This instruction is directed at answering the most common questions regarding billing at TrustWILL Loyalty.
About order usage quota
How is the order usage quota calculated?
Each order counts as 1 usage quota, including all orders placed through your Shopify store and Shopify POS system.
Orders rewarded for past actions will also count toward your plan’s usage quota. If you are on a paid plan, please make sure your remaining order quota is sufficient before rewarding past orders.
If you import orders from platforms outside Shopify into your Shopify store, these orders will also be counted toward your quota. This is because the Shopify API does not provide the original order source when syncing data. If you plan to import external orders, please contact our support team in advance.
What happens if I exceed my order usage quota?
Free Plan: Exceeding your order usage quota will temporarily disable your loyalty program. To continue using the program, please upgrade to a paid plan.
Paid Plans: Extra charges apply if your order usage exceeds your plan’s quota. Pricing depends on your plan level:
Starter Plan: $20 per 100 additional orders
Growth Plan: $15 per 100 additional orders
Plus Plan: $10 per 100 additional orders
Managing Seasonal Fluctuations: If your store experiences high and low order volumes throughout the year, we recommend subscribing to an annual plan. This allows your total order usage quota to be allocated at once, so you don’t need to worry about monthly limits being too low or unused.
About the order usage reset cycle
The order usage reset cycle refers to the frequency at which your order usage refreshes. This cycle depends on your subscription plan:
For Monthly Plans: The cycle begins on your installation date and repeats every 30 days.
For Annual Plans: The cycle aligns with your billing period, starting from your subscription date and resetting on your next renewal date.
About the billing subscription cycle
The billing subscription cycle is the recurring period for your app subscription.
Your subscription cycle starts on the day you first subscribe to the app. After the free trial ends, it will automatically renew every 30 days. This cycle continues on a rolling basis unless you change or cancel your subscription.
For example, if you start your subscription to TrustWILL Loyalty on June 14, 2026, you’ll receive a 14-day free trial. Your paid subscription will begin on June 28, 2026, which is also the start of your billing cycle.
Please note that the subscription (billing cycle) is separate from your order usage reset date, and subscribing does not change when your usage resets.
About the free trial
All paid plans come with a 14-day free trial period. During this period, there are no charges for consumption.
Can I change my plan during the billing cycle?
Yes, you can change your plan at any time based on your needs. Changing your plan follows the rules:
Upgrading your plan takes effect immediately, and the subscription charge is prorated based on the difference in price and the number of days remaining in the billing cycle. Learn more about Shopify APPS subscription policy.
Downgrading your plan will take effect immediately.
Switching from an annual plan to a monthly plan will take effect immediately.
How to cancel a plan
Go to the Billing section in your dashboard and click Change Plan.
Select the Free Plan to cancel your current paid subscription.
Does cancelling a plan affect previous customer points or order history?
No. All loyalty data, including points, coupons, VIP levels, and other information, will remain accessible in your admin account, unless the app is uninstalled.
On the Free Plan, there is a 25-order monthly limit:
If your store’s orders are within the limit, all free loyalty features, including points, referrals, limited-time offers, TrustWILL product reviews, and Willdesk integration, will continue to work as usual.
If your store exceeds the monthly limit, the loyalty program will temporarily not display on your store, and customers will not be able to access it, unless you upgrade to a paid plan.