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Frequently asked questions
Cancel Dsers: The Right Way
How to cancel DSers and stop paying for dropshipping software you no longer need
What DSers is and why malaysian sellers sign up
DSers is a dropshipping software service built for online sellers who want to automate supplier orders, synchronise product data across multiple storefronts, and manage inventory from a single dashboard. You pay a subscription fee - ranging from free Basic access to premium plans at RM94 to RM2,360 monthly - depending on which features you need.
The frustration most users face is simple: deleting the app or disconnecting it from your Shopify store does not stop your billing. DSers continues to charge your payment method until you formally downgrade your subscription inside your account. This guide walks you through the exact steps to cancel, grounded in your consumer rights under Malaysian law.
Core features on paid plans
The Advanced plan (RM236 monthly) supports up to 10 connected stores, 20,000 products, automatic price and inventory syncing, and 2 PayPal accounts. The Pro plan (RM236+ monthly) expands to 25 stores, 75,000 products, and includes 50 AI-powered product optimisations per month. The Enterprise plan offers 50 stores, 100,000 products, and 200 monthly AI optimisations. The free Basic plan remains available indefinitely but with limited store connections and product capacity.
For many Malaysian sellers, the value diminishes once your supplier strategy changes or you shift to direct relationships with non-AliExpress suppliers. When that happens, cancelling your paid plan makes financial sense.
How DSers charges you and what happens to your data
DSers operates on a freemium model: you can use the Basic plan free forever, but paid subscriptions auto-renew monthly. There is no stated minimum commitment period in DSers' Terms of Service, and there is no explicit cancellation fee. However, DSers explicitly states that paid subscription fees are non-refundable, though partial refunds and downgrades are possible in limited circumstances. When you cancel, you lose access to premium features but retain any supplier relationships and order history you have built up (unless you fully delete your account).
Payment is processed in USD by default. Your Malaysian bank converts this to MYR at the prevailing exchange rate, so the exact amount you see on your statement will depend on your bank's conversion margin on the day of charge.
Your legal position under malaysian consumer law
Your right to cancel a DSers subscription is protected by the Consumer Protection Act 1999 (CPA 1999), which covers unfair contract terms and your entitlement to clear information about cancellation procedures.
Under the CPA 1999, DSers must provide you with transparent, accessible cancellation methods. Section 10 of the Act prohibits unfair contract terms, including those that unreasonably restrict your right to terminate a service. The Act does not grant an automatic 14-day cooling-off period for digital services in Malaysia (unlike the EU), but it does require that any cancellation procedure be genuine and not deliberately obscured. If DSers makes cancellation deliberately difficult or unclear, you can escalate to the Ministry of Domestic Trade and Consumer Affairs (KPDN) or the Malaysian Consumers Association (FOMCA).
Non-refund clauses and your rights
DSers' stated policy is that subscription fees are non-refundable. Under Malaysian law, this clause is enforceable if clearly disclosed before you pay. However, if DSers ceased to provide the service, billed you incorrectly, or you cancelled within a reasonable timeframe of purchase, you may have grounds to dispute the non-refund clause with KPDN or your bank's chargeback department. Yafee recommends gathering all evidence - confirmation emails, screenshots of the cancellation process, and your transaction history - before filing a dispute.
Your legal position in summary
Your legal position: You have the right to cancel your DSers subscription at any time under the Consumer Protection Act 1999, provided you follow DSers' stated cancellation procedure. DSers may enforce a non-refund policy if it was clearly disclosed. You cannot claim a refund for past months unless DSers failed to deliver service or you can demonstrate a billing error. If DSers refuses to cancel your subscription or charges you after you cancel, escalate to KPDN (Kementerian Perdagangan Dalam Negeri dan Hal Ehwal Pengguna) or file a chargeback through your card issuer.
Cancellation methods and which one you should use
DSers offers different cancellation paths depending on whether you subscribed via web, the Apple App Store, or the Google Play Store. Yafee emphasises that the web-based method is the only path that gives you full control and a clear confirmation email.
Method 1: cancel via your DSers web account (recommended)
This is the primary cancellation method. You log into your DSers account on any web browser, navigate to your subscription settings, and downgrade to the free Basic plan. This method produces a confirmation email and leaves a clear record in your account, which is critical if a dispute arises later.
Method 2: cancel an app store or google play subscription
If you subscribed through the Apple App Store or Google Play, you must cancel through those platforms, not through DSers directly. This is because Apple and Google manage the billing relationship, not DSers. Cancelling only in the DSers app will not stop charges from your App Store or Google Play account. Yafee advises checking your subscription manager in both platforms and removing DSers from your active subscriptions there.
Method 3: request cancellation via email (backup method)
If the web dashboard cancellation fails or you do not receive a confirmation email, contact DSers support at [email protected] with a formal request to cancel and downgrade to the free Basic plan. Include your account email, current plan name, and the date you requested cancellation. Email creates a timestamped record that protects you if a billing dispute arises later.
Step-by-step cancellation on the web
Follow this procedure to cancel your paid DSers subscription and downgrade to free access.
Step 1: log in and document your current status
- Visit dsers.com and log in with your email and password.
- Navigate to your account settings or dashboard home page.
- Take a screenshot of your Current Plan section, showing the plan name and next billing date. This screenshot is your proof of what plan you were on if a billing dispute occurs.
- Note the email address linked to your DSers account.
- If you have active orders or supplier workflows, download or export any data you need before proceeding, because downgrading may restrict access to historical data depending on your plan.
Step 2: navigate to your subscription or billing settings
- Look for a menu option labelled "Manage Subscription", "Billing", "Account Settings", or "Plans" (the exact label varies by app version).
- Click on this menu item.
- You should see your current paid plan displayed with a next billing date and an option to "Change Plan" or "Downgrade".
- If you cannot find this section, contact [email protected] with a screenshot of your dashboard and ask for a direct link to the subscription management page.
Step 3: select the free basic plan
- Click "Change Plan" or "Downgrade" (the button name depends on your current plan).
- A page will appear showing all available plans, including the free Basic plan at the bottom.
- Select the Basic plan.
- You will be asked to confirm the downgrade. Read any warnings about feature loss carefully, then confirm.
Step 4: complete the downgrade and confirm via email
- After you confirm, the system will process the downgrade immediately.
- You should receive a confirmation email within 1 to 2 hours at the address linked to your DSers account, stating that your plan has been changed to Basic and your paid subscription has ended.
- Take a screenshot of this email and save it to your files. Do not delete it.
- If you do not receive a confirmation email within 24 hours, email [email protected] with the date and time you downgraded and ask for written confirmation.
Step 5: verify the cancellation on your next billing cycle
- Check your bank or card statement on the date that your next payment was due (the date you noted in Step 1).
- If no charge appears, your cancellation was successful.
- If a charge does appear, contact DSers support immediately with your cancellation confirmation email and the screenshot you took. Request a refund or credit.
- If DSers does not respond within 7 business days, file a chargeback with your bank or card issuer, citing the confirmation email and the failed cancellation.
What happens after you cancel
Cancelling your DSers subscription does not delete your account, your supplier relationships, or your order history. You downgrade to the free Basic plan, which means you retain read-only access to your data but lose the ability to manage more than a limited number of stores and products.
You do not need to worry: your cancellation is immediate and definitive once confirmed. Many users feel relief after they see that confirmation email, because they know the charges have stopped.
Your access after downgrade to basic
The free Basic plan gives you indefinite access to DSers, but with reduced functionality. You can view your supplier relationships, check order history, and access limited store connections (typically 1 store with Basic access). You cannot add new paid features, AI optimisations, or additional store slots. If you want to use premium features again later, you can upgrade at any time by returning to the subscription settings and selecting a paid plan.
Reconnecting or reactivating your account
If you cancel your paid subscription and later want to reactivate a premium plan, you can simply log back in and select a paid plan from the subscription page. There is no waiting period, and your supplier data will remain intact. However, Yafee advises confirming that your current supplier relationships are still active and up to date, because supplier APIs and credentials can expire if not refreshed for extended periods.
Refunds and what you can legally claim
DSers explicitly states that subscription fees are non-refundable. This means you cannot request a refund for a full month or year of service you have already paid for, even if you only used it for a few days.
However, there are limited exceptions under Malaysian consumer law and payment processor rules.
When you may have grounds for a partial refund
| Scenario | Your claim | Action |
|---|---|---|
| DSers billed you twice in one month | Duplicate charge (billing error) | Email [email protected] with proof. Escalate to bank if no response in 7 days. |
| DSers service was unavailable for over 48 hours in your billing month | Service failure; partial credit claim | Contact support within 30 days of the outage with proof (downtime notices, screenshots). Yafee recommends requesting a prorated credit. |
| You cancelled within 7 days of your first charge | Early cancellation refund (rare; depends on DSers' policy) | Request via email within 7 days. DSers may grant a one-time courtesy refund, but is not legally obliged under CPA 1999. |
| DSers continued billing after you cancelled | Charge after cancellation date (breach) | File a chargeback with your bank using the cancellation confirmation email as evidence. |
How to request a refund
- Gather all supporting documents: your cancellation confirmation email, screenshots of your account before cancellation, your bank statement showing the charge, and any DSers communications about the issue.
- Email [email protected] with a formal, brief request. Example: "I cancelled my Pro plan subscription on [date] and received confirmation email [timestamp]. I was charged again on [date]. Please refund the duplicate charge of RM[amount]."
- Include the email address linked to your account and your account username.
- Set a deadline in your email: "Please respond within 7 business days. If I do not receive a response, I will escalate to my bank and the Malaysian Consumers Association."
- If DSers does not respond or refuses, contact your bank's dispute or chargeback department. Provide your cancellation confirmation email and bank statement as evidence. Your bank will investigate and may reverse the charge on your behalf.
Common mistakes when cancelling DSers
Cancelling feels straightforward once you know the right path, but small mistakes can cost you money or create confusion later.
Mistake 1: deleting the app instead of downgrading your subscription
Deleting the DSers app from your phone or tablet does not cancel your subscription. DSers continues to bill your payment method each month. You must downgrade your plan through the web dashboard or App Store/Google Play subscription manager, not by deleting the app. Yafee has seen this mistake delay cancellations by weeks because users thought they had already cancelled.
Mistake 2: disconnecting your store instead of downgrading your plan
DSers lets you disconnect your Shopify, WooCommerce, or other store from the platform. Disconnecting is not the same as cancelling. Your subscription remains active and you continue to pay, even though you are not using DSers. You must downgrade or cancel your plan separately, even after you disconnect all stores.
Mistake 3: not taking a screenshot of your current plan before downgrading
If DSers bills you again after you cancel and you do not have proof of what plan you were on, support can claim you were on the Basic (free) plan and that there is no billing record. A screenshot of your paid plan, dated the same day as your downgrade, is your strongest evidence. Store this screenshot in your email or cloud storage permanently.
Mistake 4: assuming a refund will happen automatically
DSers does not process automatic refunds for cancelled subscriptions. If you believe you are entitled to a refund, you must request it explicitly via email. Silence from DSers after cancellation means no refund is coming; you must escalate to your bank or KPDN.
Mistake 5: ignoring your bank statement on the next billing date
The most dangerous mistake is not checking whether DSers charged you again after you cancelled. Set a calendar reminder for 2 or 3 days after your original next billing date. Check your bank statement on that day. If a charge appears, contact support immediately while the transaction is still fresh. The longer you wait, the harder it is to dispute.
Cancelling a subscription via app store or google play
If you subscribed to DSers through the Apple App Store or Google Play instead of the web, you must cancel through those platforms because they manage the billing, not DSers.
Cancel on apple app store (iOS)
- Open the App Store on your iPhone or iPad.
- Tap your profile icon in the top right corner.
- Select "Subscriptions".
- Find DSers in the list of active subscriptions.
- Tap DSers and then tap "Cancel Subscription".
- Follow the prompts. Apple will ask you to confirm and may offer you a discount to keep the subscription; decline and proceed to cancellation.
- You will see a confirmation that your subscription will end on a specific date. Take a screenshot of this screen.
- You will receive a confirmation email from Apple. Save this email.
Cancel on google play (Android)
- Open the Google Play Store app on your Android device.
- Tap your profile icon in the top right corner and select "Manage my subscriptions".
- Select DSers from the list.
- Tap "Cancel subscription".
- Review the cancellation date and any information about what you lose access to.
- Confirm the cancellation. Google will show you a final confirmation page with the end date.
- Take a screenshot and check your email (associated with your Google account) for a cancellation confirmation from Google Play.
Verify the cancellation across both platforms
After you cancel through App Store or Google Play, check your DSers web account to ensure it reflects the Basic (free) plan. If your web account still shows a paid plan, contact DSers support and inform them that you cancelled through the App Store or Google Play, providing the date and your Apple ID or Google account email. They may need to sync your account manually.
Pricing table and plan comparison
Use this table to understand what you pay for and confirm you are cancelling the correct plan.
| Plan | Monthly cost | Stores | Products | AI optimisations |
|---|---|---|---|---|
| Basic (free) | RM0 | 1 | 500 | 0 |
| Advanced | RM236 (USD 19.90) | 10 | 20,000 | 0 |
| Pro | RM236+ (USD 49.90) | 25 | 75,000 | 50 |
| Enterprise | RM2,360+ (USD 499.90) | 50 | 100,000 | 200 |
Checklist before and after cancellation
Use this checklist to ensure you do not miss a critical step.
Before you cancel
- Take a screenshot of your current plan and next billing date
- Write down the email linked to your DSers account
- Export or download any supplier data or product lists you need
- Check whether you subscribed via web, App Store, or Google Play
- Confirm you are logged into the correct account
After you cancel
- Save the cancellation confirmation email to a permanent folder
- Take a screenshot of your account showing the Basic (free) plan is now active
- Set a calendar reminder to check your bank statement 2 days after the next billing date
- If you see a charge, gather all documents and contact support within 48 hours
- If no response within 7 days, escalate to your bank or KPDN
How yafee can help you cancel and recover refunds
Cancelling a subscription is straightforward in theory but often complicated in practice. Yafee specialises in helping Malaysian consumers navigate cancellations, refund disputes, and escalations with companies and payment processors. Whether you need help drafting a formal refund email, preparing evidence for a chargeback, or escalating to KPDN, Yafee has helped thousands of consumers cancel unwanted subscriptions and recover money unfairly charged.
If you cancel DSers and then encounter billing problems, contact Yafee for a free consultation. We can review your cancellation confirmation, your bank statements, and DSers' responses to help you build the strongest case for a refund or chargeback. Yafee also maintains an updated list of consumer rights under Malaysian law and the most effective escalation routes to KPDN, your bank, and payment processors.
Contacting DSers and escalation routes
If you cancel but DSers continues to charge you, or if you are refused a refund you believe you are entitled to, use these channels in order.
DSers support contact details
| Channel | Details | Best for |
|---|---|---|
| [email protected] | Cancellation disputes and refund claims | |
| Live chat | help.dsers.com (Help Center) | Quick questions (no official record) |
| Postal address | DSers, LLC Nebulapart Ltd, Suite 1701-02, 17/F, 308 Central, Des Voeux Road Central, Hong Kong | Formal legal notice (if needed) |
Escalation to malaysian authorities
If DSers does not respond to your refund request within 7 business days, escalate to one of these organisations:
- Ministry of Domestic Trade and Consumer Affairs (KPDN): File a consumer complaint at consumeraffairs.kpdn.gov.my. Provide your cancellation confirmation, bank statement, and all DSers communications. KPDN will contact DSers on your behalf.
- Malaysian Consumers Association (FOMCA): Contact FOMCA at +603-4101 4000 or [email protected] with evidence of the cancelled subscription and refusal to refund. FOMCA provides free advocacy for consumers.
- Your bank's dispute or chargeback department: Provide your cancellation confirmation email and bank statement showing the charge. Your bank will investigate within 30 to 60 days and may reverse the charge if you can prove you cancelled.
Summary and final advice
Cancelling your DSers subscription is not complicated if you follow the right path: log into your web account, downgrade to the Basic plan, take a screenshot, wait for the confirmation email, and check your bank statement on the next billing date. The entire process takes 5 minutes.
Your consumer rights under the Consumer Protection Act 1999 protect you if DSers refuses to cancel or continues to charge you after cancellation. Do not hesitate to escalate to KPDN or your bank if support does not respond or refuses your refund claim.
Yafee has helped thousands of consumers cancel unwanted subscriptions, dispute unfair charges, and recover refunds from reluctant companies. If you encounter any difficulty cancelling DSers or if you believe you were billed unfairly, visit yafee.com for a free review of your situation and step-by-step guidance through the escalation process. Yafee makes cancellation simple and protects your money.