My name is Lizzy and I’m from the support team at Shopify.
To answer your question, sometimes an order won't have a refund option. This can happen for a few different reasons. First of all if payment hasn't been captured yet you won't have the option to refund the order. It looks like this is the case with order ADN3284. As you can see here payment for this order is still pending:
Another possible cause is if the total for the order was $0. If no money was accepted on the order it won't be possible to mark it as refunded, as there is nothing to refund.
The last option is that the order has already been refunded. It doesn't look like that's the case with either of these orders, as it would display "Refunded" instead of "Paid" or "Payment pending".
In any of these cases you will still be able to restock the products if that hasn't already been done!
It looks like your business is using our draft orders option, which is great! Do you often take customer orders over the phone or create orders to provide a more tailored experience?
Thank you for that screenshot @daiana!
My first instinct is to say that, for this order, the issue could be related to the payment gateway that was used, as I can't see any other obvious indicators as to why there is no option to refund.
However, without looking into the order in more detail I can't be sure. I've sent you an email to the address you use for the forums. Please feel free to get back to me there if you'd like me to continue looking into this with you!
I have a similar issue. I don't have a refund button anymore (second photo)
And if I click ' restock' instead, it says it is a 'free order' however, it is clearly an order for 26,95 and that money also came in..
I did just update the API key for my Mollie (ideal) payment (as there seemed to be a bug in there too).
My website is going big in a couple of days - hope you can help me!!
Thanks, best, Marieke
Thank you for sharing all of those details and images so that I could take a look! I can see here that you're using a third party payment gateway. This means that you will not be able to process a refund for this order through Shopify, you would need to refund your customer through the gateway directly and then mark the product as "restocked" in you admin. This is also why, when you go to restock, you are seeing this is a free order. The money wouldn't pass through Shopify, so when you hit restock you will not be moving any money.
Please feel free to ask any questions at all about what I've said here!
I also wanted to let you know that I've edited your first post and removed the screenshot, to protect the privacy of the person who's address is shown there. If you would prefer to speak to our support teams on a private channel you're welcome to reach out to us any time by following the steps here!
I have the same issue. It's so strange as we did definitely have a "refund" button before. It's a new problem as I used to be able to refund customers no problem, even if the payment was through a third party gateway. I don't see clear answers on this thread here, can someone help?
Currently I can refund "paypal" customers but not the wirecard customers.