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Conversation 215473950114782 — The Gut Cø ⭐⭐⭐⭐⭐

🔗 Open conversation in Intercom · 🔗 Open review ticket · 🔗 Visit Shopify store

Overview

  • Merchant: pernille jensen — pernille@thegutco.com.au (personal business email (likely the founder or a named employee))
  • Store: thegutco.myshopify.com · 🌍 Sydney, New South Wales, Australia
  • App: Subi
  • Channel: customer_initiated · Language: English

Store profile

  • Shopify plan: Basic
  • Currency: AUD
  • Store created on Shopify: 2020-02-17
  • Public review score (StoreLeads): 3.0 (2 reviews)

App usage — Subi

  • Subi plan: Subi — $4.99/mo
  • Installed on: 2026-04-29 08:19:29 UTC
  • Install to conversation start: 12 days after this conversation
  • Uninstalled on: 2026-05-12 01:39:30 UTC ⚠️

Summary

Merchant Pernille Jensen initially reported that subscription orders were incorrectly receiving free shipping; this was traced to migrated contracts inheriting a $0 shipping fee from their original app. The merchant then uninstalled Subi but subscription contracts continued to charge customers upon reinstall due to an automatic background sync, which the support agent had incorrectly assured would not happen. Pearl bulk-cancelled all contracts, issued full refunds for erroneous charges including an annual plan fee, and escalated a Jira bug ticket, ultimately providing a corrected technical explanation of the reinstall-and-charge behaviour.

"I can see subscriptions are going through form SUBI, this is unacceptable, even after we have deleted the app."

Timeline

event time (UTC) from start from handoff
Conversation started 2026-04-16 22:21:02 +0s —
Handed to human (Pearl) 2026-04-17 02:10:21 +3h 49m +0s
First reply to customer 2026-04-17 02:13:21 +3h 52m +3m 0s
Review requested by Pearl 2026-04-27 02:21:45 +10d 4h +10d 0h
Conversation closed 2026-05-06 12:05:51 +19d 13h +19d 9h
Review posted ⭐⭐⭐⭐⭐ 2026-04-29 01:30:29 +12d 3h +11d 23h

Issues raised

# Category Sub-category What was asked Resolved
1 Technical Bug Free shipping applied to migrated subscription contracts Merchant reported all subscription orders were receiving free shipping despite not being configured for it in Subi. yes
2 Technical Bug Subscription contracts charging after app uninstall and reinstall Merchant reported that subscription contracts resumed charging customers after the app was uninstalled and reinstalled, contrary to agent assurances. yes
3 Billing Refund for erroneous subscription and plan charges Merchant requested refunds for charges that went through after app removal, including an annual plan fee and May 1 subscription transaction fees. yes
4 Technical Bug Unexpected charge on dormant customer account Merchant flagged a customer (Camille) who had not subscribed since 2023 being charged and sent a parcel unexpectedly. partial
5 How-To / Setup Bulk cancellation of subscription contracts Merchant needed all active subscription contracts cancelled in bulk after deciding to stop using the app. yes

Fin AI

Did not participate.

Review request

  • Asked: Yes — +10d 4h after conversation start (+10d 0h after human handoff)
  • Requested by: Pearl
  • Merchant agreed: yes

Review received

⭐⭐⭐⭐⭐ 5 / 5

  • Posted: 2026-04-29 01:30:29 UTC
  • Time from ask to review publish: +1d 23h
  • Time from conversation start to publish: +12d 3h
  • Match method: ok
  • Shop name on review: The Gut Cø
  • App listed on review: Subi Subscriptions App

Review text: (empty — merchant only gave a star rating, no written feedback)

Statistics

  • Messages: 104 (40 customer, 85 admin)
  • Internal notes: 12
  • Word count: customer 1170, admins 2515
  • Total handling time (Intercom): +8h 11m
  • Reopens: 1
  • Assignments: 8

People involved

  • Agents who worked on it: 6 (Grace, Mason, Matin, Nareh, Pearl, Sam)
  • Primary assignee: Pearl
  • Team / Inbox: Chat 1

Tags & Topics

  • Tags: Started by Chat, Review 1 potential candidate, Expected reply time sent
  • Topics: Subify Jira linked, SB - Migration, SB - Asked for review, SB - UX Issue

Intercom-side signals

  • Intercom CX Score (AI grading): 4 / 5
  • Explanation: The customer experienced significant issues with subscription shipping and billing policies causing frustration and distress. The teammate provided thorough support, acknowledged errors, issued refunds, and helped resolve the problems, leading to customer appreciation and review update.

Sentiment & Resolution

  • Sentiment: negative
  • Resolution status: partially_resolved
  • Refund discussed: yes
  • Competitors mentioned: —
  • External blockers: - Migrated subscription contracts inherited $0 shipping fee from prior app, causing incorrect free shipping on renewals
  • Reinstalling the app automatically reactivated and charged subscription contracts without merchant action, contradicting agent assurances
  • No bulk-delete option for contracts — only cancellation is available, leaving residual data in the app
  • Contracts tab inaccessible without selecting a paid/free plan, preventing merchant from self-managing cancellations immediately after reinstall

Full transcript

Click to expand — 104 messages **[2026-04-16 22:21:02] user/pernille jensen [source]** > Hello, for some reason all of our subscription orders are having free shipping even though they are not checked for free shipping in the subi app. On our site only orders only $75 should have free shipping **[2026-04-16 22:21:08] bot/Luna** > The team will get back to you as soon as possible! > > In the meantime, could you add any more details and examples so we can assist you better? (e.g., screenshots and relevant URLs) It’ll help our team to understand the issue/question and resolve it faster. **[2026-04-16 22:21:09] bot/Luna [note]** > ⚠️⚠️⚠️⚠️ > > [Image] The customer is a review one potential candidate - or has previously left a low-star review (1, 2, or 3 stars). Please be extra cautious and reply ASAP. Check previous conversations for more details. **[2026-04-16 22:24:31] user/pernille jensen** > I can see there is a shipping profile that has been added by Subi called "Free shipping for Subi subscriptions" I do not want to use this for subscriptions, I would like them to use our normal shipping rules. **[2026-04-16 22:24:34] bot/Luna [channel_and_reply_time_expectation]** > The team will get back to you on this. Our usual reply time is a few hours. You'll get replies here and to pernille@thegutco.com.au. **[2026-04-16 22:25:03] user/pernille jensen** > Please reply to phoebe-clements@outlook.com not pernille@thegutco.com.au **[2026-04-17 02:13:21] admin/Pearl** > Hi there, > I hope you are doing well. > > This is Pearl from the Customer Care Team🙋‍♀️ > Thank you for contacting us. > > Could you please share some example contract IDs that got free shipping while they shouldn't have? **[2026-04-17 02:35:01] user/pernille jensen** > it is ALL subscription orders, they all get "Free shipping for Subi subscriptions" **[2026-04-17 02:36:53] admin/Pearl** > Thanks for getting back to me. > I checked some of the contracts. > This one, product is less than $75 so shipping is applied: > [Image] **[2026-04-17 02:37:24] admin/Pearl** > This is over $75 and shipping is free: > [Image] **[2026-04-17 02:38:26] user/pernille jensen** > [Image] See here subscription shipping **[2026-04-17 02:40:27] admin/Pearl** > I see that the product weight is specified as 0 kg. Is there a rule in your shipping settings where shipping is free for products that no weight is set for them? **[2026-04-17 02:44:48] user/pernille jensen** > [Image] [Image] My apologies before I was under the impression it was all orders. I do not believe we have a rule re: 0kgs. These are our shipping options plus the subi one which is free **[2026-04-17 02:48:49] admin/Pearl** > No worries :) > When Subi is added, the profile for shipping is also created but as you can see, there are no plans assigned to free shipping: > [Image] **[2026-04-17 02:49:06] admin/Pearl** > Let me have a closer look at that specific order and see what could be the reason please **[2026-04-17 02:50:19] user/pernille jensen** > Thank you. Some other examples are GC#14621, GC#14620 and GC#14636 **[2026-04-17 02:51:15] user/pernille jensen** > Two of those are over $75 so its fine they are free shipping but they were still asigned this "subscription Shipping" **[2026-04-17 02:51:33] admin/Pearl** > Got it. Can I send you a collaborator access request to be able to check those please? **[2026-04-17 02:53:43] user/pernille jensen** > Yes of course. I will have to get someone else to accept it so l will move this to the email chain so Pernille can grant access/give you the code **[2026-04-17 02:54:26] admin/Pearl** > Appreciate it. > I just sent the request to the store. > Let me know when they granted us access🙏 **[2026-04-17 02:55:12] user/pernille jensen** > Will do! **[2026-04-17 03:01:57] user/pernille jensen** > When we tried to accept it said something went wrong. Are you in or can you please try again if not! **[2026-04-17 03:05:55] admin/Pearl** > Let me check please **[2026-04-17 03:06:14] admin/Pearl** > Yes, I have access. > Thanks! **[2026-04-17 03:06:20] admin/Pearl** > [GIF] **[2026-04-17 03:06:26] user/pernille jensen** > Wonderful thank you! **[2026-04-17 03:17:51] user/pernille jensen** > Hi Pearl > I have attached a screen shote and also the number below > Subscription #69719457941 > > ​ > Pernille Jensen Founder//Naturopath The Gut Cø TheGutCø.com.au > Level 32, 200 George St.Sydney 2000, Australia > [Image] **[2026-04-17 03:18:36] user/pernille jensen** > Hi Pearl > We don't go by weight but only amount ​ > ​ > Pernille Jensen Founder//Naturopath The Gut Cø TheGutCø.com.au > Level 32, 200 George St.Sydney 2000, Australia > [Image] **[2026-04-17 03:19:06] user/pernille jensen** > Amazing! > Love the cat :) ​ > ​ > Pernille Jensen Founder//Naturopath The Gut Cø TheGutCø.com.au > Level 32, 200 George St.Sydney 2000, Australia > [Image] **[2026-04-17 03:28:29] admin/Pearl** > Hi Pernille, > Thank you so much for the reference. > Yes, I am throughly checking to better understand why that could have happened. > Appreciate your patience along the way. > And glad to hear you loved the little cat gify :D > > Best, > Pearl **[2026-04-17 04:14:33] admin/Pearl [note]** > [Image] [Image] > [Image] **[2026-04-17 04:43:19] admin/Pearl** > Hi Pernille, > Thanks so much for your patience while I looked into this. > > After a thorough check, I found that the orders receiving free shipping are from migrated contracts. When contracts are migrated from another subscription app, the shipping fee from the original first order is carried over, and in this case that fee was $0, which is why subsequent renewals keep coming through with free shipping. > [Image] [Image] > To confirm this, I tested a new checkout on the same products (under $75) and the correct shipping fee was applied as expected: > [Image] > So the good news is that your shipping rules are working correctly for new subscriptions going forward. The affected contracts are only the migrated ones, which inherited the original shipping setup. > > If you'd like, you can edit those contracts and edit the shipping price: > [Image] > Can you please take a look and let me know if you still face any issues? > > Warm regards, > Pearl | Subi Customer Care Team **[2026-04-20 08:10:07] admin/Pearl** > Hi Pernille, > > Haven't heard back so wanted to check that my last reply came through. If anything was unclear or you'd like a hand with the migrated contracts, just let me know. > > Warm regards, > Pearl | Subi Customer Care Team **[2026-04-22 16:09:40] admin/Pearl [note]** > Hi Pernille, > > I hope things have been running smoothly! Just wanted to check in and make sure you had everything you need following my last message about the migrated contracts. > > I'm also glad we were able to get the full refund processed back to you via Shopify. Your feedback was taken seriously and we wanted to make sure other merchants aren't caught off guard the same way going forward. > > I really appreciate your patience throughout this whole process — it genuinely meant a lot to work through everything with you. > > If you feel I was able to help you through this, may I kindly ask for a personal favor?🥹 > It would mean so much if you could consider removing the 1-star review you left earlier. I completely understand the frustration behind it, but your updated feedback would go a long way in helping our small team grow and continue improving. > > Here's the link: Subi | Review Link > > Thank you again for giving me the chance to support you, Pernille. > > Warm regards, > Pearl | Subi Customer Care Team **[2026-04-27 02:21:45] admin/Pearl** > Hi Pernille, > > I hope things have been running smoothly! Just wanted to check in and make sure you had everything you need following my last message about the migrated contracts. > > I'm also glad we were able to get the full refund processed back to you via Shopify. Your feedback was taken seriously and we wanted to make sure other merchants aren't caught off guard the same way going forward. > > I really appreciate your patience throughout this whole process — it genuinely meant a lot to work through everything with you. > > If you feel I was able to help you through this, may I kindly ask for a personal favor?🥹 > It would mean so much if you could consider removing the 1-star review you left earlier. I completely understand the frustration behind it, but your updated feedback would go a long way in helping our small team grow and continue improving. > > Here's the link: Subi | Review Link > > Thank you again for giving me the chance to support you, Pernille. > > Warm regards, > Pearl | Subi Customer Care Team **[2026-04-27 03:34:16] user/pernille jensen** > Hi Pearl > Thank you for your email. > Yes I will update my review of course as you did help out and rectify the issue. > I will have this done later today > Thank you ​ > ​ > Pernille Jensen Founder//Naturopath The Gut Cø TheGutCø.com.au > Level 32, 200 George St.Sydney 2000, Australia > [Image] **[2026-04-27 03:39:09] admin/Pearl** > Hi Pernille, > > Thank you so much, this genuinely made my day. 🥹 I really appreciate you taking the time, and I'm so glad we were able to turn this around together. > > Wishing you all the best with your store, and please don't hesitate to reach out if you ever need anything. > > Warm regards, > Pearl | Subi Customer Care Team **[2026-04-27 03:42:41] admin/Pearl [note]** > 🤞 **[2026-04-27 15:24:36] admin/Pearl [note]** > Hi Pernille, > > Hope you're having a good week! Just a friendly nudge on the review whenever you get a free moment. > > I know things get busy, so no worries if you haven’t gotten around to it yet! If you’d still be open to updating your review, here’s the link: Subi | Review Link > > Really appreciate you, and thank you again for your kindness throughout. > > Warm regards, > Pearl | Subi Customer Care Team **[2026-04-28 02:30:50] admin/Pearl** > Hi Pernille, > > Hope you're having a good week! Just a friendly nudge on the review whenever you get a free moment. > > I know things get busy, so no worries if you haven’t gotten around to it yet! If you’d still be open to updating your review, here’s the link: Subi | Review Link > > Really appreciate you, and thank you again for your kindness throughout. > > Warm regards, > Pearl | Subi Customer Care Team **[2026-04-29 03:07:56] admin/Pearl** > Hi Pernille, > > Just wanted to say a huge thank you for updating your review — really appreciate it. 🙏 > > I saw you've uninstalled the app. No need to explain, but if there's any feedback you'd like to share or anything we can help with on the way out, I'm here. > > All the best with The Gut Cø! > > Warm regards, > Pearl | Subi Customer Care Team **[2026-04-29 08:32:46] user/pernille jensen [open]** > Hi Pearl > We have really appreciated your help and support but it just was not what we were after in the end. > There were also a few things that made me nervous such as the issue with shipping and also many of our subscribers who had 2 subscriptions now were in 2 different entities making the system sending out 2 parcels for 1 subscription. > I wanted to check that all the active subscribers will NOT be charged going forward? > I also had a very distressed customer who has not subscribed since 2023 and suddenly had a parcel sent to them. I am trying to Her email is camillejg@bigpond.com and the order was > GC#14722 > I am afraid someone elses credit card was used for this order since her card is not active/has expired. > How can this happen since she has not updated her card since 23 an it is now expired. > Please if you could look into this as this should be taken seriously > THank you ​ > ​ > Pernille Jensen Founder//Naturopath The Gut Cø TheGutCø.com.au > Level 32, 200 George St.Sydney 2000, Australia > [Image] **[2026-04-29 09:04:10] admin/Pearl** > Hi Pernille, > > Thank you for the kind words — and for raising these concerns. Both are completely understandable. Let me share what I've found. > > **1. Will active subscribers be charged going forward?** > If you uninstall Subi, active subscription contracts will not be charged further. Once the app is uninstalled, Subi will not charge customers for stores that have removed the app, regardless of whether subscription statuses are still active at the time of removal. I am going to double check this with the team as well. > > **2. The order for Camille (GC#14722)** > I looked into the transaction details and the name on the card is **Camille Georgiadis** — so this is genuinely her payment method, not someone else's card. I completely understand why it felt alarming given the card was set up back in 2023. > > The likely reason it kept working: the original payment was set up via Apple Pay (Visa ending 5944), and Apple Pay uses a token rather than the physical card number. When the underlying card is reissued by the bank, the token can be kept current automatically, often without the customer noticing. So renewals continue to go through even when the original physical card has expired. If Camille has any doubts, the clearest path is for her to check the cards in her Apple Wallet and/or speak with her bank. Still, if there's any detail that could be helpful from our side, let me know and I can ask our team to get back to us about any available information that is helpful. > > Thank you again, Pernille. > > Warm regards, > Pearl | Subi Customer Care Team **[2026-04-29 09:11:30] user/pernille jensen** > Thank you Pearl for you swift response . > Yes it was concerning for her since she it has not been used on our subscription since 2023. > Ok will check with her and take it from there > Yes please confirm that NO charges will occur going forward on any active subscriptions > tHank you ​ > ​ > Pernille Jensen Founder//Naturopath The Gut Cø TheGutCø.com.au > Level 32, 200 George St.Sydney 2000, Australia > [Image] **[2026-04-29 09:25:13] admin/Pearl** > Hi Pernille, > Sure, and please do let me know how things go with Camille — happy to help further if anything comes up on her end. > > Thank you for your patience while I checked with the team. > > I noticed the app has been reinstalled on the store, and from testing on our end, when Subi is reinstalled the previously-active contracts can come back as active rather than staying cancelled. So I can't confirm with certainty that all contracts are currently in a cancelled state right now. > > To be able to verify this on your side, you'd need to choose a plan inside the app so that the Contracts tab becomes accessible, and from there you can review the contract statuses and cancel any that are still showing as active. > > If you'd prefer, once you've selected a plan I'm happy to log in and go through the contracts with you to make sure everything is properly cancelled. > > Warm regards, > Pearl | Subi Customer Care Team **[2026-04-29 09:35:42] admin/Pearl** > Hi Pernille, > > Just a quick clarification on my previous message: the plan I mentioned is our **free plan**, so there would be no cost to you in selecting it — it simply unlocks the Contracts tab so the statuses can be reviewed and any active contracts cancelled from there. > > That's the most reliable way to make sure no charges occur going forward, so I'd recommend going that route when you have a moment. > > Apologies if my earlier message wasn't clear on the no-cost part. Please let me know once you've selected the free plan and I'd be glad to walk through the contracts with you. > > Warm regards, > Pearl | Subi Customer Care Team **[2026-05-01 02:49:12] admin/Pearl** > Hi Pernille, > > Following up with a clearer picture on charges going forward, after checking with the team: > > • Contracts will show as "active" after the reinstall, but no charges will be processed > • Renewals will not continue on their own > • A contract only resumes charging if it's manually edited (e.g. rescheduling or skipping) > > So as long as nothing is edited on those contracts, your customers won't be charged — you don't need to take any action. > > Happy to help further if anything comes up, and let me know how it goes with Camille. > > Warm regards, > Pearl | Subi Customer Care Team **[2026-05-01 08:34:17] user/pernille jensen** > Hi Pearl > I can see subscriptions are going through form SUBI, this is unacceptable, even after we have deleted the app. > You will have to go in and delete all our subscribers > I am now again dealing with confused and upset customers. > Also the money you take from them how are you paying us if we don't have the app? ​ > ​ > Pernille Jensen Founder//Naturopath The Gut Cø TheGutCø.com.au > Level 32, 200 George St.Sydney 2000, Australia > [Image] **[2026-05-01 08:36:55] user/pernille jensen** > I really need your help as I am in the app but cannot edit any subscriptions as it says I have reached my 200 MRR. BTW I paid for a full year when we signed up so I should not pay again **[2026-05-01 08:38:51] admin/Pearl** > Hi Pernille, > Thanks for getting back to me. > > I am sorry to hear about this. > May I ask if you applied any manual change to the contracts after reinstalling? > Can you give me a few example contracts that were charged recently? > > I am actively checking your contracts and the collab as well. > I look attentive to your resposne. > > Best regards, > Pearl **[2026-05-01 08:39:16] user/pernille jensen** > no **[2026-05-01 08:39:33] user/pernille jensen** > But I can see that the subscriptions due to day on SUBI went through **[2026-05-01 08:40:37] user/pernille jensen** > I have paid to upgrade (eventhough I have paid a full year so I do expect you to refund me for this) I had to stop this from happening so I am not able to cancel but I am have to enter each individual subscription to cancel, can you give me full access so I can bulk edit please? **[2026-05-01 08:41:05] user/pernille jensen** > I would rather relax on my friday night than spending time editing each subs (very tedious) **[2026-05-01 08:42:32] admin/Pearl** > Of course. Please know that we are ready to compensate any charge if it went through on the upgrade and will check the contracts to make sure they are cancelled. You upgraded to the Free plan. May I ask if you chose the plan after I explained how contracts will remain the same if you reinstall without any action? **[2026-05-01 08:43:21] admin/Pearl** > Because the orders happened quite recently: > [Image] **[2026-05-01 08:44:43] user/pernille jensen** > I accesssed SUBI 3 minutes ago after I saw these order so stop any more going through **[2026-05-01 08:45:07] user/pernille jensen** > Not before so these are happening without the app being active which is pretty alarming **[2026-05-01 08:45:19] user/pernille jensen** > please let me have access for tonight to bulk edit **[2026-05-01 08:45:31] user/pernille jensen** > I think I need to be on a higher plan to do this **[2026-05-01 08:46:31] admin/Pearl** > Got it. > You do have access to bulk edit on the Subi plan. **[2026-05-01 08:47:14] user/pernille jensen** > no **[2026-05-01 08:47:30] admin/Pearl** > [Image] **[2026-05-01 08:49:22] user/pernille jensen** > for some reason this has not been the case before , what level have I upgraded to ? **[2026-05-01 08:49:54] admin/Pearl** > The level you are on is ok for this action👍 **[2026-05-01 08:50:33] admin/Pearl** > You can go to the contracts tab, choose a category like active subscriptions, select all, then the bulk edit option appears above **[2026-05-01 08:51:03] admin/Pearl** > Upon clicking on it, you should be able to see the options. Like updating the contracts status **[2026-05-01 08:51:07] user/pernille jensen** > [Image] I did a test run and now its saying this, how long will it need? **[2026-05-01 08:52:40] admin/Pearl** > You will see an updated banner showing the result for each bulk action after its completed **[2026-05-01 08:57:07] user/pernille jensen** > How long does bulk progress normally take? Minutes/hours/days? Just so I know when to go back in **[2026-05-01 08:57:37] admin/Pearl** > Its processing: > [Image] **[2026-05-01 08:59:06] user/pernille jensen** > Yes I only did 5 to test so I need to go back and do all of them. So wanted to know how long processes normally take? Days or hours or mins? **[2026-05-01 09:00:05] admin/Pearl** > I applied it on your behalf. Its all canceled now: > [Image] **[2026-05-01 09:00:18] user/pernille jensen** > It now looks like there are no active subscriptions so I am not sure how that happened **[2026-05-01 09:00:21] admin/Pearl** > It took two minutes **[2026-05-01 09:00:42] user/pernille jensen** > ahh ok thank you, can you please delete ALL contracts for me as well? **[2026-05-01 09:00:56] user/pernille jensen** > I don't want any information left in the app **[2026-05-01 09:02:30] admin/Pearl** > There's no option to delete the contracts. > Once canceled, no remaining data can run. **[2026-05-01 09:02:39] admin/Pearl** > You are most welcome, dear **[2026-05-01 09:04:24] user/pernille jensen** > May I ask why would you not have done this before rather than me having to upgrade and activate the app? I saw a review that said that subscriptions were still going through after they had deleted the app, it is really not good **[2026-05-01 09:05:54] admin/Pearl** > I can understand your concern. > I was only able to do this now because you did upgrade now and the bulk edit option is unlocked. > Before, when you have not selected any plan, I did not have access to your panel to do the change, either. **[2026-05-01 09:06:43] admin/Pearl** > As for your other question, the reason for being charged after canceling the plan or removing the app is that when the billing cycle starts (after the trial), an invoice is created for you in your Shopify admin --> Billing section. > > If you cancel an app's plan after the billing cycle has started, you will still be charged for the current billing cycle. App subscriptions are billed on an independent 30-day billing cycle, and charges are generated on the first day of the app's billing cycle. Even if you uninstall an app shortly after the trial, a charge will still appear on your bill. Shopify Article > > However, there's nothing to worry about! We will investigate this and issue a full refund if the app wasn't used. . **[2026-05-01 09:08:32] user/pernille jensen** > Ok will you instigate this ? Or will you need me to do anything ? It is really bad for a company that we now are having to email customers of double charges or wrong charges and issue a refund. The refund is not immediate and people get upset that you charge their cards, just feedback **[2026-05-01 09:11:42] admin/Pearl** > No worries. > I am checking your invoices right now. **[2026-05-01 09:15:07] admin/Pearl** > This is your most recent charge: > [Image] **[2026-05-01 09:23:24] admin/Pearl** > Would you like the refund to be issued back to your bank account? This option becomes available once the bill is paid. > Alternatively, I can provide app credits instead, which can be applied toward your invoice payment. > Which option would you prefer? Please let me know, and I’ll take care of it right away! **[2026-05-01 09:28:16] admin/Pearl** > Are we still connected? **[2026-05-01 09:38:40] admin/Pearl** > You mentioned the annual charge on the Growth plan. > I am checking to find the invoice of this. > Let me check if this has been refunded or not so that I can issue the refund if it has not already. **[2026-05-01 09:41:31] admin/Pearl** > The refund has been made back to the original method of payment. You will also see this reflected on your financial statement in 3-10 business days, depending on how quickly your payment provider processes refunds. > [Image] **[2026-05-01 09:59:47] admin/Pearl** > Hi Pernille — I owe you a direct acknowledgment. On April 30 I told you no charges would go through unless contracts were manually edited. That didn't hold on May 1, and I'm sorry — that's on us. I've flagged it to our engineering team to find the root cause, and I'll come back to you with what they find. > > Quick confirmations from my side: > - The annual plan refund has been issued (see above). > - All contracts are now cancelled — nothing further can trigger. > > A few ways I can help further — let me know which would be useful: > - Pull the full list of contracts that were charged on May 1, so you have a clean view of who to follow up with (I can send it here or as a CSV) > - Draft a short apology/refund template you can send to affected customers > - Apply goodwill app credit on top of the refund > > Happy to do any combination of these. Please log off and enjoy your evening — I'll handle whatever you'd like from here. > > Best, > Pearl | Subi Customer Care Team **[2026-05-01 10:01:31] admin/Pearl [note]** > @Jira > 1-Do you need an update in 24 hours : yes > 2-Issue in your words : Contracts going active after reinstall and selecting a plan (example: 69706612885) 3-What have you done : Collab access, canceled all 4-Related URL : - 5-Shop Password : - **[2026-05-01 10:01:46] admin/Nareh [note]** > 🔗 Jira ticket created > Jira link: https://partnerz.atlassian.net/browse/SUB-7254 > Please Link the Jira ticket to the conversation. > The SLA for this issue is 24 hours in business days. **[2026-05-01 10:03:44] admin/Pearl [note]** > 🔗 Pearl linked SUB-7254: Subscription contracts charging after app uninstall and reinstall Jira · partnerz.atlassian.net **[2026-05-01 10:24:52] admin/Pearl [note]** > Let me know in any platform that is most convenient for you when they respond > > https://discord.com/channels/838313036149162025/1488380301389594624/1499715410822692944 **[2026-05-02 01:42:18] user/pernille jensen** > Hi pearl > thank you very much for your acknowledgement it is refreshing and does actually make a huge difference. > Thank you for the refund. I do believe we were charged again a small mount, I will forward it when it shows up in my apps charges. > Nothing else to do now. thanks again ​ > ​ > Pernille Jensen Founder//Naturopath The Gut Cø TheGutCø.com.au > Level 32, 200 George St.Sydney 2000, Australia > [Image] **[2026-05-02 05:57:56] admin/Pearl** > Hi Pernille, thank you. > > I'll keep an eye on your account from my side too, so if any further charge comes through I can flag and refund it without you having to chase. > > Enjoy your weekend, > Pearl | Subi Customer Care team **[2026-05-03 06:31:58] admin/Pearl** > Hi Pernille, following up here — I've gone ahead and refunded all the May 1 charges (subscription + transaction fees on the contracts). Screenshots attached for your records. Let me know if anything else comes through. > [Image] [Image] [Image] > Best, > Pearl | Subi Customer Care team **[2026-05-03 12:59:08] admin/Matin [note_and_unsnooze]** > 💬️ Yasaman commented This Jira has a discord thread which is being continued. on SUB-7254: Subscription contracts charging after app uninstall and reinstall Jira · partnerz.atlassian.net **[2026-05-03 12:59:12] admin/Matin [note]** > ⬆️ Yasaman changed the status to Pending Support on SUB-7254: Subscription contracts charging after app uninstall and reinstall Jira · partnerz.atlassian.net **[2026-05-03 21:26:36] user/pernille jensen** > Hi Pearl, Thank you very much for this **[2026-05-03 21:47:18] admin/Grace [note]** > No action > Back to you pearl 😍 **[2026-05-04 15:09:15] admin/Pearl [note]** > This note was deleted **[2026-05-04 17:01:02] admin/Pearl [note]** > Hi Pernille, circling back as promised. ​ Here's the real picture on what happened with the contracts: > When our app is uninstalled, Shopify holds your subscription contracts but doesn't actually charge them — billing pauses for as long as the app is gone. > On our side we just mark them inactive until reinstall. When you reinstall, we sync with Shopify in the background and refresh each contract to its current status, and that's the point where billing resumes for anything that was previously active. The plan selection step on reinstall is purely UI — it doesn't pause or block the sync. ​ > One footnote: brand-new contracts created in Shopify during the uninstall period don't sync back automatically and would need to be re-imported. > > So just to correct what I said on April 30 — reinstalling on its own is enough to bring contracts back to active and resume charges. The right path would've been to cancel the contracts before uninstall, and that's the guidance I'll be giving from here on. > > Everything on your account is settled. Let me know if anything raises new questions. > > Best regards, > Pearl | Subi Customer Care Team **[2026-05-05 07:38:03] admin/Pearl** > Hi Pernille, circling back as promised. ​ Here's the real picture on what happened with the contracts: > When our app is uninstalled, Shopify holds your subscription contracts but doesn't actually charge them — billing pauses for as long as the app is gone. > On our side we just mark them inactive until reinstall. When you reinstall, we sync with Shopify in the background and refresh each contract to its current status, and that's the point where billing resumes for anything that was previously active. The plan selection step on reinstall is purely UI — it doesn't pause or block the sync. ​ > One footnote: brand-new contracts created in Shopify during the uninstall period don't sync back automatically and would need to be re-imported. > > So just to correct what I said on April 30 — reinstalling on its own is enough to bring contracts back to active and resume charges. The right path would've been to cancel the contracts before uninstall, and that's the guidance I'll be giving from here on. > > Everything on your account is settled. Let me know if anything raises new questions. > > Best regards, > Pearl | Subi Customer Care Team