How can I track a refunded order that was cancelled?

[Mutanaffas]

I have cancelled an order, It was already paid through “Tap Payment”. The customer received the cancellation email with  payment status shows “Refunded”. However, she did not receive the payment back and I cannot track the refund. Also I followed the steps to refund the order but I don’t have this option for the cancelled order! Please help me tracking the payment or if I need to pay her manually! 

[Lana · Accepted solution]

Hello @Mutanaffas!

Thank you for including the screenshot. If you've collected payment for the order, then a full refund is issued when the order is canceled, which is why you're no longer explicitly seeing a refund option. 

I had a look, and because the payment and refund were so recent (January 9th) it is possible that the refund is still on its way. While this is not something that can be directly tracked in the admin, if it shows up as Refunded then I would recommend you give it about 48 business hours to go through.

What payment gateway are you using? In the case that it is anything other than Shopify Payments, I would recommend you check directly with your payment provider also in case they have some more info on the refund process (if it does not go through in 48 hours). 

Lastly, depending on your case I would recommend you also communicate with your customer to let them know how long this might take, and ask them to send you another email to let you know if the refund does not go through in that time. 

I also wanted to mention that I noticed through your screenshot you sold a planner for 2022 - do you sell other kinds of stationary also? For the planners, right now is the perfect time to push them in advertising as we are at the beginning of the year when most people might be looking to buy their's - are you currently running ads? If you're not sure where to start, Shopify has integrations with both Google and Facebook Advertising, and you can learn more about how both of those work through the following resources:

 - Google Ads Learn Course 

 - Facebook Advertising Learn Course 

[LinHongJun]

Paying by PayPal is better and can be tracked for refund easily.