How can I request a refund for an unauthorized charge on my Shopify store?

If you notice an unauthorized or unexpected charge from syncX: Stock Sync on your Shopify invoice, you can request a refund by contacting our support team with your store URL, the invoice or billing-cycle number, and the date and amount of the charge. Include a screenshot or PDF of the specific Shopify invoice when possible, especially if the amount is shown in a local currency. Our team will review your billing history, confirm whether the charge can be refunded, request the Shopify charge ID or reference number if needed, and process the refund through Shopify’s billing system if applicable.

Shopify groups app charges into its unified billing cycles, so a charge may appear on a later official Shopify invoice or after you downgrade, cancel, or uninstall an app. If the charge is pending on a Shopify invoice, the app may be unable to issue it directly; contact the Shopify Billing team for assistance. For historical charges from a previous billing cycle, provide the exact invoice or cycle number and supporting invoice evidence. If the standard Shopify refund window has passed, Shopify Support may need to review and manually authorize the refund. In some situations, if a Shopify refund is no longer possible, app credits may be offered as an alternative.

Once a refund is issued, Shopify will handle the transaction back to your original payment method. Refunds usually take 2–5 business days to appear. Shopify may take up to 7 days to detect or display the refund in the billing page, and some financial institutions may take 5–10 business days to clear it. If the refund does not appear after that timeframe, contact Shopify Support or your bank and ask them to check for pending inbound merchant credits. Support may request an invoice screenshot, charge ID, or Shopify reference number to verify the transaction when delays occur.

If our team cannot locate a charge in our system, provide a screenshot or PDF of the Shopify invoice or payment receipt so the transaction ID can be verified. Shopify may display the charge in a different currency after conversion; the original app charge and the converted amount may therefore differ.

If you were billed for an annual plan when you intended to select a monthly plan, first cancel or downgrade the annual plan to stop future charges. In Stock Sync, go to Billing > Manage Plan, downgrade to Free, then select the Monthly tab and subscribe to the monthly plan. Downgrading does not remove your existing imports or settings.

Because Shopify manages Stock Sync billing, Shopify Support must process a refund to your bank account or original payment method. Contact Shopify Support with your store URL, invoice or billing-cycle number, charge date and amount, and an invoice screenshot or PDF. If Shopify directs you to accept an app-credit adjustment instead, Stock Sync can apply the approved difference as app credits. A pending Shopify invoice may still be charged even after cancellation, so contact Shopify Billing promptly if you need it reviewed before payment is collected.

Once a refund is issued, Shopify will handle the transaction back to your original payment method. Refunds usually take 2–5 business days to appear. Shopify may take up to 7 days to detect or display the refund in the billing page, and some financial institutions may take 5–10 business days to clear it. If the refund does not appear after that timeframe, contact Shopify Support or your bank and ask them to check for pending inbound merchant credits.

To prevent future subscription charges, downgrade to the Free plan from Billing > Manage Plan > Downgrade to free before the next billing cycle.

Updated on: 07/08/2026