and understanding as possible. Depending on your situation, we may offer refunds or waive fees as a gesture of goodwill. In some cases, a small cancellation fee may apply to cover data usage. Please don’t hesitate to reach out—we’re always happy to work with you to find the best solution!

Updated on: 04/03/2025