Product & Section Blocker AGeo

Subject: Urgent Request – Invoice Cancellation & Store Freeze Issue (Invoice #422778777)

Dear [App Developer / Support Team],

First of all, we fully understand that you’re not the ones controlling store freezes, as that part is handled by Shopify.
However, we also know for certain that you are the ones who control the billing for your own app, and Shopify Support has clearly confirmed that only the app developer can cancel or issue a refund for an invoice related to their app.

Shopify’s internal team already explained that once you cancel the invoice from your side, the store freeze will be automatically lifted, because this specific invoice is the one causing the issue.

The invoice number in question is: 422778777

So please, we kindly and urgently ask you to either:

1. Cancel this invoice immediately, or

2. Let us know clearly if we should pay it first, and then you’ll refund it back to our same payment method afterward.

We just need a clear and final response, please, because the store has been frozen for too long and it’s seriously affecting our business and our customer trust.

To recap briefly:
We had installed your app for only 10 minutes to test its functionality. It worked perfectly, and we were planning to reinstall it later once our setup was complete.
After uninstalling, your team (via support@zendapps.com) confirmed that the invoice had been canceled, and even provided proof of that.
However, the invoice was still active, which led to our store being frozen. We trusted your confirmation and didn’t recheck the billing section — until it was too late.

We’ve already sent all related screenshots and communications showing that confirmation, and now it’s been over two days since your last message, with no update yet from your finance or billing team.

We truly appreciate your efforts and professionalism, and we still plan to use your apps again — especially since we saw you have an impressive collection of tools that we’re interested in exploring once this issue is resolved.

Please escalate this matter to your financial or billing department immediately, and share a clear update with us as soon as possible.

Store domain: alivaura.com
Internal Shopify store link: https://admin.shopify.com/store/alivaur/access_account

Thank you very much for your understanding and cooperation.
We look forward to your quick response, insha’Allah.

Warm regards,
Dr. Nagy

The app works as intended and support is AMAZING. We had to have it altered to work with our theme and a few personalization requests which they knocked out within 24 hours each time. Super easy to work with and to implement. Highly recommend.

Amazing customer service, they were quick and concise with their support and left me with confidence in their program, we will definitely continue to use their services.