Double refund going to customer paying with Paypal

[ShoeMuse]

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.

[Elias · 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.

[Ollie]

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. 

[ShoeMuse]

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]

[Elias · 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.

[ShoeMuse · Accepted solution]

Thank you @Elias  for your feedback.

We will check with PayPal as to the refunded transactions.