Why am I charged for a cancelled order on my e-commerce platform?

[AmyG1]

I don't understand the payout charges on an order.  I recieved an order that was quickly cancelled as the item was not what was wanted by the customer.  I had trouble accessing the Cancel Order tab as it did not show on my screen, so received help from a Shopify person to cancel.  I still am getting a fee charged on this, and no money really changed hands.  What is the policy on this?  I think this should be spelled out to a customer, that they will get a charge if an order cancelled.  That is not the same as a return agreed upon my the merchant.

Any thoughts on this?

[Erin]

Hi there @AmyG1. I can help you out with this.

It sounds like you are speaking about transaction fees, is this correct? We don't charge for payouts, but we do display transaction fees on your payouts page.

For context, transaction fees are charged on payments processed on Shopify and the fee is created at the time the payment for the order is captured. When an order is cancelled and refunded, transaction fees are not refunded. This is mentioned in our "Creating returns and refunds" Help Center guide found here. You can also read more about transaction fees on this page here.

The exception to this is merchants using Shopify Payments to process their payments. In most cases merchants using Shopify Payments are not charged transaction fees at all. You can read more about Shopify Payments and the eligibility requirements on this page here.

Please let me know if you have any questions about this or would like me to clarify anything.