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We're sorry to hear about your experience and understand your concern regarding the $18.99 charge.

When you contacted our support team on September 7, 2026, you explained that you had uninstalled Trackify X just one day after the new billing period began and requested a refund because you had not used the app during that period.

As Shopify had not yet generated the invoice, we were unable to view the billing details at that time. After you confirmed that the charge was upcoming, we applied an app credit of $18.99 on September 8, 2026, to cover the relevant billing period. The credit was successfully applied, and confirmation was also sent via email.

However, Shopify subsequently generated an invoice for $18.99 on September 17, 2026, despite the app credit already having been applied.

Please note that Shopify manages app billing and invoicing, while Trackify X can apply app credits and initiate refunds where applicable.

Based on our records, our team took the appropriate steps to address your concern and applied the app credit before the invoice was generated.

Therefore, we believe the review does not fully reflect the actions taken by our support team to resolve the issue. If you were charged despite the credit being applied, we recommend contacting Shopify Support to investigate the billing discrepancy, as the invoicing process is managed by Shopify.

Regarding the charge, we are happy to provide a full refund of $18.99, and we have already contacted you via email to discuss the next steps.

We appreciate the opportunity to clarify the situation and hope this helps resolve your concern.