Real ID ‑ Verify Customer IDs

Hi,

I'm sorry you had so many issues, including with Shopify's billing system. I definitely understand the frustration when it comes to refunds, there are certain limitations that I cannot control either.

For context, Shopify does not allow Partners to cancel charges before they are finalized in an invoice and charged to your card.

Again, we cannot issue refunds during same time period period the charge is counted in, or even cancel the charges. I know that sounds unfair, and we agree it is, but it outside of our control.

On April 14th, you signed up for a paid plan: https://share.cleanshot.com/s4PqQfT3

Three days later on Monday April 17th we received your email that you'd like a refund for paid checks you used for testing. We cannot cancel or refund charges in the same billing period - and we issued a credit for all ID checks.

Issuing an app credit is the only option we have at this time for ID checks in the same period.

Now that the bill has been finalized (May 4th), we can offer a refund for these test checks. You should see a refund shortly. I'll follow up in a few days to make sure you have received your money. Please the the screenshot below:

https://share.cleanshot.com/Rrk9pnZv

Please note that ID verification is higher touch than other methods of verification. Some customers do have issues understanding the prompts, we aim to make this experience as seamless as possible and user friendly as possible.

This is why we offer a test mode when you first install the app, it gives you the opportunity to trial out these features before committing to a paid plan.