Channel Advisor and Shopify Plus credit card payments

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Our Shopify store is integrated with Channel Advisor for order management. Normally when we cancel and refund an order in Channel Advisor the order is canceled and refunded in Shopify. We recently upgraded to Shopify Plus and now when we cancel/refund in CA it does not carry over to Shopify. We contacted Channel Advisor and they said we need to contact Shopify and we contacted Shopify and they said to contact channel advisor. 

 

Has anyone been through this? Not sure where to turn from here

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