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?
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.
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?
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.
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.