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Refund Failure

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I'm pretty new to Shopify and had a refund that i sent arranged to send back to a customer  but as my payout balance was negative and it failed to send the refund and was adjusted back but how would i resend the refund again?





Reply 1 (1)
Shopify Staff
Shopify Staff
645 47 75

Hi @Scandalous!

Ivy here from Shopify.

Was this refund applied using Shopify Payments as the gateway? If so - When your Shopify Payments account displays a negative balance, then you might not be able to issue a refund. Refunds are listed as Pending until you have made enough sales to have a positive balance in your Shopify Payments account, and then you can successfully issue a refund. You can read about payout/refunds in detail here if you wish. So if this is what is going on in your case, the refund would currently be classed as pending rather than failed.

In order to be 100% sure that the refund is pending rather than failed, we would have to access your account. I am not able to access account here via the Community, however you can reach out to our Support Portal which will give you access to our live support advisors who can login to your store and check this for you - Please visit this link and log in to your account to create a support request.

You mentioned you are new to Shopify - congratulations on your new store! I'd love to hear all about it? Do you have any goals or targets in mind  that I could help with? 

Thanks, Ivy. 

Ivy | Social Care @ Shopify
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