If you subscribed to Zendrop through the Shopify App Store, your billing is handled by both Shopify and Zendrop, but they don’t do the same job. Knowing who handles what will save you time when requesting a refund.
How Shopify-billed subscriptions work
When you install Zendrop via Shopify:
Shopify issues and collects your subscription invoices
Zendrop sets your billing tier based on your peak linked product count during the billing cycle
Once Shopify generates an invoice, it cannot be cancelled or reversed by either party
Important
Disconnecting Zendrop from Shopify does not stop an already-started billing cycle. If products are still linked before renewal, you will be charged for that cycle.
What Zendrop can do
Zendrop is responsible for subscription support and refunds:
Refund a Shopify-billed subscription charge (only within 5 days of the charge)
Cancel your subscription to prevent future billing
What Zendrop cannot do
Zendrop cannot:
Cancel or void invoices once Shopify has generated them
Refund charges older than 5 days
Issue refunds if order credits were already used in that billing cycle
Process refunds on unpaid invoices
Unpaid invoices must be settled before any refund request can be reviewed.
What Shopify can do
Shopify only processes payments, it does not decide subscription refunds.
If you contact Shopify about a Zendrop charge, they will redirect you back to Zendrop. All refund decisions must be made by Zendrop before Shopify can process any refund action.
How to request a refund (Shopify-billed charges)
If you need a refund, follow these steps:
Unlink your products to stop future charges
Go to My Products → Store Listings & Sourcing, select each product, and click UnlinkContact Zendrop Support within 5 days of the charge
Include:Your account email
Charge date
Reason for the request
Clear any unpaid invoices first
Refunds cannot be processed while invoices are outstandingWait for processing
Approved refunds are returned within 5–10 business days
Important
If you uninstall Zendrop from Shopify before paying an invoice, the charge is still valid and must be paid before any refund request is reviewed.
If you’re outside the 5-day refund window
If more than 5 days have passed:
Zendrop cannot refund the charge
Your subscription will still be cancelled to stop future billing
The current billing cycle will remain active until it ends
Frequently asked questions
I see a Zendrop charge in Shopify, who should I contact?
Contact Zendrop Support. Even though the charge appears in Shopify, Zendrop handles subscription refund approvals.
I uninstalled Zendrop but still got charged. Why?
Charges are based on your peak linked product count during the billing cycle. If products were linked at any point before uninstalling, the charge still applies.
Uninstalling also does not stop an already-created invoice.
Can Shopify refund me directly?
No. Shopify does not handle refunds for Zendrop subscriptions. All refund requests must go through Zendrop.
My refund was approved but I haven’t received it yet
Refunds are usually processed within 5–10 business days.
If you don’t see the refund after 10 business days, contact your bank to check the status.
Shopify processes the payment, but Zendrop controls the subscription and refund decisions. If you follow the 5-day window and clear any unpaid invoices, refunds can be processed smoothly.