Refunds

[chintan393]

Hi. So my case is a bit complex.

The issue is regarding refunds.

I use third party payment gateway (cashfree) on the website. I have integrated my paypal in that payment gateway (cashfree) on the gateway portal and not shopify.

I received an order and got paid via paypal. Due to some issues, I had to cancel the order. I cancelled the order on Shopify panel and requested a refund to the customer. But my refund was not been processed and the error was "Message - Failed to execute refund on the gateway". So I initiated a refund directly on my Paypal dashboard. The refund was processed and the customer received the payment back.

The issue now is that on my Shopify orders panel, the order is cancelled. But the status shown is "Paid", where as I already refunded the customer directly through paypal. How do I change the order status to "Refunded"?

[Level_3_Expert]

this happened because u clicked on cancel the order instead of refund the order. next time goto orders and open the particular order that u want to refund and below the order title u can see the option to make it refunded. once u cancel the order that cant be changed to refunded status

[chintan393]

Thank you for the response.

Infact I did try to refund before cancelling the order. But the refund was not being processed. I was not processed as my paypal is integrated in my third party payment gateway and not directly to shopify. So my refund was not processed. And hence I cancelled the order. As this is my first cancellation I didnt have much clue about this as well. Is there a way around this? I have refunded the amount to the customer. 

Is there a way out where in the team can change the status?

[Level_3_Expert]

no its not possible. u cant prevent happening this in the future. contact me anytime if u need any help on order processing or any other shopify related issues

[chintan393]

Thank You.

/

Can anyone from the shopify team put some clarity to this topic? Can the status be changed to "Refunded" after giving proofs that the order has been cancelled and refunded. 

[Level_3_Expert]

u can contact their customer support team

[Oliver]

Hi, @chintan393 !

Thanks for your question. Merchant can refund a PayPal Express order on the PayPal side in situations like this, which will then send Shopify a notification which will reflect the order was refunded by PayPal in your admin. It may just take a little bit of time for the new order details to propagate from PayPal. When was this refund processed?

In the meantime, I'd probably recommend adding a note to the order so that there's written information as a soft reminder that it's already been refunded.

All the best!

[chintan393]

Oh. Thank you for the reply. 

[PatrickDean]

Unable to refund after winning a dispute. We won the Braintree disputes on September 15th, 2021. Now we are attempting to refund the customer but the refund would not go through.