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Double refund to customer due to stolen credit card

Double refund to customer due to stolen credit card

MaxiMaxi
Entdecker
24 1 0

Good evening,

I have received an order with a high risk of fraud. (The first time)

 

Due to the fact that no valid address was given with the order, I was unable to complete the order.
I then had the order canceled including starting a refund.

 

1 day later (after i started the refund), I received information from Shopify that the customer had reported the transaction (purchase) to her bank because the card had been stolen. The bank had of course now claimed the amount.

 

The money has not yet been effectively deducted but only shown in the “payout details”. My problem is that I now have this amount on the list twice. 1st time executed by me and once by the bank (Shopify)
So at the next payout the money should be debited twice.


Has anyone ever had this problem? Does shopify-payment recognize the problem? I have already contacted the support, but have no answer yet.

1 ANTWORT 1

Ben310
Astronaut
1530 184 276

Always cancel such an order by default! You don't want the potential hassle in the aftermath.