An employee was trying to make an exchange for a customer order. She removed the original item variant from the order and added the new item variant in the order, then fulfilled it. Both items were the exact same price. Unfortunately, the new item didn’t show sales tax collected, so the amounts were incorrect. Now the customer has been fully refunded for the original item and the new item hasn’t been charged the correct amount. Is there a way to fix this?
Hi there, @Nols _store. Thanks for taking the time to reach out to the Shopify Community today with your exchange situation here. My name is Imogen. It’s good to meet you!
I’m sorry to hear about this mishap with this order. Ultimately what will need to happen hear is that you’ll need to touch base with the customer regarding this incorrect amount paid, and explain the situation to them so they can be charged the correct around. You could look refund the new order, set up the new variant correctly with your taxes, and then send them a draft order invoice that includes the correct pricing. If you would like to discuss this with a member of our Support Team who is able to access your account to see the order itself and advise on alternatives, reach out to us via our Help Center and AI Assistant.