Refund my customer while my payout in reserve

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New Member
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Is there availability to Refund my customer while my payout in reserve and on hold for 120 days ?

I mean my other store is closed and should receive my payout after 120 days and I need to make a refund for my customer before this period passed and close the case .

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Shopify Staff
Shopify Staff
474 34 67

Hi, @lasslady!

Sophia here from Shopify.

You can absolutely process a refund for your customer, regardless of whether there is a reserve on the account. If the refund was processed through Shopify Payments, it will be submitted immediately. Keep in mind that there may be some processing time involved before the customer's bank posts the refund or reversal on their statement. This typically happens within 5-10 business days.

To clarify, do you need to process a refund on the store that is closed, or is the order on a store you currently have access to?

Sophia | Social Care @ Shopify
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New Member
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The store is closed 

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Shopify Staff
Shopify Staff
474 34 67

I see. In that case, you would need to reactivate the account in order to locate the order in the admin and process a refund for it. Whenever you're ready to refund the order, you can login to your store to reactivate it, then close the store again once the refund is processed.

Sophia | Social Care @ Shopify
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New Member
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They closed it finally and they insisted to not open the store and not refund the process,  I don't know why and how?

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Shopify Staff
Shopify Staff
474 34 67

I'm not quite sure what you mean. Can you please elaborate on what happened with this order? You mentioned that you needed to refund a customer. Was this someone who filed a chargeback? Who advised that you not reactivate the store to refund the order?

Sophia | Social Care @ Shopify
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New Member
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Shopify refused to refund the customer and refused to even activate the store to initiate the refund then close, However the customer didn't file chargebacks,  and why should I wait till chargebacks,  I need to settle everything asap, As I won't use shopify anymore or recommend it.

I AM SEEKING TO FINALIZE EVERYTHING BUT NO AVAIL.

 

More than 40 E-mail fighting for reactivate the store and issue a refund to the customer as store closed,  so no neccessary to keep the funds with me.

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Shopify Staff
Shopify Staff
474 34 67

Thank you for providing more detail here, @lasslady. I'm sorry to hear that you've not had a good experience with Shopify Support via email.

I need to be clear that Shopify staff do not have the authority to change your plan or refund orders—your store can only be reactivated by the account owner, and refunds can only be processed by the account owner or other staff (if applicable) who have been given permission by the account owner to view and take action on orders.

To refund the order, you need to log in and reactivate the account, then follow the steps outlined here to refund the order. For security reasons, this cannot be performed for you by Shopify staff.

Sophia | 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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New Member
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The owner has the access and also can give the staff access  but the problem that they deactivated the store 

Yikytrend.com 

No admin dashboard, nothing to manage 

Deactivated the admin of my domain.

I can't access by the owner account 

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New Member
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When I enter the domain name Yikytrend.myshopify.com 

 

It shows the store down from the beginning 

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