PayPal refund

New Member
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Hey, one of my customers order some items off my website! They got the product but before they got the product that money they use to buy it was refunded! But they still got there items!? 

Shopify Staff
Shopify Staff
269 23 39

Hey, @Royaltygenesis!


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


I'm sorry to hear of the situation you're facing. I'm happy to look into this further with you to see what may have happened. I'll need some more context in order to fully understand the situation. Could you please reply to this post and provide the following information:


  • Was this order refunded intentionally?
  • Was the refund processed by your or one of your staff members, or was it seemingly automatically refunded by PayPal? 
  • Have you been in communication with the customer at all regarding this order and the refund? 
  • Could you please send a screenshot of the order timeline showing the refund event? (please be sure not to include any sensitive information about your shop or your customer in this screenshot)


I look forward to hearing back so we can continue to look into this together. 

Ash | Social Care @ Shopify 
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