Changes to support requests for app charge refunds

Legacy boards (read-only) Announcements

Topic summary

Policy update: Effective May 3, 2023, merchants must contact app partners directly to request refunds. Shopify Support will no longer reach out to partners on a merchant’s behalf.

Reasoning: Refunds are at partners’ discretion, and most can be issued by partners themselves. This change aims to streamline the refund process.

Exception: For reversals to pending charges, partners are strongly encouraged to issue application credits, which Shopify Support can apply to the merchant’s invoice.

Definition: Application credits are partner-issued credits that Shopify Support can use to adjust invoice amounts.

Action items:

  • Merchants: Reach out to the app partner directly for refund requests.
  • Partners: Handle refund requests and use application credits for pending charge reversals.
  • For questions: Contact Partner Support.

Status: Announcement with clear process changes; no debate reported. The channel for follow-up is Partner Support.

Summarized with AI on January 27. AI used: gpt-5.
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As of May 3, 2023, merchants will be required to contact partners directly if they want to request a refund for an app. Shopify Support will no longer reach out to partners on behalf of the merchant to facilitate their request.This change will streamline the refund process, as refunds are at the partners’ discretion and partners have the ability to issue most refunds themselves.

The exception is still reversals to pending charges. In these cases, we highly encourage partners to issue application credits, which Shopify Support can then apply to the invoice.

Please contact Partner Support with any questions about this change.

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