We started using Synder to sync Shopify, Stripe, and QuickBooks Online. For six months, it functioned as advertised, and in January, we committed to an annual plan to cut down on monthly costs. It seemed like a safe decision—until February.
That’s when Synder quietly removed one of the core features we relied on: syncing Stripe transactions into three parts (Invoice, Payment, and Stripe Fee). This setup was essential for clean accounting in QuickBooks. Without warning, Synder changed this to a single Sales Receipt with a Stripe Fee, which disrupted our workflow and forced us to process every Stripe transaction manually.
We immediately contacted customer support. For weeks, they deflected, citing back-and-forths with their technical team. Eventually—after over a month—they admitted the feature would not be returning. At this point, Synder no longer met the use case we paid for.
We asked for a refund. It was escalated to their billing team. That was three months ago. Since then, we’ve followed up every few weeks and received the same canned reply: “It’s with the billing team, they’ll get back to you soon.” They haven’t. Not once.
We’ve now lost hundreds of hours manually reconciling transactions due to their feature change. Synder continues to ignore our refund request while keeping us locked into an annual plan for a product that no longer serves its advertised purpose.
The issue here isn’t just the missing feature—it’s the complete lack of accountability and basic customer service. If your business depends on consistent, reliable accounting integrations and transparent communication, Synder is not a company you can afford to trust.
Avoid annual contracts. Avoid this tool if your workflows depend on stability.
Sherif, thank you for writing this, and I'm sorry. I'm Michael, Synder's CEO.
Two things went wrong on our side. We changed how Stripe invoice payments sync without telling customers first, and a refund request then sat with our billing team for far too long. Neither is acceptable, and the review is fair on both.
What we've changed since: product updates that affect how transactions post now go out to affected customers before they ship, and refund and billing escalations have a one-business-day response target regardless of plan.
We've since connected directly and settled your case in a way you agreed to. If anything about that is still open, email me at michael@synder.com and I'll handle it personally.