When a customer asks for a refund, two separate processes kick in: you refund your customer through your store, and Zendrop refunds you for the product cost and shipping. Here's exactly how that works.
How the refund flow works
Zendrop sits in the middle of your order fulfillment process. Here's how money moves:
Your customer pays your store. Payments are managed by your store platform (Shopify, Wix, TikTok Shop, ClickFunnels, or whichever platform you use).
You fulfill the order through Zendrop, paying the product cost and shipping.
Refunds run as separate transactions from the original payments Zendrop refunds you, and you refund your customer independently.
Processing a customer refund
When a customer requests a refund, here's what to do:
Refund your customer through your store platform. This gets the funds back to your customer.
Grab proof of the refund. Take a screenshot from your store's admin showing the refund was processed.
Submit the proof to Zendrop. Zendrop will use this to process your refund for the product cost and shipping.
Automatic vs. manual refunds
Canceled orders are refunded automatically. If an order is canceled, Zendrop's system handles the refund. You don't need to do anything.
Subscription refunds are also automatic once the Zendrop team processes them. Funds go back to your saved payment method. If there's a delay, check with your bank first.
Refund timeframes
Once Zendrop processes your refund, expect the funds to appear within 5–10 business days. Keep your payment method details up to date to avoid delays.
Common questions
Will Zendrop automatically refund my customers?
No. Zendrop refunds the amount you paid for the product and shipping back to your recorded payment method. Your store platform handles your customer's payment, so it's your responsibility to refund them separately.
What if my subscription refund doesn't appear?
Subscription refunds are processed automatically. If the refund hasn't shown up within the expected timeframe, contact your bank to confirm.
How does the full order and refund flow work?
Here's the short version:
Your customer pays your store.
You pay Zendrop for the product and shipping.
When a customer refund happens, you submit proof to Zendrop to get your costs back. The two processes are separate, you stay in control of your customer payments.
Related topics
Head to your Zendrop Dashboard to check the status of any open refund requests.