Why is my customer's refund failing even after multiple attempts?

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As the screen shot below, I have issue a refund to my customer but the system show it Unable to refund, I have refund it twice still show Unable to refund and the status show failure. My customer told me that his original card is expired and he tried to contact the bank and the bank said there is no refund to his original credit card. How can I do due to this situation?





Reply 1 (1)

Shopify Staff
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Hi @JeffChan,


Thank you for reaching out to the Community. I'm happy to provide some assistance with your orders, to ensure this gets resolved. 


As you're receiving an error when attempting to process the refund, I'd encourage you to  connect with us directly. This will allow our support team to investigate further, as we don't have access to any account specific information through the Community. They will be able to take a closer look and ensure it gets resolved as quickly as possible. 


To connect with us, you can: 


  • Head over to our Help Center
  • Enter into the chat box Contact Support.
  • Log into your shop.
  • Select one of the available support options.


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

Blair | Shopify 
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