Cancellation & Refunds
What you can cancel, what is refundable, and how long it takes.
1. The short version
The app subscription is the only money we charge you, so it is the only money we can refund. Courier freight, COD handling and weight-difference charges never pass through us — your courier bills those to you directly, and only your courier can adjust them.
2. Cancelling the app
Uninstall the app from your Shopify admin. That is the cancellation — there is no separate cancellation form and no notice period.
Uninstalling takes effect immediately: sessions and buyer tracking links end, background processing stops, and your stored Shopify and courier credentials are destroyed. Your Shopify subscription for the app stops recurring. Reinstalling later is a fresh connection, not a restore.
3. The free trial
The trial runs for 14 days or 50 shipments, whichever ends first, and costs nothing. If you uninstall during the trial you are charged nothing at all. No subscription begins without you approving the charge in Shopify.
4. Subscription refunds
Subscription and overage charges are billed through Shopify and appear on your Shopify invoice.
| Situation | What happens |
|---|---|
| You uninstall mid-cycle | The subscription stops recurring. The current cycle is not automatically pro-rated — write to us if you believe it should be and we will look at it. |
| You were charged after uninstalling | Refunded in full. Tell us and we will process it. |
| You were charged twice for the same cycle | The duplicate is refunded in full. |
| The app was unusable for an extended period through our fault | We refund or credit the affected part of the cycle. |
| You downgraded your plan | The new plan starts at your next billing cycle; the current cycle is not refunded. |
| You used the plan and changed your mind | Not normally refundable, but ask — we would rather hear it than not. |
5. Shipment cancellations
Cancelling a shipment in the app is not a payment refund — no money is involved on our side. It asks your courier to cancel the booking.
- If the courier confirms the cancellation before pickup, the shipment is returned to your plan allowance and does not count against it.
- If the parcel has already been picked up, the shipment stands and remains counted.
- If the courier’s answer is ambiguous — a cancellation and a pickup racing each other — we flag it for review rather than guessing, and nothing is reversed until it is resolved.
- Any freight your courier charges for a cancelled or returned shipment is set by your contract with that courier.
6. What we cannot refund
- Courier freight, fuel surcharges, COD handling fees, RTO charges and weight-discrepancy charges — these are billed by your courier under your own account and never reach us.
- COD money owed to you by a courier. The app reconciles it and shows you what is outstanding, but the cash moves between the courier and you.
- Losses caused by a courier — late delivery, damage, loss or misrouting. Those are claims against your courier under your contract with them; the app gives you the tracking and reconciliation evidence to raise one.
7. How to request a refund
Raise a ticket from inside the app, or write to support@jsyxi.com. Include your store domain, the charge date and the amount.
We aim to acknowledge within 2 business days and to decide within 7 business days. Approved refunds are issued through Shopify to the payment method Shopify holds for your store, and appear according to Shopify’s and your bank’s timelines — typically 5 to 10 business days after we process them. We do not hold your payment details and cannot refund by any other route.
8. Changes
If this policy changes, the effective date above changes with it and material changes are notified in the app. The policy that applies to a charge is the one in force on the date of that charge.
9. Contact
support@jsyxi.com · see also our Terms of Service