Can we get some better Shopify support and/or docs around merchants’ 30 day billing cycle?
It’s not uncommon to have merchants using our apps reach out very upset about being double billed, when in reality they don’t understand the 30 day app billing cycle vs paying their invoice monthly.
I understand that merchants will always have questions and concerns about this sort of situation, but here’s the kicker: In almost every case I’ve dealt with, the merchant has or does reach out to Shopify support who proceeds to blame us (the app developers) and claim that we did something that’s literally not even possible with the Billing API. In the most recent case, they said “app developers switch from post paid to pre paid billing”, which isn’t even something that exists in Shopify app billing, but I’ve also seen things like “the app developer may have issued an extra charge”, which isn’t possible unless the merchant accepts a new charge, and obviously isn’t the case since the billing periods for each charge can be clearly seen by everyone.
My recommendation/request: Simply add something in a merchant facing doc that explains this situation, could be a little one sentence note acknowledging that it can happen and is expected.
This article on app charges seems like the most appropriate place
Or add some more substantive details into this article on double charges that already mentioned billing cycle confusion
