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Double refund going to customer paying with Paypal

ShoeMuse
Tourist
4 1 0

A customer purchased two shoes with PayPal using two different transactions. She return both shoes and we issued the return for both under its corresponding transaction. While checking our refunds, we noticed that 2 refunds have been issued to her per transaction. The weird part is that the second refund was issued at 3am local time... This incident has never happened before and we and trying to make sense of what happened.

In our records, it looks like we have refunded each transaction twice. Please help.

Accepted Solutions (2)
Elias
Shopify Staff
2961 289 513

This is an accepted solution.

Hi, @ShoeMuse.

 

Thank you for following up with the screenshot.

 

It looks like the refund was initiated and sent from Shopify on May 1st. However, it's possible that PayPal Express completed the refund on May 8th. We'd recommend contacting PayPal directly to check on the refund status. If you need further account-specific support, then please get in touch with us via the Shopify Help Center

 

If you have any other questions on this topic, then don't hesitate to let us know.

Elias | Social Care @ Shopify 
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 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

View solution in original post

ShoeMuse
Tourist
4 1 0

This is an accepted solution.

Thank you @Elias  for your feedback.

 

We will check with PayPal as to the refunded transactions.

View solution in original post

Replies 5 (5)

Ollie
Shopify Staff
2433 455 409

Hey @ShoeMuse.

 

Thanks for reaching out. 

 

I appreciate the context that you have shared with us. If you navigate to the Order on the Shopify dashboard that has issued a double refund, are you able to see the refund provided twice when viewing the order's timeline? I am just trying to get a better understanding of the situation so we can assist you accordingly. 

 

Looking forward to your response. 

Ollie | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

ShoeMuse
Tourist
4 1 0

Hi @Ollie ,

 

Under time line it sort of looks like it was refunded twice... I have attached the transcript of the timeline bellow. 

Having said this, under the "Refunded" section it shows that there are two separate refunds and it shows money outstanding to be paid. 

 

 

Timeline:

May 8

$184.80 CAD was refunded on PayPal Express Checkout.3:12 a.m.

May 1

A $184.80 CAD refund is pending.12:40 p.m.
  •  

    You sent a refund notification email to (Customer name)12:40 p.m.

    View email
  •  
    You restocked 1 item at 1 location.12:40 p.m.
  •  
    You refunded 1 item.12:40 p.m.
  •  
    You refunded $184.80 CAD on PayPal Express Checkout.12:40 p.m.

 

ShoeMuse
Tourist
4 1 0

IMG_1669.jpgIMG_1672.jpg

Elias
Shopify Staff
2961 289 513

This is an accepted solution.

Hi, @ShoeMuse.

 

Thank you for following up with the screenshot.

 

It looks like the refund was initiated and sent from Shopify on May 1st. However, it's possible that PayPal Express completed the refund on May 8th. We'd recommend contacting PayPal directly to check on the refund status. If you need further account-specific support, then please get in touch with us via the Shopify Help Center

 

If you have any other questions on this topic, then don't hesitate to let us know.

Elias | Social Care @ Shopify 
 - Was my reply helpful? Click Like to let me know! 
 - Was your question answered? Mark it as an Accepted Solution
 - To learn more visit the Shopify Help Center or the Shopify Blog

ShoeMuse
Tourist
4 1 0

This is an accepted solution.

Thank you @Elias  for your feedback.

 

We will check with PayPal as to the refunded transactions.