I fulfilled A High Risk Order And it Show's It's Been Paid For but it's not showing up!!

[Keira2]

Hey guy's so I refunded a high Risk order but after doing so I contacted the girl I knew her we actually went to school together I asked her could she replace the order and it still got flagged as high Risk but considering that I know her and we talk about it I  fulfilled it  the next go around now her payments is not showing up in my next payouts it's only showing where I refunded her the first time but not when she replaced the order WHAT SHOULD I DO?? PLEASE HELP!! 🤦🏿‍♀️

[Imogen · Accepted solution]

Hi there, @Keira2!

Thanks for connecting with us today through the Community! This is a great place to come by anytime you have questions about your Shopify Store, or anything else Shopify related! 

It's great that you were working so hard here to accommodate this customer that you know. Typically, if an order comes in as high risk and you refund it, any following orders will likely be tagged as high risk if they come from that same customer. Refunding high risk orders is always a good idea though so you don't run the risk of having a chargeback filled against your business. 

Based off of the information you've provided, it sounds like everything went as expected and things seem to be going as expected normally. You refunded the original order, and then had the customer place a second and fulfilled it.  Please let me know if I'm missing any details here. That second order that was placed you would have collected payment on, so it's likely that the reason why you weren't seeing that order's information in your payouts was because of how recent it was. If possible, check your payouts now and see if the new order details are appearing there. 

If you find that the second order's information is not appearing in your payouts currently, I suggest reaching out to our live support team so they can investigate the matter for you. You can contact our team by using this link here. 

Let me know how things go!