Re: Once you hit refund Shopify can NOT help you if it was refunded by error

Once you hit refund Shopify can NOT help you if it was refunded by error

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First of all, the return process through Shopify POS is terrible if there is no receipt or gift receipt.  So we found the original receipt however accidentally hit refund instead of giving a store gift card.  I chatted with Shopify as that is all they offer and they told me there is nothing they can do to reverse the refund.. So now I had to give the customer a gift card on top of refunding the gift giver her $120.   Is there another processing company that I can use instead of Shopify?  Because I can not believe I am using a processor for this amount of funds and they will n ot speak to me or help me out!!!  Unaccceptable!!!   I am really thinking Shopify is not the way to go when majority of my business is on the POS for in store shopping.   Anyone have any suggestions or help?

Reply 1 (1)

Shopify Staff
3010 294 522

Hey, @Poppies.


Thank you for reaching out and bringing this to our attention.


You can offer gift receipts using the Shopify POS. However, once a refund has been actioned, then there isn't a way to reverse that process. In general, when a refund has been processed back onto the original card, then we wouldn't recommend issuing a gift card on top of the refund. Nevertheless, we can understand why you'd want to do that and I'm sure your customer appreciates it as well. On that note, if you'd like to use a different payment processor on the Shopify POS, then you can consider activating a custom payment for Shopify POS - such as a bank terminal. 


That being said, if you'd like to speak to someone from Shopify for account-specific support, then we'd be happy to continue assisting you through live chats or emails. Simply visit the Shopify Help Center and login to your account to create a support request. After logging in, simply click on any article on our Help Center and our contact options will near the bottom of the page. 


I noticed that you're a new member of our Shopify Community! I'd love to hear more about your business and share some resources to help you get started. What kinds of products are you selling? Do you have a marketing plan prepared for your store?


Elias | Social Care @ Shopify 
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