If you've been charged and aren't sure why, the cause can usually be identified by reviewing your billing information. Follow the steps below to determine the source of the charge and whether you're eligible for a refund.
Step 1: Identify the charge
The way you can review your subscription charges depends on your billing type:
Standard Plan (billed through Zendrop):
Subscription invoices are emailed to the account owner after each successful payment.
You can also download invoices for order charges from the Billing page in your Zendrop account.
Usage-Based Billing (UBB):
Subscription charges are managed through your connected platform (such as Shopify), so they won't appear on your Zendrop Billing page.
To view your subscription charges, check the Billing section of your Shopify store.
Order invoices can still be downloaded from the Billing page in your Zendrop account.
Common reasons for unexpected charges
Plan tier change (Usage-Based Billing): Your subscription charge reflects the highest number of linked products you had at any point during the billing cycle, not necessarily your current product count. If your product count reached a higher tier during the cycle, you'll be billed for that tier.
Free trial ended: Once your trial expires, your subscription automatically transitions to a paid plan based on your account's applicable billing model.
Standard Plan renewal: Pro and Plus plans renew automatically each month or year. If you didn't downgrade to the Free plan before your renewal date, your subscription renews automatically.
"Don't downgrade me below this plan" is enabled: This setting prevents your account from automatically moving to a lower plan, even if your linked product count decreases.
Refund eligibility
Subscription charges for both Standard Plans and Usage-Based Billing (UBB) may be eligible for a refund within 5 days of the charge date, provided that:
You have not used any order credits during the current billing cycle.
All outstanding invoices on your account have been paid.
See How Do I Get a Refund on My Zendrop Subscription? for the full refund process.
Order charges are separate from subscription charges and follow a different policy. See Refund, Replacement, and Return Policy for more information.
Preventing future unexpected charges
Downgrade to the Free plan before your next renewal date if you no longer need a paid subscription.
For Usage-Based Billing, reduce your linked product count to your desired tier before the billing cycle ends.
Disable "Don't downgrade me below this plan" if you'd like your subscription to automatically move to a lower tier when your linked product count decreases.
If you suspect unauthorized access
If you don't recognize the charge at all and think your account may have been compromised, take these steps right away:
Reset your Zendrop password. Visit the Zendrop password reset page, enter your email, and follow the instructions to create a strong new password.
Remove any saved payment methods from your account until you've secured it.
Contact your bank to report the transaction and initiate a fraud claim.
Reach out to Zendrop Support with the charge details so they can investigate.
If you're unsure about a charge after reviewing your billing information, contact Zendrop Support and include the charge date and amount so we can help identify it more quickly.