refund notification email showing wrong amounts

Paul112
Shopify Partner
14 0 2

Hi, I've had a customer reach out to me as they were confused by their refund email. I had a look and it confused me too. It says at the top that the refunded amount is £0.00 (it should be £10.40). Then at the end it gives a total for the order which is the original total (£58.40) instead of the new total which should be £48.00.

 

This has taken place for an order which had a refund due to a stock issue, and as such while the payment had been authorised, it had not yet been captured. 

 

How can i fix the refund template to show the correct figures, as far as the customer is concerned, to customers? Thank you.

Replies 4 (4)

Emily
Shopify Staff
1309 101 189

Hi, @Paul112.

 

Thank you for reaching out. I am sorry to hear your refund email is showing the wrong information to your customers. 

 

Due to this being an issue on your specific account, it would be best for you to connect with our Support Team as they can access this information and get this resolved for you. 

 

Please let me know if you have any further questions! I would love to learn more about your business. What type of products do you sell? 
 
Talk soon, 

Emily | Social Care @ Shopify 
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supportCBS
Visitor
3 0 0

Hi, I had the same issue and the Shopify support team asked me to come here, and they could not support me further. I feel like I am going in circles. Can someone please help me??

Paul112
Shopify Partner
14 0 2
Hi – the response I received from Shopify was that there is an issue with the shop channel that is causing this, and there would be a fix in the next release – though I would not hold my breath expecting that the fix is rolled out this release…
My solution, far from elegant, is to put a note in the refund notification explaining that a £0 refund is because we have not taken payment yet, and we will only be taking the necessary amount.
supportCBS
Visitor
3 0 0

Hi Paul, I truly appreciate your response. It is very helpful.  Thank you. Natalie