Accepting credit cards, warehouses, and shipping and fulfilling orders
A customer exchanged an item and paid the difference. He left the store. I tried to do the exchange in the pos and I was only able to do a return. It refunded the $857.00 to the customer's credit card. I have no way to charge the card. I reached out to Shopify through email and I have never received a response. How do I recuperate the money? How do I do an exchange without doing a return and losing the money?
Hi @KatieMustang,
That does seem very annoying for sure. I looked into this and spoke to someone on our retail team. In terms of next steps, there is no way to reverse a refund/return. With that in mind, the best way to recupurate the money is to create a draft order for the amount returned in error then send the email invoice directly to the customer. If the customer comes back in person you could also do a custom sale within the POS app, but an email invoice could be the best option so you have a copy/ history of what's happened.
You can see the guide for creating a draft order here. I hope this helps and puts you at ease for your situation. If you have any other questions, please don't hesitate to let me know!
To learn more visit the Shopify Help Center or the Community Blog.
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