I’m Helen from Shopify Support. Thanks for your question.
When using the Ebay sales channel, refunds must be done from within your Ebay account in order for the funds to be returned to your customer. Please see Ebay’s help center article on this here, and contact them directly if you need any assistance with this. Additionally please reach out to Paypal to inquire about the processing time for the refund through their payment gateway.
However, following the refund process within your Shopify admin via the steps found in our Help Doc on refunding orders is recommended as well. Refunding the order in your admin will not actually initiate the return of payment to your customer, as the ‘refunded from Manual gateway’ note in your order timeline indicates. But it will put the items from the order back into your inventory, and account for it in your sales reports and other analytics.
I hope this all makes sense?! Please let me know if you have any other questions or concerns.
Thanks for reaching out about this. If you refunded your customer in your Shopify admin for an order that was placed through the Ebay sales channel, then no actual funds would have been returned back to your customer via the Shopify refund. For orders placed through the Ebay sales channel, the customer payment would have been through the payment gateway connected to Ebay (not Shopify) and so to actually return the money to your customer, the refund needs to be processed via your Ebay account.
However, as I mentioned in my previous post in this thread, refunding it in your Shopify admin is actually a good step for record keeping purposes! It allows you to restock the returned items, and will also keep your orders and analytics up to date by showing that there was a refund that occurred.
Hope this helps! Let me know if I can offer any further clarification on this for you.
Hey, @kmc22! Refunds through third party channels can be confusing, and I totally understand your hesitation to issue it for what seems like a second time, through Ebay.
As explained above, with the Ebay sales channel, payments for orders that are placed on Ebay are not processed through Shopify. They are processed through the payment gateway connected to your Ebay account. Therefore, in order to process a return of those funds to your Ebay customer, you’ll need to issue the refund through the same processor that originally collected the funds. So, yes, you will need to issue the refund through your Ebay account as well.
Refunding it through Shopify is for business management purposes only (ie. accounting and inventory), and so there is no transfer of funds when you apply a refund to the Shopify order, since your Shopify account is not connected to Ebay’s payment gateways.
There are a number of links in my two previous responses above as well, if you are wanting to find more information about refunds and the Ebay sales channel.
Does that help ease your concerns?
My pleasure, @kmc22. I’m happy to help!
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