Articles on: Frequently Asked Questions (FAQ)

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

If you notice an unexpected or unauthorized charge from syncX: Stock Sync on your Shopify invoice, you can submit a refund request or adjust your plan settings to avoid future charges.

All Stock Sync subscription charges are processed directly through Shopify's unified billing system.

How to Request a Refund

Gather Charge Details: Locate your Shopify store URL, invoice or billing-cycle number, charge date, and exact charge amount.
Capture Invoice Proof: Take a screenshot or download a PDF of the specific Shopify invoice showing the charge item.
Submit Support Request: Contact Shopify Support or our support team with your charge details and invoice attachment to initiate the review.

If your invoice displays charges in a converted local currency, attaching the full PDF invoice accelerates transaction matching.

App developers cannot directly modify or refund pending Shopify charges; contact the Shopify Billing team immediately if an invoice is currently pending.

Key Rules & Technical Details

Billing Administration: All app billing transactions are handled directly by Shopify Billing; direct bank payouts or external card refunds from Stock Sync are not supported.
Refund Processing Timelines: Approved refunds take 2–5 business days to process, up to 7 days to display on your Shopify billing page, and 5–10 business days to clear with financial institutions.
Currency Conversion: Shopify converts app charges into your store's native billing currency, which may cause slight variations between the app list price and the billed total.
Expired Refund Windows: If the standard Shopify refund window has passed, manual authorization from Shopify Support or app credits from Stock Sync will be evaluated.
Data & Setting Preservation: Downgrading to the Free plan or changing billing cycles retains all existing feeds, settings, and import configurations.

Troubleshooting Steps

Issue: Charged for an annual plan by mistake -> Solution: Go to Billing > Manage Plan, select Downgrade to free, switch to the Monthly tab, and subscribe to your preferred plan. Contact support to request a refund or credit for the price difference.
Issue: Refund has not appeared after 10+ business days -> Solution: Contact Shopify Support or your bank with the charge ID and Shopify reference number to track pending inbound merchant credits.
Issue: Billed after app cancellation or downgrade -> Solution: Check your official Shopify billing cycle date. Shopify aggregates app charges into unified store invoices, which means prior usage may appear on a final invoice generated after uninstallation.
Issue: App charge cannot be located by support -> Solution: Provide a PDF or screenshot of the invoice containing the transaction ID so the charge can be verified in Shopify's ledger.

Updated on: 30/09/2026

Was this article helpful?

Thank you!