How does refund payment work when payout balance is zero?

[kooger21]

Hi

I recently put one of my stores on hold due to Christmas and deliveries taking to long.

Any outstanding pay-outs had been made to me.

However I have now had to provide a refund, but as my pay-outs balance is 0 where do the funds come from for the refund?

Thanks

[Greta]

Hi there, @kooger21!

Thank you for your question. From a customer service perspective, it's great that you're thinking of your customers first and wanting to provide them with refunds on these orders. 

When you processes a refund on Shopify Payments, the funds are immediately sent back to the customer's credit card. Shopify fronts the funds for the refund on behalf of the merchant so that the funds are returned to the customer as quickly as possible and to ensure we're adhering to banking industry standards/best practices. 

The way the refund balance is deducted depends on where you reside. If you live in the US, Canada, or Australia, the refund amount will be debited from the bank account that you have on file with Shopify Payments. If you live in Austria, Denmark, Germany, Hong Kong SAR, Ireland, Italy, Netherlands, Singapore, Spain, Sweden, New Zealand, or the United Kingdom, negative payout transactions (such as refunds and chargebacks) will be covered by future positive transactions. You can also check out the help document on this subject which has all the details.

I hope this answers your question. Please let me know if you'd like me to clarify anything!

[kooger21]

Hi 

Thanks but there will not be any future positive transactions as the store will no longer be used 

So how do I clear the balance?

Thanks 

[Greta]

Hi, @kooger21!

Thank you for getting back to me. 

If you are in a region where refunds are taken from future positive transactions (Austria, Denmark, Germany, Hong Kong SAR, Ireland, Italy, Netherlands, Singapore, Spain, Sweden, New Zealand, or the United Kingdom) and you wish to close your store or if the store will remain inactive, you will need to get in touch with our Support team. I'm not able to provide account-specific support through the Community, but if you create a support ticket via the Help Center our Support team will be able to help you out by live chat, callback, or email. You will be working with our Recovery team to settle the balance.

Please let me know if you have any other questions!

[kooger21]

Hi

Thanks but there will not be an future positive transactions as the store will no longer be used

So how do I clear the balance?

Thanks