Refunding

[Swannie]

Hi

I have connected my eBay store and someone purchase an item. They phoned me up straight away and said it was the wrong order so before I fulfilled it I refunded them. As this payment was made via PayPal from eBay will the refund I have given them be done automatically? And how long does it take for the refund to appear back in their account? The message in the refund bit under the person who ordered says ‘refunded from Manual gateway’ what does this mean?

[Helen]

Hey, @Swannie! 

I’m Helen from Shopify Support. Thanks for your question.

When using the Ebay sales channel, refunds must be done from within your Ebay account in order for the funds to be returned to your customer. Please see Ebay’s help center article on this here, and contact them directly if you need any assistance with this. Additionally please reach out to Paypal to inquire about the processing time for the refund through their payment gateway.

However, following the refund process within your Shopify admin via the steps found in our Help Doc on refunding orders is recommended as well. Refunding the order in your admin will not actually initiate the return of payment to your customer, as the ‘refunded from Manual gateway’ note in your order timeline indicates. But it will put the items from the order back into your inventory, and account for it in your sales reports and other analytics.

I hope this all makes sense?! Please let me know if you have any other questions or concerns. 

[cdschn]

I did not realize this and refunded my customer from Shopify.  Is there any way to get my money back?

[Helen]

Hi, @cdschn! 

Thanks for reaching out about this. If you refunded your customer in your Shopify admin for an order that was placed through the Ebay sales channel, then no actual funds would have been returned back to your customer via the Shopify refund. For orders placed through the Ebay sales channel, the customer payment would have been through the payment gateway connected to Ebay (not Shopify) and so to actually return the money to your customer, the refund needs to be processed via your Ebay account.

However, as I mentioned in my previous post in this thread, refunding it in your Shopify admin is actually a good step for record keeping purposes! It allows you to restock the returned items, and will also keep your orders and analytics up to date by showing that there was a refund that occurred. 

Hope this helps! Let me know if I can offer any further clarification on this for you.

[kmc22]

Hello,

I have refunded an EBAY customer thru shopify  from manual gateway and it says "success"

Can you please confirm if this did not went thru?  Shall I do it again via EBAY itself? I am just scared to do it twice.

Thanks,

Best regards, 

KC

[Swannie]

Also what was the refund for?


Steve Swann
Founder of Switchback Collective
Mobile: 07966688095
http://www.switchbackcollective.com
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[Helen]

Hey, @kmc22!  Refunds through third party channels can be confusing, and I totally understand your hesitation to issue it for what seems like a second time, through Ebay. 

As explained above, with the Ebay sales channel, payments for orders that are placed on Ebay are not processed through Shopify. They are  processed through the payment gateway connected to your Ebay account. Therefore, in order to process a return of those funds to your Ebay customer, you’ll need to issue the refund through the same processor that originally collected the funds. So, yes, you will need to issue the refund through your Ebay account as well.

Refunding it through Shopify is for business management purposes only (ie. accounting and inventory), and so there is no transfer of funds when you apply a refund to the Shopify order, since your Shopify account is not connected to Ebay’s payment gateways.

There are a number of links in my two previous responses above as well, if you are wanting to find more information about refunds and the Ebay sales channel. 

Does that help ease your concerns?

[Swannie]

Why am I getting this message as I’m not @kmc22 ??

[kmc22]

thank you for the clarification

[Helen]

My pleasure, @kmc22. I’m happy to help!

@Swannie, are you receiving email notifications about the activity in this thread? This is normal, since you are the one who started the topic. However, you can adjust your subscriptions and notifications from your Community account settings, as seen below:

[Bountycollect]

Click to expand...

Hello,


I'm running into the same topic. As per your instruction I issued the refund from eBay, then from Shopify. I'm hoping the refund doesn't double up as well.



However, I noticed instructions from eBay contradictory from yours:

https://connectebay.zendesk.com/hc/en-us/articles/115002037071-Refund-an-eBay-Order#:~:text=To%20ref....


"To refund an eBay order, access the orders within Shopify."
"Once cancel order is selected, the information will automatically update to the order on eBay and the refund will automatically process."

Please advise on clarity. Thank you.

[Helen · Accepted solution]

Thanks for sharing what you’ve found here, @Bountycollect! The steps I originally provided for refunding an order placed through eBay were posted over a year ago, and as you can see below, eBay has recently changed the way their sales channel handles refunds through Shopify. So, the good news is, you can now refund eBay orders directly through your Shopify admin!

The eBay sales channel is completely supported by their developers, so if you have any further questions about how processes work or need assistance troubleshooting when selling through eBay, please reach out to them directly. They’ll be your best resource for the most up to date information.

Thanks again, for bringing this to my attention! I’ll mark this post as an accepted solution for others who may discover this thread.

@selina10261, does this clear things up for you as well? 

[Bountycollect]

Hello Helen and @selina10261,

This is wonderful news. Thank you for clearing that up. In addition to my
findings I spoke with Michelle at Shopify Help Center. She provided
additional insight to my further questions that may interest you both:

Me:

1. I refunded from eBay first. But my inventory on Shopify hadn't updated.

2. I proceeded to refund from Shopify. My inventory updated. However, does
this mean I refunded the customer twice? I checked my Paypal/Bank
Statements but there are no refunds processed yet, possibly due to delays,
so I cannot verify.


Michelle:

Hi,

No, a refund for the eBay order will only be processed once. If already
showing refunded in eBay for the order, then doing a refund of the order in
Shopify will just update the order details in Shopify, but will not refund
the order again in eBay.

[Helen]

You’re welcome, @Bountycollect. And thank you for sharing this additional information!

Please let me know if you have any other questions or concerns.