Can I Still Refund A Customer Back On KOMOJU If I Closed KOMOJU On Shopify?

LynnQ
New Member
5 0 0

I'm using KOMOJU as payment method for my store. I want to deactivate KOMOJU for now. My question is, after I deactivate KOMOJU, if a customer who paid with KOMOJU asks for refund, how should I refund him/her? 

 

I read the guideline: "A refund can only be sent to the original payment method. If a customer no longer has access to that payment method, then they need to contact the bank or agency for the original payment method to claim the funds after the refund is sent."

 

1. Does it apply to KOMOJU?

2. Does the customer need to contact KOMOJU to get the refund?

3. Or the customer needs to contact me, so that I can wire him/her the refund via KOMOJU?

4. Can it be done with another payment method?

5. Can Shopify just deduct from the next Shopify Payments payout?

Replies 9 (9)

Jackpao
Excursionist
27 1 1

In my view, if you DISCONNECT the KOMOJU payment in your shopify store, then you want to refund one order,  now the shopify store is disconnected with the payment, so you can't refund successfully, because the refund info can not send to KOMOJU successfully, so you need to KOMOJU admin panel to refund.

 

A refund can only be sent to the original payment method means Where the money come from, where the money should go back, so no instead way to do, because it is not a wallet where can store the fund.

LynnQ
New Member
5 0 0

@Greta Hi Greta, do you know the answer? I see you replied to a similiar question regarding Paypal: https://community.shopify.com/c/payments-shipping-and/can-i-still-refund-a-customer-back-on-paypal-i....

Greta
Shopify Staff
1105 118 141

Hi there, @LynnQ!

 

Thanks for reaching out, I'm happy to provide more information on this. 

 

If you are switching primary gateways, you will still be able to process refunds in the admin as long as you do not delete the credentials associated with the first gateway from your Payments settings page. Simply switching to a new gateway will not remove your credentials. You can find more details in this help document

 

The section you referenced regarding how a refund can only be sent to the original payment refers to the customer's card (for example, if the customer pays with a Visa ending in 1234 the refund must be applied to the Visa ending in 1234, even if they now have a new Visa ending in 5678). That isn't about your payment gateway as a merchant. 

 

Please let me know if there's anything else I can clarify for you. Cheers!

Greta | Shopify 
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LynnQ
New Member
5 0 0

Hi Greta,

 

Thank you for the reply! Yes I'd like to further clarify with you. If the customer paid via the KOMOJU gateway with the Visa ending 1234, and the gateway was disabled by us after the payment:

1. will the refund go back to the Visa ending 1234?
2. will Shopify just deduct from our Shopify Payments balance or from the next Shopify Payments payout
3. if the refund goes back to the Visa ending 1234, how is the refund processed? Should I ask the customer for his account information, so that I can wire him the refund at KOMOJU? Or I can simply use another gateway (such as Paypal) to wire him the refund on Shopify? If I need to log into my KOMOJU account (on KOMOJU's own website) to wire him the refund, how will this information sync to Shopify so that the system knows the refund is processed.

Greta
Shopify Staff
1105 118 141

Thank you for getting back to me, @LynnQ!

 

  1. Yes, the refund would go back to the Visa ending in 1234.
  2. The refund would still be processed by KOMOJU, so they would deduct that money their usual way (feel free to contact the payment gateway directly if you have questions about this). 
  3. You would simply refund the customer through Shopify, and since their payment information was processed by KOMOJU, they would be able to process the refund without you taking additional steps. You could contact KOMOJU to confirm this as well!

 

This is based on the understanding that you haven't actively removed your credentials from the payment settings page before changing your gateway.

 

Please let me know if you have any further questions! 

Greta | Shopify 
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LynnQ
New Member
5 0 0

Thanks!


2 more follow-up questions:
1. How do I know if I had accidentally removed the credentials? 
2. If I did remove the credentials, how to refund?

Imogen
Shopify Staff
1548 187 276

Thanks for following up with us, @LynnQ! If you have issues trying to get KOMOJU set up again after deactivating it, this could be indicative of you 'removing' the credentials, but as Greta mentioned earlier, this shouldn't remove the credentials, so you should be fine.

If it turns out your credentials are removed, then you will want to connect with the support team of your third party payment gateway to see if they can help you get your account with them integrate with Shopify again to facilitate the refund.

Imogen | Social Care @ Shopify 
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LynnQ
New Member
5 0 0

I see, now the KOMOJU logo is no longer displaying in the "additional payment methods" section, this doesn't necessarily mean the credentials are removed, right?

Imogen
Shopify Staff
1548 187 276

Hi again, @LynnQ. Thanks for following up!

 

It could mean that the credentials have been removed, but I wouldn't be able to say this for sure as the gateway you're talking about here is a third party payment gateway, and not something Shopify Support Staff are trained on. If you removed the gateway, and it's no longer appearing under 'additional payment methods' then it would be expected that you wouldn't see the logo there. You likely won't know if you're missing any of the credentials needed to use the gateway until you try to set it up for use again.

Imogen | Social Care @ Shopify 
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