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 number, and the date of the charge. Our team will review your billing history, confirm whether the charge can be refunded, request supporting documents such as the invoice screenshot or Shopify reference number if needed, and process the refund through Shopify’s billing system if applicable. In some cases, a refund may not be possible if the subscription was already canceled before the charge occurred. Additionally, if the standard Shopify refund window has passed, our team may advise you to contact Shopify Support directly to request a refund. In certain situations, if a Shopify refund is no longer possible, we may offer app credits as an alternative resolution.

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, but in some cases merchants may experience delays of up to 7–10 business days depending on their financial institution. If the refund does not appear within that timeframe, you may need to contact your bank to check for any pending inbound 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, you may be requested to provide a screenshot of the Shopify invoice or payment receipt so we can verify the transaction ID. In situations where the plan has already been canceled before the charge occurred, Shopify may not allow a refund. In such cases, our support team will advise whether Shopify Support must be contacted to proceed.

Updated on: 25/06/2026