Refund Question

jumpman575
New Member
2 0 0

I have some products that i was dropshipping and all of a sudden the list raised the price for shipping like crazy now it is not worth purchasing the product at all. Shopify has deposited the customers money into my account. I am probably going to refund 10 clients since shipping got so high. I was wondering how does that work? since my balance is 0 currently. I am currently testing other products. Do i just refund from shopify and they will withdraw the funds from my bank account or?

 

thanks 

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Ash
Shopify Staff
Shopify Staff
772 86 115

Hey, @jumpman575!

 

Ash here from the Shopify team. Welcome to the Shopify Community! 

 

I'm sorry to hear of the situation you ran into. I'd love to get some more context behind this. Where exactly did you see the increase in shipping cost for these products? Was this from the suppliers end? 

 

As for the refunds, that would depend on what payment provider you used to process the payments. I see you mentioned that Shopify deposited the money into your account, so I assume Shopify Payments was used, but please reply back to this post and correct me if that is not right.

 

Assuming Shopify Payments was the gateway used, then you can simply process the refunds directly through the order pages in the admin. When a refund is processed on Shopify Payments, the funds are immediately sent back to the customer's credit card. Initially, Shopify fronts the funds for the refund so that the funds are returned to the customer as quickly as possible and to ensure we're adhering to banking industry standards/best practices. Shopify then reclaims those funds from your next payout.

 

I hope this helps answer your questions, and please let me know if there's anything else I can clear up.

Ash | Social Care @ Shopify 
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jumpman575
New Member
2 0 0

Yes for example the client already ordered the product and the money was deposited into my account. I want to send them a refund i will be testing more products. I just dont want to get in trouble with shopify for having a negative balance.

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Ash
Shopify Staff
Shopify Staff
772 86 115

That is a totally fair concern! If you used Shopify Payments to process the payments you're planning to refund, then there is no need to worry. As I explained in my previous reply,  when you process a refund for orders originally paid via Shopify Payments, Shopify fronts the funds for the refund, and then reclaims those funds from your next payout(s).

 

I just want to clarify however, was Shopify Payments used, or did you process the payments in question via a third-party payment provider? If a third-party payment provider was used, then I would suggest contacting them directly for further insights on their refund process.

Ash | Social Care @ Shopify 
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LQ
New Member
1 0 0

What if your store doesn't get no more new sales. How can I pay that money that Shopify owns me as I don't get any new payouts?

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Ash
Shopify Staff
Shopify Staff
772 86 115

Hey, @LQ!

Ash here from the Shopify Team. Great question, and welcome to Shopify Community and to this thread!

If a merchant owes Shopify money due to refunds or chargebacks and is no longer making sales, then a negative payout (debit) will be created. This is why one of the bank account requirements to use Shopify Payments is that the account must be set up to allow for debits. I hope this helps clear that up, and let me know if you have any other questions around Shopify Payments, payouts, or anything else! 

Ash | Social Care @ Shopify 
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Phyon
New Member
1 0 0

 Hi, 

Understand that the refund will be debit by the next payment. Since it is everyday transaction, I cannot figure out the net balance your company debit our bank.

Where can I find the net debit balance details?

Thank you!

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Ash
Shopify Staff
Shopify Staff
772 86 115

Hey, @Phyon!

Ash here from the Shopify team. Welcome to this thread and to the Shopify Community! 

Depending on the payment gateway(s) you use to process payments, refunds are handled differently. If you're using Shopify Payments and you issue a refund, then the amount is deducted from your next available payout. If your payout doesn't have enough funds for a return, then there are different outcomes depending on where you are located. For stores located in:

  • Austria, Denmark, Germany, Hong Kong, Ireland, Italy, Netherlands, Singapore, Spain, Sweden, New Zealand, and the United Kingdom, the remainder of the refund is deducted from the next payout until the refunded amount is covered.

  • United States, Canada, and Australia, the balance is debited from your bank account on the day of the payout.

A refund takes up to 10 business days to be credited back to your customer, and if a negative balance payout fails, then the payout is tried again in 3 business days. Our Help Center has a section with more information on refunding orders via Shopify Payments

With that said, in order to access the total amount of refunds associated with your Shopify Payments account you need to be logged in as the account owner. Once logged in, head over to Settings> Billing, and scroll to the bottom of the page to find the Finance Overview. Click "View Finance Overview", and you'll be able to set a date range to view your Charges, Refunds, Adjustments, Fees, and Total Payouts for the selected range. 

Now if you're using a third-party payment gateway and process a refund, you would need to log into your third-party merchant account to see the total amount of refunds processed, including any fees, etc. that they charge. 

I hope this helps clear everything up, and feel free to reach back out in a reply to this post if you have further questions! 

Ash | 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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