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.