Can I undo a refund if the customer hasn’t received it?

Payments + Shipping & Fulfilment
1

basically the title. I received an order and a portion of the money went to a refund that I did earlier that month. Because of this I didn’t have enough money to make the order so I refunded him however it hasn’t gone through yet and I’m now able to make the order. Can I do it?

2

Hey, @Paige3man

Thanks for reaching out. Happy to help! What payment processor was used to place the order for this? Also, when you mention the refund hasn’t gone through yet, is it in a pending state? Typically refunds are automated processed and the funds are returned to the customer in a few business days.

If there is anything else I can help you with, please let me know.

3

I didn’t have to funds to pay the refund and I’m not sure what payment processer was used.

4

Hi @Paige3man

Hopping in for Dirk.

You can verify what payment gateway was used by opening the order in your Shopify Admin and scroll to the order timeline. If you don’t have enough funds to cover the refund you will need to add funds to your account and try again.

5

No the other refunds been paid by this order’s payout and because of that I didn’t have enough money to make the order to refunded it (but it’s not gone through) however I’ve found more money to make this order and need to cancel this refund.

6

Hi, @Paige3man .

I don’t believe you can cancel a refund. If the refund has not gone through yet, add your funds so that it can attempt to do the refund automatically.

7

Yes but I don’t want to do the refund. The customer will end up receiving the product for free if I refund him.

8

Hey, @Paige3man .

Thanks for the quick response.

I would suggest speaking with our live support about this situation to allow us to advise the next best steps. The reason I am recommending this is because we do not have internal access to account or store-specific information from the Community forums. With that being said, you can get into contact with our live support by navigating to the Help Center.

Once you arrive at the Help Center, you will need to make the virtual assistant be aware that you would like to Speak with support and you will be connected with a Support Advisor accordingly.

Let us know if you have any questions.