Cancelling order and refund

Aoli-Bangalore
Tourist
11 0 0

I have a 3rd party payment gateway integrated to my shopify store, will cancellation of order by admin lead to automatic refund of the amount that was paid or will the admin have to do more tasks to initiate refund for the cancelled order ?

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Oliver
Shopify Staff
Shopify Staff
425 48 79

Hi, @Aoli-Bangalore !

 

Which payment gateway are you using? Cancellation of an order will not result in an automatic refund. The steps you'll take to refund your customers depends on the gateway you are using. Some third party gateways will allow you to refund from the Shopify admin and others will not. If refunds in the admin are supported by your gateway, you can refund customers by following these steps. Some gateways will require that you process refunds directly in their dashboard instead.

 

Hope this helps!

Oliver | Social Care @ Shopify 
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Aoli-Bangalore
Tourist
11 0 0

I am using Razorpay as payment provider, 

I went through the video tutorial you had mentioned. The video talks about "Refund" option being available in order info page but i do not see any refund option in the order info page or anywhere, the only option i see is "cancel order". hence the confusion

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Oliver
Shopify Staff
Shopify Staff
425 48 79

That makes complete sense. RazorPay is a gateway that doesn't allow you to process refunds from within the Shopify admin. You'll need to process refunds from within your RazorPay dashboard instead.

 

Let me know if you have any further questions about this!

 

Oliver | Social Care @ Shopify 
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Alastair_Wilson
Shopify Partner
1 0 0

We are using Windcave (DPS).

My question is does Shopify still take a percentage of sale if we have to refund via the 3rd party payment gateway and not via the Shopify Admin?

Regards Alastair

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Oliver
Shopify Staff
Shopify Staff
425 48 79

Hi, @Alastair_Wilson !

Thanks for your question! The answer will depend on the gateway you're using and where you're located so I'll lay out the possibilities for you here. 

US Merchants: US merchants will not be credited back transaction fees upon refunding an order.

Merchants in countries other than the USA: If a merchant refunds an order where a transaction fee was charged, they will only receive a credit for that transaction fee if they refund through the Shopify Admin directly. Also, If your payment gateway does not support refunds through Shopify and/or you process refunds through your payment gateway instead, you will not receive credit.

Hopefully this clears things up for you!

Warm regards.

Oliver | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

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