cancelled order not refunding full amount?

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Explorer
87 1 17

I placed a test order for a .75 item  shipping was 3.54  taxes were .31  total 4.60   I then removed the item, cancelled the order, refunded etc  and it's telling me I still owe the  customer 81c   ????  First of all, where's the 50c coming from   I'm assuming it didn't refund the taxes and my first question is why? but then what's the extra 50c  and how do I get it to totally refund.  status is partially refunded.

I'm so confused.

 

 

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Shopify Staff
Shopify Staff
1426 87 315

Hey, @TAGSAngel

Could you share a few screenshots of the order, and the order timeline while blurring out any sensitive information so I can see what you're seeing on your end? Could you also let me know what payment processor was used to process the payment? 

Peter | Social Care @ Shopify
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Explorer
87 1 17

Hi Peter  Thanks for responding  Here's the screen shots.  Assuming these are enough? If not, let me know what else you need please.

Capture3.JPGCapture2.JPGCapture1.JPG

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Shopify Staff
Shopify Staff
1426 87 315

@TAGSAngel 

Thanks for those! I can see that you edited the order which is not an action that would typically be required during the refund and cancelling process. Based on your initial reply, you mentioned you removed the item which I suspect is the reason why there's now a discrepancy. If the item was removed, there is no longer an item to refund outside of the shipping and tax. However; the system does appear to have refunded the order correctly: 

  • $3.54 (shipping) x 1.07 (tax) = $3.78 (amount was rounded up to get $3.79)
  • $0.75 (product) x 1.07 (tax) = $0.80 (you're seeing $0.81 because of the shipping being rounded up)
  • Difference between the cost of what was refunded and the total cost is $0.81

These are rough estimates, and may not be entirely accurate without looking at the order directly.

When refunding the order, it would allow you to restock the item which would be the process you want to take in the future instead of editing the order to remove the product. More information on the refund and cancelling steps can be found here

If you're not seeing an option to fully refund the remaining amount then it is likely due to having the product removed. Are you able to edit the order and add the product back in, then process the refund? Or is the option to edit and/or refund completely removed?

 

Peter | Social Care @ Shopify
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Explorer
87 1 17

OK yes, I removed the item (thinking that was what I needed to do - I'm still very new at this and I don't get cancellations so didn't really know how to deal with it.
but no I cannot edit it Canceled orders can’t be edited. 

I mean, it's my own credit card and my own test order (which I made because I changed around the order confirmation that went to me and I wanted to see it.  (after I did it I realized that I could send myself a test email.... duhhhhh..

I dont' care about the 81c I mean I'm sure I'm paying more than that in the fees to place the order/refund the order but Ijust dont' want things lingering in abeyance maybe messing things up somewhere else down the road.
Is there no way to clear it off since I can't add it back?

 

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Explorer
87 1 17

Peter, I don't know how to tag you in my reply above so you will see it.   @Peter  (ok I guess it was as easy as that  lol)  

 

And.... Since you're a Shopify "Staff"  Could you please get someone from the "simple theme" team to look at the shipping calculator posts on the forum. Everyone from every other theme gets it to work but not "Simple Theme"  We'd all really appreciate the help on that one.  Thank you.

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Shopify Staff
Shopify Staff
1426 87 315

@TAGSAngel 

The option to refund should still appear; however, if you're having issues getting the leftover balance refunded then I'll want to take a direct look at the order to see what I can find out for you. I've gone ahead and shipped you an email to verify the store. If you can reply to that email with the requested information then I can have the order reviewed. 

As for the second question, as far as I know, a shipping calculator is not natively added to the Simple theme. Are you using an app to get this added, or a tutorial?

Peter | Social Care @ Shopify
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Explorer
87 1 17

@Peter 

I used the tutorial (several times and several different versions of the code)  1 version of the code leaves the collection images with zero opacity (or similar) the other is fine but neither result in any rates quotes.  Everyone else on that thread using simple theme has similar issues.   It will tell you that the zip code doesn't match the state if an inaccurate match is put in, but it will not give you rates.
I've used both versions of  rates start at  and all rates available.

I've changed placement of the code as per other's suggestions etc etc.  I've gone through that whole thread and every version of the code several times to no avail.  (as have others)  It works seamlessly on supply theme (with a tweak here and there) so I do understand how to do the coding but there are a few differences with what files simple code has and doesn't have, but again I've followed the tutorial to the letter and then tweaked according to suggestions when it didn't work.

If one of the developers from simple theme can figure the whole thing out and re-post the tutorial I'm sure it would make a lot of people happy!


As per the cancelled order.... I'll go look for your email now.  Thank you

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Shopify Staff
Shopify Staff
1426 87 315

@TAGSAngel 

Could you share a link to the tutorial? If this is a Shopify provided tutorial and is not considered to be an "advanced tutorial" created by our teams, then we might be able to help get this added. However; if you are following a third-party tutorial, or if it is an advanced Shopify tutorial, then it would require the help of a developer as this request would fall outside the scope of what we can support. 

Peter | Social Care @ Shopify
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Explorer
87 1 17

@Peter 

Unfortunately, it seems to be advanced.  But again, works ok with every other theme except simple theme. 
I mean if they're calling it advanced because you need some understanding of the liquid files etc I think everyone who has tried has it pretty much down pat.  I myself have gotten it to work on a different theme with ease.  It's an issue with the simple theme.  And I'm sure if the Simple Theme Team would just take a look at it, they can figure out how to fix it and post their changes to the code.
I mean I'm sure they want their users to be able to utilize this important feature  (no customers wants to go through 80% of check out before figuring out if they want to pay the shipping fees or not.  It causes an increase in abandoned carts.



.https://community.shopify.com/c/Shopify-Design/Cart-Add-a-shipping-rates-calculator-to-your-cart/td-...

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