How to solve "Can't downgrade Shopify subscription" tickets?

Step 1. Open TSH from the ticket.

***Link to LOOM video instruction from Engineer: https://powrteam.slack.com/archives/G0CKPEBUN/p1675662602159959 

Every ticket contains TSH. Open it and check the subscription by price and app type.

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/16133261749911)

Step 2. Find the Subscription ID in Shopify Partners Dashboard

Once you locate which subscription should be canceled (in case there are several), click "CANCEL".

You will be asked to fill in the "Subscription ID at Shopify". To locate this ID go to Shopify Partners Dashboard.

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/16133317343255)

When you opened the Partners dashboard search for the key words of Shopify store. 

Sometimes you will need to try different word combinations to locate the correct store. 

But usually it will be easy to find by the store name itself which is stored in TSH:

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/16133345771927)

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/16133342569111)

Once you located the correct store, check the email and store if this is the same store as in the ticket and TSH.

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/16133383785623)

Step 3. Copy the Subscription ID

Click on the correct subscription and you will see the APP SUBSCRIPTION ID

Copy it and go to TSH.

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/16133409621911)

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/16133432663959)

Step 4. Paste the Subscription ID in TSH and cancel subscription

As shown on screenshot below enter the Shopify subscription ID to the correct subscription you're cancelling and click on UPDATE.

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/16133428909079)

You will be asked to fill in further details such as Ticket link etc, fill them out and complete the ticket. 

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/16133440386199)

Step 5. Check the Shopify partners dashboard if it was cancelled on Shopify's side.

It should be changed from Activated to Cancelled.

FIX: BROKEN_ATTACHMENT (original: https://help.powr.io/hc/article_attachments/16133479572375)

*In internal notes of Zendesk ticket add a note that ticket has been solved. Ex: https://powr-support.zendesk.com/agent/tickets/326250